PGPatricia Gitau
@patriciagitau
Customer experience lead driving escalations, documentation, and high customer satisfaction.
KenyaWhat I'm looking for
I am a dedicated customer experience professional with over six years supporting users across high-growth B2B SaaS platforms and earlier roles in customer-facing operations.
At Uber I served as the main point of contact for escalations, delivering 24/7 support coverage, advocating for customers across Sales, Product, and Support, and maintaining 95%+ customer satisfaction while working independently and across time zones.
I built comprehensive documentation, help articles, and process guides that improved support efficiency by 26%, and I consistently apply strong communication, problem-solving, and platform troubleshooting skills to unblock users and drive outcomes.
I hold formal training in strategic management and customer relationship management, and I am passionate about continuous improvement, cross-functional collaboration, and delivering exceptional customer experiences.
Experience
Work history, roles, and key accomplishments
Senior Customer Experience Lead
Uber BV
Apr 2024 - Present (1 year 9 months)
Act as main escalation point for a global B2B SaaS platform, driving timely resolutions across onboarding, support, and renewal cycles and maintaining 95%+ customer satisfaction while creating documentation and cross-functional initiatives.
Customer Experience Lead
Uber BV
Oct 2018 - Mar 2024 (5 years 5 months)
Managed escalations and complex support for a scaling B2B platform, authored help articles and process guides that improved support efficiency by 26%, and influenced product improvements through user advocacy.
Administration Manager
Original Images Ltd
Mar 2016 - Dec 2017 (1 year 9 months)
Provided customer support and managed client escalations while developing documentation and processes that improved customer experience and internal operations.
Education
Degrees, certifications, and relevant coursework
MCMcKinsey & Company
Certificate, Strategic Management
2025 - 2025
Completed the McKinsey Forward Programme certification to develop strategic and leadership skills.
IBMI College
Diploma, Strategic Management
2020 - 2020
Completed a diploma program in Strategic Management focused on practical management skills and frameworks.
MUMaseno University
Bachelor of Science, Eco-tourism & Hotel Management with IT
2010 - 2014
Earned a Bachelor of Science in Eco-tourism & Hotel Management with IT, combining hospitality management with information technology applications.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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