DIANA KAGENI NJAGI
PHONE: -
E-MAIL:-P.O. BOX 27490 NAIROBI 00100, KENYA
CAREER OBJECTIVE
To leverage my exceptional organizational skills, proactive approach, and attention to detail
as a Remote Virtual Assistant. Dedicated to enhancing efficiency and productivity for clients
through seamless administrative support, while thriving in a dynamic remote work
environment.
PERSONAL INFORMATION
Marital Status: Single Language Spoken: Fluent English
WORK EXPERIENCE
Feb 2024 - Present
REMOTE VIRTUAL ASSISTANT
❖ Transcriptionist
❖ Administrative support
❖ Email management
❖Calendar scheduling
❖Project management
❖Customer service support
❖Social media management
❖Travel Management
❖Content writing
❖ Blog posts/press release/sales letters/product reviews
❖ Copy writing
Mar 2022 - Jan 2024 Gamewatchers Safaris
CUSTOMER SERVICE SUPERVISOR
❖ Managed client inquiries across various channels including email, phone, and social media
platforms.
❖ Resolved customer issues promptly and effectively to ensure satisfaction.
❖ Liaised with both direct clients and local agents to facilitate seamless service delivery.
❖ Coordinated the customer service team to ensure optimal client experiences.
❖ Monitored supplier services to maintain high standards of service delivery.
❖Designed safari itineraries and calculated costs accordingly.
❖Handled hotel and lodge reservations for clients.
❖Issued client vouchers and conducted file audits for accuracy.
❖Provided safari briefings to clients and conducted inspections of hotels and lodges.
❖Managed Tour Plan operating systems and briefed operations on confirmed files.
Feb 2018 - Dec 2020 Basecamp Explorer Kenya
SENIOR TOUR/SALES ACCOUNT MANAGER
❖ Responded promptly to client inquiries via email and phone.
❖ Designed personalized itineraries for both direct clients and travel agents.
❖ Prepared and sent quotations, as well as handled invoicing processes.
❖ Managed reservations for hotels, flights, and guests services
❖ Resolved customer issues to high levels of satisfaction.
❖ Developed and managed a portfolio of local and international travel agents accounts.
❖ Formulated and executed strategic sales plans to achieve revenue targets and market
growth.
❖ Delivered persuasive sales presentations to clients, highlighting the company’s value
proposition.
❖ Cultivated strong and enduring relationships with travel agents and direct clients through
regular communication and meetings.
❖ Identified opportunities for up-selling or cross-selling products and services products and
services to existing clients, surpassing set sales targets.
❖Negotiated contracts, pricing and terms with clients to ensure mutually beneficial
agreements.
❖Focused on client satisfaction and retention
❖Participated in industry in industry events, trade shows, and conferences to expand
networks and stay updated on industry trends.
Aug 2016 - Mar 2018: Convent International Hotel
SALES MANAGER
❖Develop and implement sales strategies to achieve revenue goals and occupancy targets.
This includes setting room rates, promotions, and packages.
❖Identify potential clients and markets, including individual travelers, groups, leisure
business, corporate clients, and event planners. Build and maintain relationships with these
clients.
❖Manage and nurture relationships with existing clients to encourage repeat business. Up-sell
services and accommodations to increase revenue from existing accounts.
❖Work with the marketing team to create and implement marketing campaigns,
advertisements, and promotions to attract guests.
❖Prepare and manage the department's budget. Ensure that expenses are in line with
revenue goals.
❖Develop and maintain sales forecasts and reports, which help in setting targets and
measuring performance.
❖Gather feedback from clients and guests and use this information to improve services and
customer satisfaction. Provide regular reports to the hotel management regarding sales
performance.
❖Provide leadership, guidance, and training to the team members. Ensured that they met
their individual and departmental targets.
❖Ensured that guests received exceptional service and addressed any concerns or issues
promptly.
Aug 2013 - Jan 2016 Relocated to Mombasa where I was self-employed.
