Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Languages
Professional Expertise
Timeline
Generic

Doris Mwirigi

Nairobi

Summary

Dynamic Digital Content Specialist with proven expertise at Kenya Airways PLC, excelling in CMS management and data analysis. Spearheaded innovative digital campaigns, enhancing customer engagement and optimizing web performance. Adept at strategic planning and cross-functional collaboration, consistently delivering high-quality content that aligns with brand standards and drives e-commerce success.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Digital Content Specialist

Kenya Airways PLC
Nairobi
03.2017 - Current
  • Day to day maintenance and updates for the Kenya Airway’s websites through AEM and Optimizely CMS.
  • Collaborating in digital content creation for Kenya Airways' direct channels (KQ website the mobile app), as well as digital media, emails, banners, social media, and search ads & other platforms to ensure optimal online customer experience.
  • Facilitating website assessment with the E-commerce team to identify low quality pages and suggest improvements as well as ensuring implementation of the suggestions.
  • Assessing content produced to ensure top quality as well as compliance with brand communication guidelines.
  • Coordinating with the design team for creation and improvement of innovative and creative campaigns that can be hosted on websites as well as shared on e-marketing platforms.
  • Ensuring the Commercial website is translated into the available languages.
  • Reviewing and analyzing high traffic landing pages to ensure they are functioning optimally.
  • Prioritizing reviewing of different web pages' bounce rate metrics and improving the quality of the page with high bounce rates.
  • Overseeing projects that require working with cross-functional teams and the various departments like the IT department to ensure proper turnover time and top quality.
  • Computing and analyzing data and using acquired data to generate reports for the e-commerce team for financial actions.

Fraud Analyst

Kenya Airways PLC
Nairobi
11.2016 - 03.2017
  • Monitoring all received orders to prevent risks and stop potential fraud.
  • Furthered prevention of fraud by requesting for additional proof of payment on orders from clients.
  • Uploaded acquired fraud data to the Perseus tool in order to share with other airlines our fraud data in a bid to learn fraud trends and prevent them.
  • Handled the schedule change queue on daily basis to ensure guests were informed on time on any changes to their schedule and providing alternatives.
  • Prioritised customer experience by assisting customers with complaints.
  • Enhanced revenue collection and prevented all forms of online fraud to ensure the carrier met the set targets.
  • Defend chargeback on copy requests sent by Elavon as well as the fraud files uploaded on Amex Online Merchant Services tool.

Customer Care Agent

Kenya Airways PLC
Nairobi
12.2011 - 11.2016
  • Protected and aided in revenue collection by ensuring great customer experience and maintenance of a great brand image for the company.
  • Improved communication channels to improve communication both internally and externally to meet and exceed customer expectations.
  • Accomplished compliance with carriers' policies by ensuring effective and efficient on time check-ins and onboarding of passengers.
  • Prioritized customer safety by ensuring compliance to all safety regulations set the organization and authorities.

Customer Service Representative

MFI Document Solutions
Nairobi
03.2009 - 12.2011
  • Implemented strategies that ensured the best customer experiences.
  • Compiled customer feedback and recommended service delivery improvements that were implemented by management.
  • Managed and resolved various customer complaints and made follow-ups to ensure customers were pleased with the service.

Education

Bachelor of Business Information Technology -

Kenya Methodist University (KeMU)
10.2017

Diploma in Business Management -

Kenya Institute of Management (KIM)

Diploma in French Language -

Alliance Francaise de Nairobi

Diploma in Information Technology -

Jomo Kenyatta University of Agriculture and Technology (JKUAT)

Skills

  • HTML and CSS coding
  • Content management systems
  • SEO and SEM strategies
  • Microsoft Office proficiency
  • Data analysis and reporting
  • Jira project management
  • Editing and content creation
  • Strategic planning and execution
  • Design and ideation processes
  • Web optimization techniques
  • Digital marketing initiatives
  • E-commerce strategies and management
  • Brand compliance standards
  • Project management methodologies
  • Content marketing strategies
  • Keyword research techniques
  • Influencer marketing tactics
  • Google Analytics expertise
  • Social media management strategies
  • Content scheduling and planning

Websites

Certification

  • AEM-DES Amadeus Training
  • Google Digital Marketing and E-commerce
  • SEO Master class 2024-Udemy
  • Google Project Management
  • SEMrush SEO Fundamentals
  • SEMrush Keyword Research
  • Google Analytics
  • AEM, Optimizely & Ektron CMSs
  • HTML

Accomplishments

  • Project lead new mobile App – launching in June 2025
  • Project lead in the development of the redesigned Kenya Airways’ Commercial and Corporate websites (voted Africa’s best airline website and mobile App at the World Tech awards 2024).
  • Participated in the upgrade of the Mobile App, after sale services and the Booking flow (REFX) on the Kenya Airways Commercial website.
  • Successful migration of the Kenya Airways websites to Optimizely CMS from Ektron CMS
  • Migration of EveryMundo SEO destination landing pages to new technology
  • Applied SEO tactics to increase traffic to drive-up share numbers and improve Kenya Airways' Google page ranking
  • Optimized content for Kenya Airways website that reached over 10,000,000 users, generated 500+ links, and averaged 10 links per post, which created an organic traffic lift

Languages

  • English, Native
  • Swahili, Native
  • French, Basic

Professional Expertise

  • Content Management
  • SEO & SEM Management
  • Project Management
  • Social Media Marketing
  • Digital Marketing
  • Content Strategy
  • Chatbot Management
  • Revenue Generation

Timeline

Digital Content Specialist

Kenya Airways PLC
03.2017 - Current

Fraud Analyst

Kenya Airways PLC
11.2016 - 03.2017

Customer Care Agent

Kenya Airways PLC
12.2011 - 11.2016

Customer Service Representative

MFI Document Solutions
03.2009 - 12.2011

Bachelor of Business Information Technology -

Kenya Methodist University (KeMU)

Diploma in Business Management -

Kenya Institute of Management (KIM)

Diploma in French Language -

Alliance Francaise de Nairobi

Diploma in Information Technology -

Jomo Kenyatta University of Agriculture and Technology (JKUAT)

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Doris Mwirigi