Content Writer Customer Service

Paul Githinji Githaiga

Remote Content Writer **+ Years of Experience SEO & Storytelling Expert

+254********* **********@*****.*** LinkedIn Professional Summary

Results-driven Content Writer and Customer Service Specialist with 10+ years of expertise in crafting SEO-optimized, user-focused content for global brands, startups, and agencies. Proven track record of boosting organic traffic, managing monthly campaigns, and leading cross-functional teams.

Adept at translating complex topics into engaging narratives while balancing creativity with data-driven strategies.

Core Competencies

SEO & Keyword Optimization

Content Strategy & Campaigns

Blogs/Articles/Ebooks

Remote Collaboration Tools (Slack, Asana)

Analytics & Performance Tracking

Client & Team Leadership

Professional Experience

The Digital Navigator Content Writer and Customer Service Specialist (2022 to 2025)

• Customer Care: Managed client communications via customer service software (Freshdesk & Zendesk), cutting average ticket handling time and boosting customer satisfaction (CSAT).

• Task Management Excellence: Translated client requests into actionable tasks, achieving a 95% on time completion rate for customer deliverables.

• Service Improvement Insights: Analyzed customer feedback to recommend enhancements, leading to a significant drop in repeat inquiries.

• SEO Driven Content: Crafted SEO optimized articles, landing pages, and email campaigns that grew organic traffic.

• Social Media Engagement: Authored brand aligned social posts, driving a month over month jump in engagement.

• AI Enhanced Writing Efficiency: Leveraged AI driven templates, when required, to halve drafting time, saving over hours of work weekly.

• Editorial Quality Assurance: Enforced grammar, syntax, and style standards across all deliverables, sustaining a 99% accuracy rate.

• Collaborative Workflow Optimization: Coordinated cross functional teams via Slack and ClickUp, lifting task completion rates.

• SOP Development & Onboarding: Developed and maintained Standard Operating Procedures, cutting new hire onboarding time by 30%.

• Website Deployment & Performance: Managed website launches and routine maintenance—plugin updates, code conflict resolution, and performance tuning—ensuring 99.9% uptime.

Content Writer Mesh (Oct 2024 – Present)

(Platform empowering Kenyan entrepreneurs)

• SEO-Driven Growth: Researched and integrated high-impact keywords into 50+ articles, increasing organic traffic by 120% in 6 months.

• Content Strategy: Collaborated with design teams to produce 12+ multimedia case studies, boosting user engagement by 35%.

• Community Engagement: Authored 20+ email campaigns, driving a 25% increase in newsletter sign-ups.

Freelance Content Writer Great Content (2014 – Present)

• Scaled Content Production: Wrote thousands of SEO-optimized blogs, landing pages, and social posts for clients, achieving high Google rankings for target keywords.

Head of Operations & Content Writer VisibleVoiceKE (2013 – Present)

• Team Leadership: Managed many writers, increasing output by 40% without compromising quality.

• Traffic Growth: Spearheaded SEO initiatives that boosted website traffic.

• SEO Driven Article Creation: Produced SEO optimized blog posts, boosting organic search traffic.

• Lead Gen Landing Pages: Crafted marketing landing pages that generated qualified leads, increasing client conversion rates.

• Email Campaign Performance: Authored targeted email campaigns, boosting the average open rate and click through rate.

• Sales Boosting Web Copy: Developed product and sales pages that lifted online sales revenue.

• Guest Blog Outreach: Secured and wrote guest posts on high authority sites, driving an increase in referral traffic.

• Social Media Engagement: Created brand aligned social posts, resulting in a month over month rise in likes, shares, and comments.

• AI Enhanced Productivity: Leveraged AI driven templates (when asked by the client) to cut draft times by 50%, saving an average of 8 hours per week.

• Editorial Quality Assurance: Enforced strict grammar, syntax, and style checks, maintaining a 99% error free publication record.

• Content Workflow Optimization: Managed writing tasks in ClickUp, ensuring 100% on time delivery and improving team coordination.

