Ashley Karanja Email & Phone Number

Nairobi County, Kenya

Nairobi County, Kenya

In my role at Verto, I have significantly enhanced customer experience and driven product innovation through a series of strategic initiatives. My efforts have focused on improving cross-team collaboration, streamlining client onboarding processes, and building strong, trust-based customer relationships. 🔵 Leadership in Customer Experience Improvement - Orchestrated the Net Promoter Score (NPS) Project 2023, leading to a record-breaking survey response and a 15.6% improvement in customer satisfaction at Verto.🔵 Resource Development for Cross-Team Collaboration - Authored the Verto CS Product Announcement Walkthrough Handbook, fostering collaboration between Customer Service and Product Teams and boosting new feature adoption by 68%.🔵 Comprehensive Guidance Creation - Co-authored the Verto Handbook, providing essential guidance across departments, significantly enhancing the onboarding process for new hires by 70%.🔵 Accelerating Client Onboarding - Enhanced client onboarding by training them on payment gateway functionalities, leading to increased adoption of Verto's services.🔵 Driving Product Innovation through Customer Insights - Provided crucial customer insights to product, engineering, and sales teams, spurring innovation and service improvements.🔵 Smooth Client Transition Management - Ensured seamless transitions between sales and customer success departments, optimizing client onboarding experiences.🔵 Building Trust-Based Customer Relationships - Cultivated lasting customer relationships based on trust and dependability, achieving a 90% retention rate.🔵 Primary Contact for Customer Support - Acted as the main point of contact for customers, delivering exceptional support across multiple platforms including Intercom, CloudTalk, WhatsApp, and email.🔵 Client Feedback Integration for Product Enhancement - Conducted regular client review sessions to collect feedback, influencing product enhancements and improvements.

Nairobi, Kenya

Key Contributions:🔵 App Development Enhancement: Transformed the SACCO member app from a read-only format to a transactional one by leveraging customer feedback, greatly increasing its functionality and user engagement.🔵 Customer Experience Improvement: Conducted regular client review sessions to gather member feedback, directly contributing to enhanced customer experiences.🔵 Customer Service Quality Enhancement: Analyzed and redesigned customer service processes based on feedback reports, leading to significant improvements in service quality.🔵 Customer Satisfaction Measurement: Implemented surveys to measure customer satisfaction, analyzing trends and the company's Net Promoter Score (NPS) rating to inform strategic decisions.Achievements:🔵 Building Customer Experience Team: Founded the Kwara Connect Customer Experience Team, expanding it from a single member to a team of six, showcasing leadership and team-building skills.🔵 Successful App Launch and Adoption: Launched the SACCO member app with at least 30 new clients every quarter, achieving a remarkable adoption rate of over 60%.🔵 Membership Growth: Expanded the SACCO member app's user base from 300 to 5,000 members, demonstrating effective marketing and user engagement strategies.🔵 Product Enhancement Leadership: Led product enhancements, resulting in a complete utilization of the app by the target audience.🔵 Creating Onboarding Handbook: Authored the Customer Experience Onboarding Handbook, ensuring smooth and efficient onboarding for new team members.

🔵 Accelerating Client Onboarding: Streamlined the onboarding process for clients at Kwara, enabling them to swiftly adapt to and benefit from the new features and services offered.🔵 Membership Referral Enhancement: Developed strategies to encourage members to refer at least two others to the app, leading to a significant increase in the membership base.🔵 Improving App Usability: Focused on innovative methods to assist members in better utilizing the banking app, enhancing user experience and engagement.🔵 Issue Escalation Management: Efficiently escalated both technical and non-technical customer issues to the tech support team, ensuring prompt resolution and maintaining high customer satisfaction.

🔵 Quality Assurance Collaboration: Worked closely with the Quality Assurance Department to ensure the highest standards of quality in all customer-facing interactions and processes.🔵 Support for Customer Support Agents: Provided ongoing support and guidance to customer support agents, enhancing their ability to deliver exceptional service.🔵 Performance Assessment and Compilation: Assessed and compiled performance records of customer support agents, aiding in identifying areas for improvement and recognizing outstanding performance.🔵 Administrative Duties Undertaking: Took on administrative responsibilities within the department, ensuring smooth and efficient operation.🔵 Agent Orientation: Conducted orientation sessions for new customer support agents, equipping them with the necessary skills and knowledge for their roles.🔵 Technical Issue Resolution for CRM: Assisted in resolving technical issues related to the Customer Relationship Management (CRM) system, ensuring seamless operation and data management.

Nairobi

🔵 Client Contact Updates: Proactively reached out to clients to update their contact details, ensuring accurate and current information for effective communication.🔵 CRM System Information Update: Diligently updated the CRM system with the newly provided client information, maintaining an up-to-date and reliable database.🔵 Ticket Raising for Client Complaints: Efficiently raised tickets in response to client complaints, initiating the resolution process and documenting the issues for further action.🔵 Issue Escalation to Relevant Departments: Escalated client issues to appropriate departments for specialized attention and resolution, facilitating prompt and effective problem-solving.🔵 Feedback Provision to Service Delivery Manager: Regularly provided detailed feedback to the Service Delivery Manager about clients’ comments, compliments, and complaints.

Nairobi

🔵 Networking Issue Diagnosis and Resolution: Efficiently diagnosed and resolved a wide array of networking issues, minimizing downtime and maintaining optimal operational efficiency.🔵 Immediate Alert Dispatch: Sent timely alerts to both technical and support departments, ensuring rapid response and coordination in addressing issues.🔵 Accurate Case Recording and Ticket Management: Meticulously recorded all cases using the company's ticket management tool, ensuring closure within agreed timeframes for effective issue tracking and resolution.