Open to opportunities

Karol G Maina

@karolgmaina

Message

I am an experienced refugee case manager and digital strategist specializing in communications and team leadership.

Kenya

Message

What I'm looking for

I seek roles in impact-driven organizations where I can apply refugee case management, communications, and digital strategy; I prioritize team leadership, training responsibility, operational improvements, and measurable program outcomes.

I am a communications and refugee case management professional with over 10 years' experience across case processing, customer service, and digital strategy. I hold a BA in Journalism and Media Studies (Second Class Upper) from the University of Nairobi.

As Senior Case Manager at Church World Service (RSC Africa), I led refugee case processing and client relationship management, overseeing START and CRM databases, quality control, and workflow planning. I facilitated trainings, supported onboarding, improved systems, and received departmental recognition for outstanding training delivery.

Previously, I managed digital content and social strategy at Pulse Kenya and Ignition Nairobi, growing audience reach through editorial planning, paid media, and community engagement. I translated analytics into content decisions and coordinated cross-functional teams to align digital campaigns with broader media objectives.

I bring strengths in team leadership, training facilitation, CRM systems, and operations management, with strong written and verbal communication skills and a results-driven mindset. I am seeking opportunities where I can combine case management, communications, and digital strategy to drive impact and operational excellence.

Experience

Work history, roles, and key accomplishments

Senior Case Manager

Church World Service

Apr 2022 - Mar 2025 (2 years 11 months)

Led refugee case processing and CRM workflows at Church World Service (RSC Africa) for over two years, improving quality control, onboarding, and workflow systems. Facilitated training recognized with a departmental award and mentored team members to ensure policy-compliant case outcomes.

Case Management Facilitation Quality Control Client Relationship Management Microsoft Office

Social Media Manager

Pulse Kenya

Oct 2018 - Apr 2022 (3 years 6 months)

Led digital content strategy and execution for Pulse Kenya over four years, implementing paid media campaigns and editorial calendars to grow audience reach and engagement. Managed community interactions and aligned content with broader newsroom objectives.

Social Media Strategy Content Creation Paid Media Community Management Analytics Cross Functional Collaboration Audience Growth

Social Media Manager/Supervisor

Ignition Nairobi

Apr 2015 - Apr 2017 (2 years)

Oversaw daily content creation, platform management, and audience engagement, developing strategies that expanded online presence. Streamlined workflows and converted digital audiences into active brand followers through targeted campaigns.

Content Strategy Platform Management Community Management Campaign Execution Workflow Optimization Team Supervision

Customer Care Agent

Horizon Contact Centres

Aug 2012 - Aug 2013 (1 year)

Provided frontline customer support for Horizon Contact Centres (client: Orange/Telkom), resolving inquiries and maintaining detailed call logs. Improved service efficiency and upheld high standards of professionalism and accuracy.

Customer Service CRM Data Entry Communication Time Management