• SOP Development for Writing: Designed and updated Standard Operating Procedures for content creation, reducing new writer onboarding time. Sukim Caterers at JKIA (International Airport) Sales & Credit Manager (2013– 2017)

• Led daily operations for restaurant and external catering services, supervising 40+ staff and managing $500K+ annual sales.

• Reduced overdue accounts through proactive billing and client follow-ups.

• Streamlined stock control and purchasing processes, cutting waste while maintaining quality.

• Oversaw financial reporting, expense tracking, tax returns, and data entry for accurate budget adherence.

Daily Trucks Ltd & Tisar Ltd Accountant (2009–2013)

• Prepared financial statements, tax returns, and bank reconciliations, ensuring 100% regulatory compliance.

• Managed cash flow, petty cash, and supplier/debtor reconciliations for 2 logistics firms and a truck/trailer manufacturing subsidiary.

• Supervised transport and store operations, optimizing inventory turnover. Safari Park Hotel & Casino Senior F&B Clerk (2007–2008) Business Centre Manager (2006)

• Coordinated procurement and stock control for seven 5-star kitchens, 300+ guest rooms, and 10 conference rooms, ensuring seamless event execution.

• Supervised casual and junior staff, improving kitchen and banqueting efficiency.

• Led customer service initiatives as a Business Centre Manager, boosting client satisfaction scores.

Content Skills

Technical

• SEO Tools (Ahrefs, SEMrush)

• WordPress CMS management

• Google Analytics data analysis

• Various CMS platforms (ClickUp, proprietary apps) Writing

• Blogs & long form content creation

• Marketing copy & landing page drafting

• Editing & proofreading with 99% accuracy

• AI enhanced content development

Customer Service

• Active listening to uncover needs

• Empathy & rapport building

• Problem solving complex inquiries

• Patience under pressure

• Conflict resolution & de escalation

• Product knowledge & style advising

• CRM software proficiency

• Time management & multitasking

• Adaptability to new tools & processes

• Positive language & tone control

Soft Skills

• Remote collaboration via Slack & ClickUp

• Project management & task coordination

• Client communication & feedback relay via Freshdesk and Zendesk

• Attention to detail in SOPs & FAQs

• Cultural sensitivity for international markets

Accounting & Finance Skills

Technical

• Financial Reporting & Analysis (Income Statements, Balance Sheets)

• Tax Compliance & Returns Preparation (VAT, PAYE, Corporate Tax)

• Accounting Software (QuickBooks, Sage)

• Bank, Debtors, & Supplier Reconciliations

• Cash Flow Management & Petty Cash Oversight

Operational

• Costing & Budgeting for Logistics/Retail Sectors

• Inventory Turnover Optimization

• Procurement & Vendor Negotiations

• Audit Preparation & Regulatory Compliance

Compliance

• Kenya Revenue Authority Standards Adherence

• Source Document Filing & Record-Keeping

• Financial Controller Collaboration

Hospitality & Operations Skills

Technical

• Multi-Unit Inventory Management (7+ kitchens) in a 5-star Hotel & Casino

• Procurement Systems & Stock Control

• POS & Reservation Systems (Micros)

• Hospitality & Food Safety Protocols

Operational

• Staff Supervision & Training (casual and junior employees)

• Event Logistics & Catering Operations

• Cross-Department Coordination (Sales, Kitchen, Front Office, HR)

• Quality Assurance & Client Requirement Adherence Customer Service

• High-Volume Client Liaison (400+ monthly functions)

• Conflict Resolution & Complaint Handling

• Leadership in Customer Service (LICS Certified)

Soft Skills

• Detail-Oriented Accuracy: Minimized financial discrepancies to <1% error rate.

• Crisis Management: Resolved supply chain delays during peak hospitality seasons.

• Cross-Functional Collaboration: Bridged finance, HR, logistics, and customer- facing teams.

• Adaptability: Transitioned seamlessly between finance, hospitality, and creative roles.

Education & Certifications

• ACCA Certification Nairobi Institute of Business Studies (2003–2006)

• Diploma in Management IT Grace Institute of Computer Studies (2004)

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