Open to opportunities

Nkatha Diane

@nkathadiane

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Business Administrator focused on client support, customer service excellence, and efficient office operations.

Kenya

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What I'm looking for

I’m looking for a role where I can deliver exceptional client support, manage office and records efficiently, and continuously improve processes. I want a fast-paced team that values professionalism, accuracy, and customer satisfaction.

I’m a dedicated and reliable Business Administrator with a proven track record of providing exceptional customer service in fast-paced environments. I bring keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks in both independent and team settings.

In my Property Client Support role, I manage contracts, support negotiations, schedule property visits, and prepare reports to help finalize purchases and exceed customer expectations. I also follow up on incentives, communicate client needs, maintain records and sales collaterals, and advertise properties across websites, social media, and real estate guides.

I previously supported customers through inbound and outbound communications, quotations, enquiries, orders, and refunds, while continuously improving processes and response times. I’ve consistently improved retention and satisfaction—resolving complaints with corrective action and increasing positive feedback and 5-star ratings through professional service.

Experience

Work history, roles, and key accomplishments

Current

Property Client Support

Current

Gadwick Homes Plus

Jan 2020 - Present (6 years 5 months)

Managed property contracts and negotiations to support purchases and exceed customer expectations, including scheduling visits and preparing reports. Resolved complaints and improved retention by 50%, while increasing positive feedback and 5-star ratings by 60%.

Contract Management Customer Service Scheduling Records Management Spreadsheet Management Account Management Process Optimization Quality Management

Customer Support

Carlcare

Jan 2018 - Dec 2018 (11 months)

Provided customer support in-person and by telephone, issuing quotations, resolving enquiries, and processing orders, sales, and refunds. Created spreadsheets and improved inventory management accuracy by 25% while increasing customer retention by 50% through corrective action.

Customer Support Process Optimization Inventory Management Quotations Sales And Refund Processing Quality Management Spreadsheet Management

Customer Care Executive

Kencall Centre

Jan 2016 - Jan 2017 (1 year)

Coordinated timely responses to online customer communications, researched complex issues, and owned cases through resolution. Conducted customer surveys and analyzed customer needs to recommend products/services, consistently meeting service milestones in speed, accuracy, and volume.

Customer Care Online Communication Survey Data Analysis Database Management

Administrative Assistant

Gadwick Global

Jan 2015 - Jan 2016 (1 year)

Executed records filing and managed incoming correspondence to improve organization and reduce processing time. Coordinated vendor activities, scheduled office equipment repairs, supported meeting setup, and recorded minutes to track actions and accountability.

Office Administration Records Management Correspondence Management Vendor coordination Scheduling Meeting Minutes