Hellen Otieno Email & Phone Number

With a passion for revenue optimization and a keen eye for market trends, I am a results-driven Revenue Manager in the hospitality industry. Combining my expertise in revenue management strategies with my technical skills in hospitality tech, I have consistently achieved outstanding financial results for the organizations I have worked with.

Nairobi, Kenya

● Monitored marketing and sales trends to generate forecasts and measure effectiveness of campaigns.● Met with supervisor to determine project scope, outline deliverables or timelines and create action plan.● Informed supervisors and company leaders on markets and regional sales needs to best meet customer needs and maximize revenue.● Created customized marketing materials to increase product awareness.● Collaborated with product development team to effectively modernize and update promotions.● Identified appropriate marketing channels and target customers for campaigns.● Forecasted marketing trends based on previous data to adjust campaigns and maximize sales.● Utilized diverse research techniques and online or published data collection tools to amass key information or statistics, supporting business objectives.● Contributed social media content to increase brand visibility and value and promote new products.● Recorded accurate respondents' answers during interviews for future reference.

Nairobi, Kenya

● Employed comprehensive benchmarks to establish and monitor customer service standards.● Provided primary customer support to internal and external customers.● Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.● Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.● Described product and service details to customers to provide information on benefits and advantages.● Asked open-ended questions and researched issues in system to resolve various customer billing errors.● Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.● Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.

Nairobi, Kenya

● Informed clients of travel policies and utilized preferred vendors to maximize company profits● Worked closely with clients to understand unique needs and meet specific travel desires.● Organized trips for individual, family and business travelers.● Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.● Completed accurate reservations for business travelers at point of sale.● Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.● Monitored market trends and activities to maintain competitive rates and strategies, increasing net revenue.● Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.

Nairobi, Kenya

● Informed clients of travel policies and utilized preferred vendors to maximize company profits● Worked closely with clients to understand unique needs and meet specific travel desires.● Organized trips for individual, family and business travelers.● Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.● Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.● Completed accurate reservations for business travelers at point of sale.● Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.● Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.● Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.