Doris Irungu

Customer-focused professional with experience in client relations, communication, and problem solving across real estate, finance, sales, marketing, and media. Skilled in handling inquiries, resolving issues, and ensuring exceptional customer experiences. Passionate about building strong relationships and delivering solutions that enhance customer satisfaction and loyalty.

Customer Service Representative – Naibet - CURTIS AND FLETCHER IT SOLUTIONS - Nairobi, Kenya

(2025-05)

• Respond to customer inquiries via calls, live chat, email, and social media, ensuring quick and accurate assistance.
• Guide customers through account registration, login challenges, password resets, and profile updates.
• Assist customers with bet placements, cancellations (where applicable), bonuses, and general platform navigation.
• Resolve customer complaints professionally and escalate complex cases to relevant departments.
• Track, document, and follow up on unresolved issues to ensure timely closure.
• Support customers with deposit and withdrawal queries, including delayed transactions or failed payments.
• Liaise with the finance team to verify payments, confirm account details, and ensure accurate processing.
• Provide clear guidance on available payment methods and troubleshooting steps for common transaction issues.
• Report system glitches, downtime, or user-experience issues to the technical team for prompt resolution.
• Help customers troubleshoot basic technical issues (e.g., browser errors, app loading issues, connectivity problems).
• Monitor platform performance during peak hours to identify and report potential disruptions.
• Educate customers on betting rules, odds interpretation, responsible gaming practices, and promotional terms.
• Inform clients about new products, features, offers, and updates to enhance user engagement.
• Maintain up-to-date knowledge of betting procedures, sports events, and platform changes to provide accurate guidance.
• Identify and report suspicious activities or potentially fraudulent behavior to the security or risk department.
• Ensure adherence to company policies, responsible gaming guidelines, and regulatory requirements.
• Verify customer information when necessary while following data protection and privacy standards.
• Work closely with finance, marketing, and technical teams to resolve customer issues efficiently.
• Provide daily/weekly feedback on recurring customer issues to improve processes and customer experience.
• Participate in team meetings and contribute insights to help streamline operations and enhance support quality.

Property Consultant and Administrative Assistant - PAM GOLDING PROPERTIES - Nairobi, Kenya

(2023-11 - 2025-04)

• Conduct property research and market analysis to assist agents in determining property values as well as current market trends.
• Preparing monthly comparative market analysis reports to assist clients in making informed decisions about pricing and negotiations.
• Coordinate property showings and open houses, scheduling appointments and preparing marketing materials.
• Assist in organizing and executing marketing campaigns to promote property listings and attract potential buyers.
• Manage client communications, including responding to inquiries, scheduling appointments, and providing updates on property listings.
• Provide excellent customer service by assisting clients with inquiries, scheduling property viewings, and following up on leads.
• Utilize CRM software to maintain client databases, track leads, and manage follow-up tasks.
• Provide administrative support such as filing paperwork and organizing documents

Sales and Marketing Representative - ZENEX TECHNOLOGIES - Nairobi, Kenya

(2023-05 - 2023-11)

• Answering questions from potential clients expressing interest in products.
• Handling customer complaints, resolving issues, and ensuring customer satisfaction.
• Educating customers on product usage, features, and benefits.
• Conducting detailed and comprehensive product representation.
• Recommending products to customers based on their needs.
• Demonstrating product functionality and benefits through presentations or demonstrations.
• Managing follow-ups and after-sale service, ensuring a seamless customer experience.
• Assisting clients with product setup, troubleshooting, or returns if needed.
• Maintaining long-term customer relationships to encourage repeat business and referrals.
• Keeping records of customer inquiries, feedback, and transactions for future reference.
• Monitoring sales performance and reporting insights to improve strategies.

Loan Officer - ASA INTERNATIONAL - Meru, Kenya

(2023-01 - 2023-04)

• Disburse loans following the set rules, such as member's age, savings, scheme, etc.
• Evaluate loan applications to ensure compliance with lending policies and eligibility criteria.
• Assess borrowers' financial situations to determine loan repayment capacity.
• Educate borrowers on loan terms, repayment schedules, and financial responsibilities.
• Maintain savings and credit accounts-related forms/registers correctly on a daily basis.
• Ensure the accurate and timely recording of financial transactions.
• Verify collected payments and deposit them into the branch M-Pesa pay bill or bank account immediately.
• Reconcile records and reports to ensure accuracy in financial documentation.
• Take immediate initiative for installment collection whenever a member expresses an inability to repay due to special circumstances.
• Identify early warning signs of financial distress among borrowers.
• Work with clients to create alternative repayment plans when necessary.
• Implement strategies to minimize loan defaults and financial risks.

Journalism Intern - SIGNS MEDIA KENYA LIMITED - Nairobi, Kenya

(2022-09 - 2022-12)

• Assisting in the planning and scheduling of broadcasts to ensure smooth transitions while monitoring live broadcasts to ensure quality control and troubleshoot technical issues.
• Coordinating with editors, producers, and anchors to maintain seamless production flow.
• Support machine operators in the setup and operation of production equipment resulting in efficient runs.
• Operating television studio cameras during live production.
• Setting up and adjusting lighting, microphones, and other studio equipment for optimal broadcast quality.
• Ensuring compliance with safety and operational standards in the production environment.
• Preparing voice recordings for news clips as well as news articles for publication.
• Conducting research to verify news accuracy and credibility before publication.
• Editing and compiling audio and video segments for broadcast and digital platforms.
• Submitting news articles for social media pages such as Instagram, Facebook, and the website.
• Managing and updating social media pages with relevant news content.
• Engaging with audiences through comments, shares, and discussions on digital platforms.
• Monitoring current trends and audience engagement to improve content strategy.

Public Relations Intern - KENYA VISION 2030 - Nairobi, Kenya

(2016-01 - 2016-04)

• Daily monitoring and recording of print advertisements related to the company.
• Drafting, editing and printing documents needed for the Public Relations Manager.
• Delivering confidential documents from the company to various organizations.

Bachelor of Arts - Journalism - United States International University-Africa (2017-05 - 2021-09)

Diploma - Public Relations - Jomo Kenyatta University of Agriculture and Technology (2014-09 - 2017-06)