Open to opportunities

Doreen Maina

@doreenmaina

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Dynamic customer care professional with over 5 years of experience.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dynamic customer care professional with over 5 years of experience delivering exceptional support across diverse industries. My proven track record in technical platform support, user training, and stakeholder engagement has equipped me with the skills necessary to manage complex customer inquiries while maintaining high satisfaction levels in fast-paced environments.

In my most recent role as Customer Support & Training Lead at Invest In Africa, I provided comprehensive technical support to procurement teams and suppliers, handling over 50 support inquiries weekly. I developed and delivered training programs for corporate procurement teams, maintained a customer satisfaction rate of over 95%, and led onboarding for more than 350 suppliers on the e-procurement platform. My commitment to excellence and continuous improvement drives my passion for delivering outstanding customer experiences.

Experience

Work history, roles, and key accomplishments

Content Support Specialist

WebAffinity

Jan 2022 - Jan 2023 (1 year)

Managed client communication and content requirements, ensuring timely responses to feedback and producing over 300 pieces of client-focused content.

Client Communication Content Management Time Management Stakeholder Engagement

Customer Support & Training Lead

Invest In Africa (IIA)

Jan 2021 - Jan 2023 (2 years)

Led customer support and training initiatives for the SourceDogg e-procurement platform, managing over 50 inquiries weekly and achieving a 95%+ customer satisfaction rate. Developed training programs and user documentation for procurement teams and suppliers.

Support Platforms User Training Customer Relationship Management Account Management

Assistant Account Manager

Invest In Africa (IIA)

Jan 2019 - Jan 2020 (1 year)

Provided first-line support to SMEs on the Biashara.Now platform, assisting with navigation and compliance training. Managed customer inquiries and maintained detailed records of interactions.

Customer Support User Training Account Management

Customer Service Representative

Horizon Contact Center

Jan 2018 - Feb 2018 (1 month)

Handled high-volume customer inquiries across multiple channels, resolving complaints and processing orders while maintaining customer satisfaction ratings above 90%.

Customer Service Order Processing CRM

Customer Service Representative

Techno Brain Group

Jan 2017 - Jan 2018 (1 year)

Provided professional support for stakeholders, resolving technical issues and maintaining documentation of customer interactions using CRM tools.

Customer Support Technical Troubleshooting Documentation CRM

Intern Sales and Marketing

Kenya Institute of Management

Sep 2015 - Jan 2016 (4 months)

Supported marketing campaigns, converted prospects, and assisted in selling course offerings while analyzing daily sales figures.

Sales Support Marketing Campaigns Data Analysis

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Master of Business Administration, Finance

2023 - 2025

Currently pursuing a Master of Business Administration in Finance, focusing on market risk and financial performance of listed agricultural firms at the NSE.