EMMAH W NDERITU
Summary
Experienced Customer Care and Property Management professional with over 8 years in owners' association management and real estate. Expertise includes service charge collections, vendor coordination, and document management with Urbanise, Farvision, and the Mollak Portal. Committed to enhancing customer relations and streamlining property management processes.
Overview
2
2
Languages
9
9
years of professional experience
Work History
Community Administrator
ASTECO OWNERS ASSOCIATION -Aldar
04.2024 - Current
- Coordinate with owners, tenants, vendors, and internal departments to ensure efficient community operations and high-quality customer service.
- Prepare comprehensive monthly operational and service charge reports for four assigned communities and distribute them to property owners.
- Manage service charge collections through telephone calls, emails, and mail merge campaigns, ensuring timely follow-up on outstanding balances.
- Receive and verify proof of service charge payments and coordinate with the Accounts team to update Statements of Account and issue payment receipts to unit owners.
- Process utility payments, including DEWA and Empower invoices, ensuring timely settlement.
- Prepare and issue warning letters, notices of violation, and fines through email and the Mollak Portal.
- Prepare and process No Objection Certificates (NOCs) for property sales, as well as minor and major fit-out or renovation works.
- Verify and approve tenant move-in and move-out requests and issue the required NOCs in accordance with community regulations.
- Prepare and distribute official building notices to owners and tenants through email and property communication channels.
- Register and maintain vendor and service provider records within the Urbanise and Farvision platforms.
- Process Purchase Requisitions (PRs), tax invoices, and payment requests for vendors and service providers using Urbanise and Farvision systems.
- Maintain accurate owner and tenant contact information by updating records in Urbanise and the Mollak Portal.
EXECUTIVE CUSTOMER CARE
Stratum Owners' Association Management
07.2022 - 11.2023
- Delivered high-quality customer service, maintaining professional communication with unit owners, contractors, and internal departments to foster strong relationships.
- Managed inbound customer calls, routing inquiries to appropriate departments, ensuring timely resolution and enhanced customer satisfaction.
- Coordinate with Facilities Management and Building Managers to ensure prompt resolution of unit owners' requests, concerns, and complaints.
- Perform service charge collections and follow up on outstanding payments to support the financial sustainability and maintenance of managed properties.
- Prepared and distributed Statements of Account to unit owners, conducting payment follow-ups via email and telephone to improve collection rates.
- Respond to customer emails and coordinate with the Accounts team by forwarding proof of service charge payments for statement reconciliation.
- Maintain accurate and up-to-date unit owner records, including contact information, ensuring effective communication of notices, service charge reminders, and important updates.
- Issue notices, warning letters, announcements, and other official communications across multiple managed properties.
- Organised and sent owner satisfaction surveys, meeting invitations, and Zoom conference details for owners' association meetings.
Dispatch Officer / Data Entry Clerk
Jeyfine Wines Company, Kenya
Nairobi, Kenya
05.2020 - 08.2021
- Maintained accurate records of dispatch activities, deliveries, and service requests to ensure effective tracking and accountability.
- Created and maintained delivery schedules and routes for field personnel to ensure timely order fulfilment.
- Optimized delivery routes using Microsoft Excel by calculating travel distances and estimated delivery times.
- Coordinated with drivers and internal teams to ensure efficient daily operations.
- Responded to customer inquiries and resolved delivery-related concerns professionally.
- Accurately entered customer orders into the company's distribution system while maintaining data integrity.
- Processed and recorded financial transactions, including customer invoicing and payment tracking, to support accurate financial reporting.
- Maintained accurate inventory records, monitoring stock levels, sales, and distribution activities.
- Tracked product availability and processed stock replenishment requests.
- Prepared and updated operational reports to provide insights for inventory and sales management.
Reservations & Enquiries Agent
DUSIT THANI
02.2019 - 05.2020
- Facilitated reservations and booking modifications, tailoring experiences to individual guest preferences and requirements.
- Managed inbound calls, addressing guest inquiries on hotel accommodations, dining options, and available services to enhance guest satisfaction.
- Provided timely and professional customer service, effectively resolving guest inquiries to ensure a positive experience.
- Coordinated with relevant departments to ensure seamless guest experiences.
- Prepared end-of-day operational and staff performance reports for management review and filing
Administrative Support Officer
EMAAR PROPERTIES-LEC
10.2017 - 02.2019
- Welcomed and assisted visitors, providing a professional first point of contact for clients and prospective property buyers.
- Assessed visitors' needs and efficiently directed them to appropriate Sales Consultants for tailored assistance.
- Ensured guests were comfortable while waiting and maintained a high standard of customer service.
- Recorded visitor information accurately in the CRM/system to support daily reporting, follow-up activities, and marketing campaigns.
- Compiled daily visitor turnover reports and ensured accuracy in reception records for effective tracking.
- Communicated daily operational activities, incidents, and resolutions to management, facilitating informed decision-making.
- Compiled collection reports for service providers related to service providers and administrative documentation.
Education
Certificate of Higher Education - NURSING ASSISTANT
CNA TRAINING INSTITUTE
Dubai2022
Diploma of Higher Education - Front Office Operations
Zetech University
Nairobi Kenyq01-2011
Diploma of Higher Education - Administration management
Ark Computer Line College
Nyeri Kenyq01-2009
Certificate of Higher Education - Basic Computer Operations
Viteec College
Nyeri Kenyq01-2007
Skills
- Community management
- Customer service
- Client communication
- Vendor coordination
- Operational reporting
- Project coordination
- Administrative support
- Time management
- Deadline management
- Attention to detail
- Problem resolution
- Conflict resolution
- Communication skills
- Team leadership
- MS Office Suite
- Project planning
- Problem-solving
Languages
English
Advanced
C1
SWAHILI
Advanced
C1
Hobbies and interests
- Reading and continuous learning
- Customer engagement and community involvement
- Traveling and exploring different cultures
- Team sports and fitness activities
- Volunteering and community service
Timeline
Community Administrator
ASTECO OWNERS ASSOCIATION -Aldar
04.2024 - Current
EXECUTIVE CUSTOMER CARE
Stratum Owners' Association Management
07.2022 - 11.2023
Dispatch Officer / Data Entry Clerk
Jeyfine Wines Company, Kenya
05.2020 - 08.2021
Reservations & Enquiries Agent
DUSIT THANI
02.2019 - 05.2020
Administrative Support Officer
EMAAR PROPERTIES-LEC
10.2017 - 02.2019
Certificate of Higher Education - NURSING ASSISTANT
CNA TRAINING INSTITUTE
Diploma of Higher Education - Front Office Operations
Zetech University
Diploma of Higher Education - Administration management
Ark Computer Line College
Certificate of Higher Education - Basic Computer Operations
Viteec College