Communications & Customer Service Specialist

Doreen
Nkatha Gitonga

9+ years delivering exceptional client experiences, building communication strategies, and connecting international audiences — across telecoms, travel, NGOs, and digital media.

Nairobi, Kenya Open to Remote Multilingual Available Now
Get In Touch ⬇ Download CV View Experience
Doreen Nkatha Gitonga

Doreen Nkatha Gitonga

Communications Specialist · Nairobi, KE

9+ Years Experience
5 Industries
2 Sales Teams Led
3 Languages
English Kiswahili Kimeru
About Me

Connecting people through clear, compelling communication

I'm a Communications and Customer Service Specialist with over nine years of experience across telecommunications, international travel, NGOs, and digital media. I specialise in building bridges — between brands and their customers, between organisations and their stakeholders, and across language and cultural barriers.

From managing client relationships at Safaricom PLC to supporting international travellers at Dyninno Group, my career has been built on one consistent principle: that the right communication, delivered with clarity and empathy, creates lasting impact.

I hold a BA in Communication and Media from Chuka University and bring fluency in English, Kiswahili, and Kimeru — a genuine differentiator in multicultural and international environments.

International Experience

Worked with US-based clients and teams remotely, managing cross-timezone collaboration with ease.

Multilingual Support

Delivers professional communication and interpretation in English, Kiswahili, and Kimeru.

Team Leadership

Managed 2 sales teams at Safaricom PLC, one of Africa's most recognised telecoms brands.

Digital Communications

Managed social media, email campaigns, SEO strategy and content across multiple platforms.

Travel Expertise

Specialist knowledge of complex travel products, visa regulations, and international bookings.

CRM Proficient

Experienced in Microsoft Dynamics CRM, maintaining accurate records for international clients.

Career History

Professional Experience

Sep 2023 – Mar 2025
Dyninno Group
Nairobi, Kenya · Remote
International Travel Consultant

Guided international clients through complex travel products, visa regulations, and compliance requirements. Handled end-to-end customer inquiries — bookings, modifications, cancellations, and refunds — in a high-volume remote environment. De-escalated disputes using structured negotiation, converting at-risk clients into retained customers.

Travel Consulting CRM (MS Dynamics) Customer Retention Remote
Jan 2023 – Sep 2024
RRO Consultancy
Nairobi, Kenya · Hybrid
Data Collector & HR Communications Support

Led structured interviews and focus groups, bridging communication gaps between field teams and senior stakeholders. Designed internal communication frameworks and HR reporting systems. Transformed complex research findings into accessible reports for non-technical decision-makers.

Internal Comms HR Support Research Reporting
Jan 2022 – Dec 2023
Global Connect Communications
United States · Remote
Remote Digital Communications Assistant

Produced and scheduled digital content across social media, blog, and email channels using Hootsuite and Buffer. Managed brand communities and resolved customer inquiries across multiple platforms. Delivered projects on schedule within a fully remote international team spanning multiple time zones.

Social Media Hootsuite Content Strategy US Remote
Jan 2019 – Dec 2021
BrightPath Media & Dev. Initiative
Nairobi, Kenya · Hybrid
Communications Officer

Architected and executed multi-channel communication strategies for programs and campaigns. Produced press releases, newsletters, website copy, and internal reports. Spearheaded media relations and community outreach, deepening organisational visibility and public trust.

PR & Media Strategy Community Outreach Content Writing
Jun 2017 – Dec 2019
Safaricom PLC
Nairobi, Kenya · On-site
Trade Development Manager

Engineered client acquisition and retention communication strategies at one of Africa's leading telecoms. Managed and coordinated 2 sales teams, steering cross-functional projects to on-time delivery. Advanced digital strategy including SEO and online brand visibility.

Team Management Client Acquisition SEO Safaricom
What I Bring

Core Competencies

A versatile skill set built across nine years of real-world practice.

💬

Customer Communication

End-to-end support, service recovery, complaint resolution, and client retention across high-volume environments.

📡

Communication Strategy

Developing and executing multi-channel strategies for organisations, campaigns, and digital platforms.

🌍

Multilingual Support

Professional interpretation and communication in English, Kiswahili, and Kimeru for diverse international clients.

📱

Digital & Social Media

Content creation, scheduling, community management, and performance reporting across social and email platforms.

🤝

Stakeholder Engagement

Building trusted relationships with clients, media, community partners, and internal leadership teams.

✈️

International Travel

Specialist knowledge of travel products, visa regulations, booking systems, and cross-cultural client handling.

Tools & Technology
CRM
Microsoft Dynamics CRM
Productivity
Microsoft Office Suite Google Workspace
Social Media
Hootsuite Buffer Facebook Business Manager
Communication
Zoom Slack Microsoft Teams
Credentials

Certifications

Professional development in communications, digital marketing, and customer experience.

🏆
✓ Earned · 2025

SEMrush SEO Fundamentals

SEMrush Academy · Search engine optimisation, keyword research, on-page & off-page SEO, and digital marketing strategy.

🎓
In Progress

HubSpot Customer Service Certification

HubSpot Academy · Covers effective communication, active listening, and service excellence.

📊
In Progress

Google Digital Marketing & E-commerce

Google / Coursera · SEO, analytics, email marketing, and social media strategy.

📈
In Progress

HubSpot Content Marketing Certification

HubSpot Academy · Content strategy, storytelling, and campaign optimisation.

🔍
In Progress

Google Analytics Certification

Google Skillshop · Data analysis, performance reporting, and audience insights.

📣
In Progress

Hootsuite Social Marketing Certification

Hootsuite Academy · Social media strategy, scheduling, and community management.

Get In Touch

Open to New Opportunities

Available for Remote, Hybrid & On-site Roles

Whether you're a recruiter with an opportunity or an organisation looking for a communications specialist — I'd love to hear from you.

✉️

Email

[email protected]
📞

Phone

+254 716 510 555
🔗

LinkedIn

doreen-gitonga-2a9776154

Based in Nairobi, Kenya · Fluent in English, Kiswahili & Kimeru · Open to Contract & Full-time