Jul 2012 – Jun 2013 Hemingways Hotels
KEY ACCOUNT MANAGER
❖ Playing an integral role in new business pitches for Key Accounts
❖Responsible for the development and achievement of sales through the direct sales
channel
❖Maintaining the Key accounts by regularly keeping in touch, handling any queries,
feedback and loyalty programs
❖Write business plans for all current and opportunity tender businesses.
❖Preparation and implementation of sales plans both locally and regionally.
❖Preparation of weekly, monthly, quarterly and annual sales reports and achievements
❖Carrying out market research/ intelligence in the region and ensuring that Management
is informed accordingly.h direct clients on email for inquiries received via the company’s
website.
May 2008 – Jun 2012 Chloride Exide kenya Ltd
SALES REPRESENTATIVE
❖ Develop and grow the battery and solar sales within my region.
❖ Market Chloride Exide as the forefront of solar and battery in the region.
❖ Build good relationship with existing and new clients
❖ Increase revenue by surpassing monthly and yearly targets.
❖ Making visits to dealers in my region.
❖Creating a WOW customer experience, collecting feedback from clients on how to
improve products and services. Resolving customer complaints.
❖ Preparation of weekly, monthly, quarterly and annual sales reports.
Nov 2007 – Mar 2008: Sarova Stanley
SALES COORDINATOR
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Prospecting of new clients
Identify leads, manage prospects and acquire new business
Consistently meet quota and revenue goals
Compile weekly sales reports and give daily updates on activities
Assist in the organizing of promotional events
Conduct market research and analyse consumer rating reports/questionnaires
Communicate directly with clients and build lasting relationships
Research and analyse market conditions and opportunities
APRIL 2006 – OCT 2007: Sarova Stanley
FRONT OFFICE SUPERVISOR
❖ Supervise front desk staff and ensure that they provide excellent customer service
❖ Respond to guests' inquiries and requests in a timely and professional manner
❖ Monitor daily operations of the front desk, including check-ins, check-outs, and guest
requests
❖ Manage reservations and room availability
❖ Ensure accuracy of billing and payment processes
❖ Monitor and review guest feedback
❖ Resolve customer complaints
❖ Train and coach front desk staff
❖ Monitor staff performance and provide feedback
❖ Maintain a clean and organized front desk area
JAN 2006 - MAR 2006: Sarova Stanley
FRONT OFFICE RECEPTIONIST/CASHIER
❖ Welcome and check-in guests, making a warm and professional first impression
❖ Kindly and promptly address guest inquiries, requests, and concerns
❖ Provide information about hotel services, amenities, and local attractions
❖ Coordinate with other hotel departments to fulfill guest needs and requests
❖ Manage reservations, cancellations, and room assignments.
❖Process payments, handle cash, and maintain accurate records
❖Maintain a tidy and organized front desk area
❖Use hotel management software for check-ins, check-outs, and guest information
EDUCATION
1990 - 1993 Moi Forces Academy Nakuru Kenya Certificate of Secondary Education
1994 – 1996 Kenya Utalii College Nairobi Diploma in Front Office Operations
1997 - 2001 United States International University Degree in IBA, marketing
major
SKILLS
Proficient in Microsoft Office Suite (MS Word, MS Excel, MS Access, MS PowerPoint) &
Google workspace
Experienced in email and internet usage
Familiar with Trello, Asana, Tour Plan, Oprah, and Nightsbridge software
Skilled in using various booking engines including Booking.com, Expedia, and WETU
Competent in CRM (Customer Relationship Management) software applications
1.Jackie Akoyi.
Customer Service Manager
Gamewatchers Safaris
Tel:-
Email:-2.Gerishen Katieno
Human Resource Manager
Basecamp Explorer kenya
Tel:-
Email:-3. Zippy Njiri
Sales Manager
Hemingways Collection Hotels
Tel:-
Email:-
REFEREES
