Diana Karendi

 DIANA KARENDI MUTEGI Cell: -; Email:-PROFESSIONAL PROFILE Dynamic and multi-skilled professional with over 6 years of experience in Human Resource Management, Customer Service & Feedback Management, and Administration. Track record of addressing the changing needs of the business environment, harnessing internal company strengths, and seizing opportunities for expansion and revenue growth. Foundational training in Human Resource Management, Hospitality Management, and Computer Essentials. With excellent written and verbal Communication Skills, Experience in engaging diverse stakeholders in multicultural environments, and knowledge of various business protocols, quality control, and compliance. I can deliver value to any team; project or organization I am a part of. KEY SKILLS AND COMPETENCIES |Customer Service Support| Zendesk|Beehive|Slack|Shopify|Gorgias|Jira|BPO| Human Resource Relations| Labor Laws Proficiency |Customer Service Relations & Feedback Management | Knowledge Retention & Learning Proficiency | Interpersonal Skills | Team Management & Leadership |Proactiveness|Empathy and Problem-solving|Outcome Oriented Decision-making | Organizational & Multitasking Skills|Hubstaff| Time Management |Office Administration | Digital PlatformManagement|RemoteWorking|Process|Lark|SPSCommerce|CyberSource|EasyPay|Canva|Sharepoint|Avectous|Upskilling & Process Improvement| Report Writing | Presentation Skills | Computer Proficiency including MS Office Suite | Networking & Collaboration |Salesforce|HRIS|Outlook|Boulevard PROFESSIONAL WORK EXPERIENCE Human Resource and Admin Officer (Part-time & Hybrid) January 2021 – Present Uptyke Education Key Responsibilities: Actively involved in recruitment by preparing job descriptions, posting advertisements, calendar & appointment scheduling and managing the hiring process. Defining and designing work according to the organization's policies and objectives. Oversee the daily workflow of the departments within the organization. Handling discipline and termination of employees by company policies. Strive to meet the business needs by effectively managing the employee life cycle and relations. Ensuring employees are compliant with the company guidelines. Provide support and guidance to management and employees when complex and sensitive questions arise i.e. investigating allegations of wrongdoing and terminations. Ensure workplace safety is observed by all to create a healthy working environment. Oversee employee disciplinary meetings, terminations, and investigations. Proper management of employee compensation, time off, and benefits package. Forming and maintaining working relationships with people in all departments. Maintain knowledge of trends, best practices, regulatory changes, and new tech in Human Resources, employment law, and talent management. Maintain compliance with federal, state, and local employment laws with continuous review of policies. B2B Admin & Customer Specialist (Remote) May 2024 – Present TalentPop Key Responsibilities: •Ensuring organization operations and procedures are well executed by disseminating useful information to customers and adopting an empathetic approach while delivering customer support. • Sales order entries via Just Foods system. • Directly working with company developers and IT team to resolve issues on the backend. •Hold high professionalism levels and demonstrate strong ownership in issue resolution through sharing knowledge, investigation, and communicating clearly with customers. • Generate and prepare commercial invoices and packing lists via SPS commerce. •Payment processing via Cyber source & Easy pay and sending accurate customer statements. • Follow up with clients to ensure completion of order clearance. •Inform customers about new products, features, and promotions, keeping up to date with product features and ensuring they are adequately provisioned on subscriptions. • Making follow ups with clients for COO, COA, BL documentation. • Update the customers on order ETA to different destinations. •Communicating best practices to ensure customers’ needs are met using the CSR platforms, to improve their experience. •Provide input on processes to drive work efficiencies e.g: automation. •Advocating for customers internally, and offering valuable insights to the internal teams. Executive Partner (Remote) April 2024 – May 2024 Athena • Increased Workflow Efficiency: Simplified daily operations and enhanced work delegation, allowing executives to focus on high-impact decision-making. • Improved Travel Coordination and Meeting Management: Successfully managed travel logistics and scheduling systems to increase availability for key talks. • Cross-Time Zone Collaboration: Conducted multi-time zone meetings to improve communication and project collaboration among foreign teams. • Data-driven insights and tailored presentations: Conducted extensive research and created dashboards