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@karolgmaina
I am an experienced refugee case manager and digital strategist specializing in communications and team leadership.
KenyaI 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.
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Work history, roles, and key accomplishments
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.
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.
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.
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.
Degrees, certifications, and relevant coursework
UNBachelor of Arts, Journalism and Media Studies
Grade: Second Class Upper
Earned a Bachelor of Arts in Journalism and Media Studies, graduating with Second Class Upper and recognized for outstanding training delivery.
Kenya Certificate of Secondary Education, Secondary Education
2011 - 2016
Completed secondary education at Kabare Girls' High School from 2011 to 2016.
Software and tools used professionally
KenyaYou can contact Karol G and 90k+ other talented remote workers on Himalayas.
Message Karol GCaroline Shiloya
Customer Service, DGW Advocates
Joan Oywa
Caseworker, Church World Service RSC Africa
SNShelmith Nyutu
Caseworker, Church World Service
EMElizabeth Mugane
Refugee Resettlement Program Assistant, Church World Service
Dennis Murathi
Senior Programs Assistant, Church World Service – RSC Africa
FKFaraji Khotso
Client Service and Multimedia Producer, Kijizi Advertising Media
Bills Mbogo
Senior Caseworker, Church World Service/RSC Africa
Verd Choi
Senior Programs Assistant Refugee Communications, Church World Service RSC Africa
Paul Wanjohi
Caseworker, Church World Service (CWS) – RSC
WKWilliam Kinuthia
Caseworker, Church World Service RSC Africa
