Jacqueline Ngatia

A highly organized and results driven individual with over 14 years of progressive experience in office administration, SME operations management, executive support, banking, finance, accounting, client relationship management, and. Demonstrated expertise in providing high-level executive assistance, managing complex schedules, coordinating meetings and travel, preparing reports and correspondence, and ensuring seamless day to day office operations. Skilled in office and facilities management, procurement, financial administration, client portfolio management, retail banking, microfinance, and general supplies.

Recognized for exceptional organizational, communication, and problem-solving abilities, with a proven track record of streamlining administrative processes, maintaining confidentiality, managing multiple priorities, and building productive relationships with clients, executives, and stakeholders. Committed to delivering operational excellence while supporting strategic business objectives in fast-paced environments.

Administrator, Finance & Executive Assistant at Olosho Security Services Limited (2020-02 – Present)

Key Responsibilities

• Coordinate daily office administration and business operations to ensure efficient service delivery and smooth organizational workflows.
• Managing procurement, inventory and asset control, petty cash and operational expenditure, vendor relationships, office stationery procurement, license renewals, and the fueling and maintenance of company vehicles and motorcycles to ensure uninterrupted business operations.
• Provide comprehensive executive assistance to the Directors by managing calendars, scheduling meetings, coordinating travel arrangements, and preparing correspondence, reports, and presentations.
• Manage office correspondence, client enquiries, stakeholder communications, and maintain confidential company records and documentation.
• Maintain accurate financial records, process invoices, and manage accounts receivables and payables.
• Prepare payroll in liaison with the Human Resource department and ensure compliance with statutory requirements.
• Prepare and file statutory returns, including VAT, PAYE, NHIF, NSSF, and other regulatory obligations within the required timelines.
• Coordinate contract administration, clients and employee onboarding, and the maintain personnel records.
• Prepare management reports, financial summaries, presentations, and other documentation to support informed decision-making.
• Conduct financial analysis, budgeting, forecasting, and risk assessments to support and advise the board with operational and financial planning.
• Coordinate operational meetings, prepare agendas, record minutes, and follow up on action points to ensure timely implementation.
• Serve as the primary liaison with banking partners by coordinating on salary approvals, cheque processing, employee salary account opening and verification, prepare loan application documentation on behalf of the company, and coordinate banking requests and updates.
• Scouting for open tenders, ensuring company's' documents are up to date, making timely applications and submissions to enhance client acquisition and general business growth,
• Support operational planning and implement improvements to enhance efficiency.

Office Administrator at Splendid Supplies and Services Limited & Microfinance (2015-02 – 2020-01)

Key Responsibilities

• Managed daily office administration and business operations.
• Maintained company records, filing systems, and confidential documents while ensuring data accuracy and confidentiality. Prepared administrative reports, management documentation, and operational records.
• Coordinated directors' calendars, meetings, correspondence, travel arrangements, and administrative support activities.
• Managed telephone, email, and client communications, ensuring prompt and professional responses to enquiries.
• Oversaw office maintenance and facilities management, ensuring a clean, safe, organized, and efficient working environment while coordinating the procurement of office supplies, inventory management, and vendor relationships.
• Identified tender opportunities, prepared tender documentation, and coordinated tender submissions.
• Coordinated client orders, monitored timely deliveries, and maintained effective relationships with customers, suppliers, and service providers.
• Managed petty cash, monitored operational expenses, and ensured timely payment of utility bills and statutory obligations.
• Coordinated the registration and onboarding of women's groups (chamas), maintained member records, and provided administrative support for savings and loan activities by carrying out credit assessments, assisting in loans appraisal and disbursements, monitoring repayments, and following up on overdue accounts in accordance with company policies.
• Educated members on savings, share contributions, loan products, and repayment requirements while responding to enquiries and resolving members concerns.

Portfolio Advisor at Barclays Bank Kenya Limited (now Absa Bank Kenya PLC) (2012-02 – 2015-02)

Key Responsibilities

• Managed a portfolio of Barclaycard customers through proactive outbound calls, building strong client relationships and delivering personalized account support.
• Conducted telesales activities by promoting Barclaycard products and services, identifying customer needs, and consistently achieving sales and portfolio growth targets.
• Visited corporate clients at their offices and business premises to present Barclaycard solutions, strengthen customer relationships, and identify business development opportunities.
• Monitored customer account performance, followed up on repayments, and encouraged timely settlement of outstanding balances.
• Built long-term customer relationships through regular follow-up, customer retention initiatives, and proactive portfolio management.
• Served as the primary point of contact for assigned customers, resolving enquiries relating to Barclaycard and other Barclays banking products, and coordinating with relevant departments to ensure prompt resolution of complex issues.
• Researched customer information, investigated account-related concerns, and provided timely, professional solutions while maintaining high customer service standards.
• Maintained accurate customer records and updated portfolio information in accordance with bank policies, regulatory requirements, and data confidentiality standards.
• Collected and analyzed customer feedback to identify service improvement opportunities and enhance the overall customer experience.
• Applied the Treating Customers Fairly (TCF) principles and ensured compliance with the Consumer Protection Act, banking regulations, and internal operational procedures.
• Collaborated with internal teams to deliver seamless customer service and strengthen long-term client relationships.

Diploma in Cooperative (Microfinance) Management – Nyeri National Polytechnic (2008-04 – 2010-11)

Certificate in Computer Applications – Nation Campus Nyeri (2009-09 – 2009-12)

Kenya Certificate of Secondary Education – Narumoru Girls Secondary School (2004-02 – 2007-12)

Kenya Certificate of Primary Education – Nyamachaki Primary School (1996-01 – 2003-11)