with key indicators to help influence executive presentations and increase stakeholder participation. Social Media Moderator & Customer Support (Hybrid) May 2021 – March 2024 Majorel Kenya (Now Teleperformance) Key Responsibilities: •Proactively involved in customer matters by giving solutions to clients that improve the business and overall customer service experience via emails, chats, and calls. •Ensuring organization operations and procedures are well executed by disseminating useful information to customers and adopting an empathetic approach while delivering customer support. •Gather and provide feedback on the efficiency of the customer service process to identify areas for improvement. •Meet and exceed multiple performance-related targets and KPIs. •Deactivating and adding customer accounts upon cancellation of subscriptions. •Query resolution and efficient troubleshooting. •Hold high professionalism levels and demonstrate strong ownership in issue resolution through sharing knowledge, investigation, and communicating clearly with customers. •Specializing in different account topics and becoming a subject expert who communicates effectively with customers. •Working independently and closely with business operations and internal team members to optimize and support workflows. •Inform customers about new products, features, and promotions, keeping up to date with product features and ensuring they are adequately provisioned on subscriptions. Human Resource & Administration Officer January 2019 - September 2020 African Summit on Entrepreneurship and Innovation (Asenti, NGO) Key Responsibilities: Managing office services by ensuring office operations and procedures are organized, correspondences are controlled, filing systems are designed and duties are properly assigned and monitored. Being at the frontline of onboarding new employees. In charge of paperwork associated with the recruitment and hiring process. Supporting the development and implementation of HR initiatives and systems Work independently to manage multiple projects and meet deadlines, together with strong team-building skills, and analytical skills to navigate procedures and responsibilities. Perform review and analysis of projects and keep the management properly informed. Handling office records generating reports and setting up for presentations. Maintaining all employee records for future reference and retrieval. Writing and distribution of correspondence emails, faxes, and office memos to the various departments. Perform any other assigned duties. Industrial Attachment – Hospitality, HR & Administration May 2017 - August 2017 Laico Regency Hotel. Key Responsibilities: Front office & Human Resource. Finding out the needs of the client(s); after which I get on board to discover areas that need to be improved in ensuring high-quality in-service delivery. Be part of the talent acquisition team in charge of the recruitment process. Manage and maintain a safe and healthy work environment by following the company standards and legal regulations. Handling of interdepartmental communication while acting as a link across the various departments. Support the updating of the organization's policies. Maintaining employee records for easier future reference. Perform any other duties as assigned. Industrial Attachment- Hospitality, HR & Administration May 2016 - August 2016 Kivi Milimani Hotel. Key Responsibilities: Front office. Answer the guests’ phone calls and make reservations for check-ins and check-outs. Sorting administration correspondences and maintaining schedules. Handle in-house communication via the Business Telephone System. Assist in coordinating work operations to ensure maximum clientele satisfaction is achieved as per the organization’s policies and regulations. Manage and coordinate guests’ queries & complaints satisfactorily, while maintaining a safe and healthy work environment by ensuring all staff follow the company standards and legal regulations. Oversee the general issues of staff and amicably resolving conflicts. Perform any other assigned duties. EDUCATION 2019 to 2022: Graduate Diploma in Certified Human Resource Professional, College of Human Resource Management (CHRP-K) 2018: Bachelor of Hotels and Hospitality Management, Maasai Mara University 2014: Computer Essentials, Kenya Institute of Management 2013: Kenya Certificate of Secondary Education, Chuka Girls’ COMMUNITY SERVICE & PERSONAL INTERESTS Community Service: Mentor for young people looking for career opportunities and individual growth under Generation Kenya. Youth Empowerment training for youth-led groups, women-led ‘chamas’ under Change Mind Change Future (CMCF) NGO Personal Interests: Reading & Volunteering REFEREES Alvine Ndaregwa Operations Manager, Majorel Tel: -| Email:- Lilian Kawira Chief Executive Officer, Uptyke Consulting Ltd Tel: -| Email:- Calvin Jodisi Chief Executive Officer & Founder, Asenti Tel: -| Email:-