Brenda Otieno
@brendaotieno2
Customer service and operations professional at AA Kenya Plc improving front-office workflows and coordinating daily client service.
KenyaWhat I'm looking for
At AA Kenya Plc, I manage client interactions across walk-in and phone channels, coordinate scheduling with instructors and internal departments, and maintain CRM records. I also restructured front-office workflows to improve daily operations and reduce client wait times.
At Travelduqa Ltd., I customized travel packages for individual, corporate, and family clients, increasing repeat bookings by 30%. I coordinated travel logistics for 200+ travellers and handled client inquiries across email, phone, and live chat.
At Ziva Hostesses Agency, I coordinated event reservations and guest seating for events hosting up to 200 guests. I'm seeking opportunities in customer support, client services, administration, operations, or remote assistance.
Experience
Work history, roles, and key accomplishments
Admin & Operations / Customer Service Officer
AA Kenya Plc
Jan 2025 - Present (1 year 10 months)
Manage 50+ client interactions daily across walk-in and phone channels, coordinate scheduling with 15+ instructors, and restructure front-office workflows to improve operational flow and reduce client wait times.
Customer Service Lead / Travel Consultant
Travelduqa Ltd.
Oct 2022 - Dec 2024 (2 years 2 months)
Increased repeat client bookings by 30% through customized travel packages, handled 100+ client inquiries weekly, and coordinated multi-city travel logistics for 200+ travellers.
Part-Time Hostess
Ziva Hostesses Agency
Jan 2020 - Sep 2022 (2 years 8 months)
Coordinated reservations for events hosting up to 200 guests, managed guest seating and flow, and responded to guest inquiries to support service execution.
Travel Consultant
Crystal Tours Kenya
Jan 2020 - Mar 2020 (2 months)
Provided travel consulting services, assisting clients with travel planning and coordination.
Hospitality Trainee
The Clarion Hotel
Jan 2017 - Dec 2017 (11 months)
Completed hospitality training, gaining hands-on experience in hotel operations and guest services.
Education
Degrees, certifications, and relevant coursework
Kenya Utalii College
Diploma, Travel Agency Techniques
Diploma in Travel Agency Techniques (Foundation & Consultancy) from Kenya Utalii College, completed in 2019.
Kenya Methodist University
Diploma, Hospitality & Tourism
Diploma in Hospitality & Tourism from Kenya Methodist University, completed in 2017.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Social media
Job categories
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