Gabriela Omia

Gabriela Omia​ Customer Success | Digital Marketing | Virtual Assistant QUALIFICATION SUMMARY Results-driven Digital Marketing and Customer Success Professional with over 5 years of experience in creating high-impact marketing campaigns and driving customer satisfaction. Skilled in social media marketing, content creation, PPC campaigns, and client relationship management. Adept at leading teams, streamlining operations, and leveraging data-driven strategies to achieve business goals KEY SKILLS ●​ Digital Marketing: Social Media Marketing, Content Marketing, Email Marketing, PPC Campaigns, Video Marketing, SMS Marketing ●​ Customer Success: CRM Systems (Salesforce, Zoho, HubSpot), Client Onboarding, Retention & Upselling, Conflict Resolution ●​ Data & Analytics: Data Analysis, Market Research, Google Analytics, Performance Reporting PROFESSIONAL EXPERIENCE Head of Support PhonePlace Kenya | Sep 2023 – Aug 2025 ●​ Led a team of 5 support reps, reducing response times by 35% through standardised guidelines. ●​ Increased corporate smartphone sales by 20% by nurturing B2B relationships with brands like Samsung and Xiaomi. ●​ Optimised Zoho CRM workflows, improving eCommerce conversions by 50% and reducing complaints by 30%. SEO Content Manager (Remote) PhonePlace Kenya | 2021 – March 2023 ●​ Managed website content and optimised SEO to increase traffic and sales. ●​ Researched and created high-quality blog posts and product descriptions to enhance site credibility. ●​ Implemented link-building strategies to boost domain authority. Head of Marketing & Sales Maji Magic Aquapark | Jan 2021 – March 2023 ●​ Increased brand awareness by 70% and revenue by 45% by identifying new markets for Africa’s first Aquapark. ●​ Led two teams of 25 marketing associates to execute 40+ campaigns targeting schools and corporate clients. ●​ Developed 10 landing pages, boosting website traffic by 150%, and coordinated open-day events and digital advertising. ●​ Built a custom CRM system, reducing booking drop-offs by 25% and improving guest experience with video testimonials (15% conversion increase). Content Marketing Manager Kichanzo | Aug 2018 – Feb 2020 ●​ Designed buyer journeys and content narratives for new, cross-sell, upsell, and retention campaigns, setting frameworks for execution. ●​ Researched and wrote content aligned with client goals, brand voice, and industry standards. ●​ Coordinated all written marketing materials, ensuring high-quality language and consistency. Lead Generation Specialist Tipping Point Media | Mar 2018 – Sep 2020 ●​ Directed social media campaigns, increasing shares by 24% and engagement by 30%. ●​ Managed a team of 3, growing followers by 25% with 12+ daily posts (text, video, images). ●​ Ran a Facebook contest generating 2,000+ shares and 8,000 comments, boosting physical store revenue by 20%. Lead Generation Specialist Mkaazi Real Estate | Jan 2018 – Oct 2020 ●​ Automated lead tracking with Salesforce, increasing agent follow-up efficiency by 45%. ●​ Trained 25+ agents on CRM integration, improving lead-to-deal conversions by 20%. ●​ Created targeted copy based on keyword research, enhancing emotional engagement with property buyers. Additional Experience Educator for Google Skills for Africa Google for Africa | Feb 2018 – Feb 2019 ●​ Trained youth in SEO, Google AdWords, SEM, and social media marketing as part of a free digital skills program. Community Team Manager Inter-Nations Organisations | Apr 2015 – Sep 2017 ●​ Managed social media channels, created content calendars, and coordinated high-profile events. ●​ Built lasting relationships with clients and donors, contributing to event success. EDUCATION & CERTIFICATIONS ●​ ●​ ●​ ●​ ●​ BSc. Economics & Finance | Kenyatta University (2014) Google Analytics Certification (2020) Facebook Social Media Marketing Certification (2020) Google Digital Marketing Fundamentals (2018) Certified Google Ads & Display Ads Expert (2018) ●​ Content Marketing Strategy | University of California, Davis (2020)