Ashley Karanja
About Ashley Karanja
Ashley Karanja serves as a Customer Success Manager at Verto in Nairobi, Kenya, where she has worked since 2022. She has a background in customer experience and service, with previous roles at Kwara, Internet Solutions Kenya, and Spirit Airlines.
Work at VertoFX
Ashley Karanja has been serving as a Customer Success Manager at Verto since 2022. In this role, she operates in a hybrid capacity from Nairobi County, Kenya. Ashley has been instrumental in spearheading the Net Promoter Score (NPS) Project in 2023, which resulted in a 15.6% improvement in customer satisfaction rates. She has also authored the Verto Customer Success Product Announcement Walkthrough Handbook, leading to a 68% increase in feature adoption. Additionally, she co-authored the Verto Handbook, which enhanced onboarding efficiency by 70% across departments.
Previous Experience in Customer Success
Before joining Verto, Ashley Karanja held several positions in customer success and support roles. She worked at Kwara as a Customer Experience Manager for five months in 2022 and previously served as a Customer Success Trainee from 2021 to 2022. Additionally, she was a Customer Service Team Lead at Spirit Airlines from 2020 to 2021 and worked as a Customer Service Specialist at Internet Solutions Kenya in 2018. Her experience also includes a brief role as a Customer Support Specialist at Airtel Kenya.
Education and Expertise
Ashley Karanja studied at Strathmore University, where she obtained a Bachelor of Laws (LLB) degree from 2016 to 2019. She also achieved the Association of Chartered Certified Accountants (ACCA) qualification in 2017. Earlier, she studied at the Institute of Advanced Technology, earning a Cisco Certified Network Associate (CCNA) certification in 2017. This educational background provides her with a strong foundation in both legal and technical aspects relevant to her roles in customer success.
Transformations in Client Onboarding
At Verto, Ashley Karanja has transformed client onboarding processes, significantly increasing service adoption. Her efforts in this area have contributed to improved customer experiences and enhanced product usage. By acting as a liaison between customers and internal teams, she drives product innovation and service enhancements, ensuring that customer needs are effectively communicated and addressed.