linmisha User
@linmishauser
Customer Experience leader building multi-country CX operations, SOPs, and QA to improve NPS, resolution time, and retention.
KenyaWhat I'm looking for
I’m a Customer Experience and Operations leader with over 10 years of progressive experience building and scaling multi-country customer success operations across East Africa. I establish CX departments from scratch, design SOPs and QA frameworks, and implement CRM systems to turn customer feedback into measurable results like stronger adoption and long-term engagement.
Most recently, as Customer Experience Manager at Jaguar Petroleum, I built the Customer Experience department for the LPG business line using ERPNext and Cloud One—reducing ramp-up time by 30%, improving complaint resolution speed by 45%, and cutting call dependency by 40% through WhatsApp and email support. Previously, as Vice President – Customer Service at Mara, I led multi-country teams across Kenya and Nigeria, set KPIs and operational standards, and supported initiatives that trained over 100,000 young people in digital skills. I’ve also led customer engagement for more than 700,000 rural farmers at One Acre Fund (including multilingual support at 3,000 calls daily) and delivered major CX gains at Jumia—raising Net Promoter Score from below 50 to consistently above 90 and reducing delivery-related complaints by 50%.
Experience
Work history, roles, and key accomplishments
Customer Experience Manager
Jaguar Petroleum
Mar 2025 - Present (1 year 5 months)
Established the Customer Experience department from scratch for the LPG business line. Built end-to-end service processes, SOPs, and workflows, and improved complaint resolution speed and adoption of WhatsApp/email support channels.
Vice President – Customer Service
Mara
May 2022 - Jul 2023 (1 year 2 months)
Developed and executed customer service strategy aligned to company goals across multi-country operations. Defined service levels and KPIs, led remote customer service teams, and worked cross-functionally to improve user experience and customer satisfaction.
Led customer engagement operations serving over 700,000 rural farmers, managing a remote workforce and multi-language call center operations. Built CS teams across multiple countries, established QA frameworks, and drove process improvements to reduce resolution time significantly.
Customer Experience Manager
Jumia Kenya
Nov 2015 - Mar 2017 (1 year 4 months)
Served as the voice of the customer and led end-to-end customer experience improvement projects across the platform journey. Owned measurement techniques and reporting, and improved key customer metrics including Net Promoter Score and delivery-related complaints.
Customer Service Team Lead
Jumia Kenya
Jan 2015 - Oct 2015 (9 months)
Led the customer service team, ensuring high-quality customer interactions and reporting against KPIs. Managed escalated complaints, ran agent trainings, and handled customer cases using Zendesk and OMS systems.
Customer Service Representative
Jumia Kenya
Dec 2013 - Dec 2014 (1 year)
Handled customer inquiries across phone, email, live chat, and social media channels. Coordinated order fulfillment and after-sales support while managing customer data and cases using Zendesk and OMS.
Education
Degrees, certifications, and relevant coursework
St. Paul’s University
Bachelor of Business Information Technology, Business Information Technology
Pursuing a Bachelor of Business Information Technology degree at St. Paul’s University and is currently in the final year.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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