Vivianne Kiriinya

Vivianne Kiriinya 📍 Nairobi, Kenya | P.O. Box- 📞 - | ✉️-🔗 LinkedIn Professional Summary Experienced and detail-oriented social media and communications professional with 6+ years of supporting global organizations in delivering engaging digital experiences and customer-focused support. Proven track record in managing online communities, resolving inquiries across multiple platforms, and enhancing visibility through strategic messaging. Highly skilled in using social listening tools, CRM platforms, and managing large volumes of social media interactions while delivering timely, empathetic responses that build brand trust. Excellent communicator with a strong command of written English and a deep understanding of customer-centric service in fastpaced environments. Core Skills & Competencies          Social Media Customer Support (Facebook, Instagram, Twitter, Google Reviews) Digital Community Engagement CRM Tools (HubSpot, Salesforce, Freshdesk) Online Reputation Management Copywriting & Social Listening Case Escalation & Documentation Remote Team Coordination ASO Awareness (App Store Optimization) CMS & Content Moderation Professional Experience UN Environment Programme (UNEP) – World Water Quality Alliance (WWQA) Communications and Outreach Specialist Remote & Nairobi | Mar 2023 – Present   Monitored and responded to inbound messages and comments across WWQA’s LinkedIn and email platforms. Coordinated responses to inquiries from partners and the public, including follow-up on complex cases requiring technical input.   Scheduled and promoted content to drive audience engagement and campaign reach. Documented and tracked stakeholder interactions to inform strategy. Key Result: Improved public engagement rates by 30% through active listening and timely, helpful interactions. The Action Foundation Resource Mobilization and Communications Officer Remote & Nairobi | Mar 2022 – Mar 2023    Managed the organization’s social media accounts and provided customer support through direct messages and public comments. Triaged and resolved queries related to program access, events, and donor communications. Utilized CRM tools to document and follow up on partner and beneficiary interactions. Key Result: Improved donor retention through prompt and personalized responses to online engagement. Nova Pioneer Schools Communications and Operations Officer Nairobi | Apr 2020 – Feb 2022    Led parent and student engagement across social platforms, managing direct queries, comments, and complaints. Created content for newsletters, updates, and community forums. Handled inquiries related to enrollment, student support, and campus services. Key Result: Reduced average social response time by 40% through proactive scheduling and real-time monitoring. African Economic Research Consortium (AERC) Communications Officer Nairobi | Jan 2018 – Mar 2020    Responded to stakeholder and public inquiries related to policy publications via email and social platforms. Managed external communication workflows across media and online platforms. Maintained a consistent voice for the organization while addressing feedback and questions. Education MA, International Relations United States International University-Africa | 2022 BBIT – Bachelor of Business Information Technology Meru University of Science and Technology | 2015 Technical Proficiencies      CRM & Support Tools: HubSpot, Salesforce, Zendesk, Freshdesk Social Media & Scheduling: Facebook, Twitter, Instagram, Buffer, Hootsuite Design & Content: Canva, Adobe Illustrator, Photoshop Documentation & Project Tools: Microsoft 365, SharePoint, Notion, Trello Languages: English (Fluent), Swahili (Fluent), Spanish (Basic) Other Details     Availability: Immediate Work Preference: Remote Citizenship: Kenyan Time Zone: EAT (flexible for global teams)