Diana Karendi

I am Diana Karendi Mutegi, a dedicated and resourceful professional based in Nairobi, Kenya, with over six years of progressive experience spanning human resource management, customer service, administrative support, and social media moderation. Throughout my career, I’ve consistently demonstrated a commitment to excellence, an aptitude for innovation, and a passion for enhancing both team productivity and customer satisfaction in dynamic and fast-paced environments.

My journey began in hospitality and human resources, where I interned at the Laico Regency Hotel and Kivi Milimani Hotel. These early experiences grounded me in the fundamentals of front-office operations, interdepartmental coordination, and HR practices. Since then, I have steadily built on that foundation to specialize in areas such as recruitment, onboarding, policy implementation, and team performance management.

As a Certified Human Resource Professional (CHRP-K), I’ve cultivated a strong foundation in HR operations, bolstered by ongoing professional development such as my certification in Lean Six Sigma (White and Yellow Belt, with Green Belt in progress) and a Customer Service Mastery credential. My technical toolkit includes familiarity with a wide range of platforms and systems, including Zendesk, Salesforce, Gorgias, Shopify, Jira, and Microsoft Office, which have supported my effectiveness across remote, hybrid, and on-site roles.

Currently, I serve as a B2B Admin & Customer Specialist at TalentPop, where I manage order processing, payment reconciliation, and client communications to streamline operational workflows. Before this, I worked briefly as an executive partner at Athena, managing calendar systems, stakeholder reports, and performance dashboards for high-level executives across time zones. My role demanded precision, discretion, and agility in managing sensitive communications and executive deliverables.

I gained substantial traction in the customer experience space during my tenure as a social media moderator and customer support representative at Majorel Kenya (now Teleperformance). My role spanned multiple support channels and involved account handling, subscription management, and generating actionable insights for improving internet usage and customer engagement. My work was recognized with the prestigious Employee of the Month award in both March and April 2023—an acknowledgment of my empathy-driven communication style and commitment to service excellence.

Parallel to my corporate engagements, I have served as an HR & Admin Officer at Uptyke Consulting Ltd., where I led the recruitment and onboarding process, policy design, and compliance tracking. One of my proudest achievements was designing an onboarding system that improved team productivity and operational efficiency—resulting in measurable gains for the organization. I also contributed to Asenti Kenya, an NGO, where I restructured their documentation and administrative systems, significantly enhancing efficiency and data management.

Beyond the professional sphere, I am deeply committed to community empowerment and youth mentorship. I actively volunteer with Generation Kenya and CMCF NGO, believing in the transformative power of skills development and guidance for young people. I’m also an avid reader and animal lover—most notably, a proud dog mom to Kai, my Japanese Spitz, who brings joy and companionship to my everyday life.

Whether navigating the intricacies of HR compliance or solving a complex client issue, I approach every task with integrity, curiosity, and a collaborative mindset. I thrive in roles where I can blend operational rigor with human-centered values and take pride in creating environments that empower people to do their best work.

Looking ahead, I aspire to deepen my impact in human capital development, organizational efficiency, and digital service delivery—continuing to grow as a versatile leader and empathetic changemaker.