BRIAN OCHIENG OTIENO
Nairobi
Summary
Guest-focused customer service and operations professional with over 10 years of international experience in hospitality support, guest relations, administrative coordination, and compliance-driven environments. Skilled in handling high-volume customer interactions, resolving complaints, maintaining documentation, and working within structured procedures. Experienced in multicultural environments across Kenya, Poland, and Sierra Leone. Adaptable, disciplined, and comfortable working long shifts in fast-paced, service-oriented settings including cruise and hospitality environments.
Overview
13
13
years of professional experience
Work History
Operations and Service Coordinator
Keyo Limited
Nairobi, Kenya
02.2024 - Current
- Act as primary point of contact for service users, responding to inquiries and resolving issues professionally.
- Handle high volumes of calls, emails, and messages while maintaining accuracy and professionalism.
- Maintain detailed records, logs, and operational documentation.
- Coordinate with internal teams to ensure smooth service delivery and timely resolution of concerns.
- Support service improvement initiatives focused on customer satisfaction and efficiency.
Operations Support Officer
Herufi Africa
Nairobi, Kenya
01.2023 - 11.2023
- Provided operational and administrative support across multiple service activities.
- Handled client inquiries, scheduling, follow-ups, and documentation.
- Ensured clear communication between teams to support smooth service delivery.
- Maintained records and reports to support management oversight.
- Coordinated service delivery across multiple departments to ensure seamless operations.
- Developed and implemented process improvements to enhance customer satisfaction.
- Trained new staff on company policies and service standards, fostering a collaborative environment.
- Led cross-functional teams to deliver projects on time and within budget.
- Developed project plans, schedules, and timelines for efficient resource allocation.
Junior Project Manager / Field Operations Support
JAM International
Freetown, Sierra Leone
07.2022 - 12.2022
- Supported international programmes with logistics, coordination, and reporting duties.
- Worked closely with multicultural teams and international partners.
- Ensured compliance with organizational policies and operational procedures.
Project Manager
Herufi Africa
Nairobi, Kenya
02.2020 - 06.2022
- Coordinated operational activities and stakeholder communication.
- Supported service delivery objectives and workflow coordination.
- Ensured adherence to organizational standards and funding requirements.
Compliance and Risk Analyst (KYC/AML)
Citigroup
Warsaw, Poland
01.2017 - 07.2018
- Worked in highly regulated environments requiring accuracy and confidentiality.
- Reviewed customer information and documentation in line with compliance standards.
- Escalated issues appropriately following internal procedures.
Customer Service Representative
Contact Reach
Warsaw, Poland
01.2014 - 10.2015
- Managed high-volume inbound and outbound customer calls.
- Resolved customer complaints and service issues professionally.
- Delivered consistent customer service aligned with company standards.
Intern Waiter
Umuntu African Dishes
Warsaw, Poland
12.2012 - 11.2013
- Assisted with table set-up and preparation for service.
- Greeted guests and escorted them to tables ensuring a welcoming dining experience.
- Took orders and delivered food and beverages promptly and professionally.
- Cleared and reset tables efficiently for next guests.
- Maintained cleanliness and sanitation standards following safety procedures.
- Worked evenings, weekends, and holidays in a fast-paced environment.
Education
Master of Arts - International Relations
Collegium Civitas University
Warsaw, Poland07-2019
Bachelor of Arts - International Relations
Collegium Civitas University
Warsaw, Poland06-2016
Skills
- Guest Relations and Passenger Assistance
- Customer Service and Complaint Resolution
- Front Desk and Reception Operations
- Food and Beverage Service Support
- Multicultural Communication
- Administrative and Clerical Support
- Documentation and Record Keeping
- Compliance with Company Policies and Procedures
- Health, Safety, and Sanitation Awareness
- Teamwork in High-Pressure Environments
- Shift-Based and Contract Work Readiness
- Client advocacy
- Accurate recordkeeping
- Telephone communication
- Notetaking and documentation
Additional Information
Extensive experience working with international guests and multicultural teams., Strong customer service, communication, and problem-solving skills., Comfortable with long shifts, structured procedures, and high-pressure environments., Professional, adaptable, and service-oriented., Valid passport. Ready for immediate deployment.
Languages
English
Native or Bilingual
Swahili
Native or Bilingual
Polish
Limited Working
Russian
Elementary
Timeline
Operations and Service Coordinator
Keyo Limited
02.2024 - Current
Operations Support Officer
Herufi Africa
01.2023 - 11.2023
Junior Project Manager / Field Operations Support
JAM International
07.2022 - 12.2022
Project Manager
Herufi Africa
02.2020 - 06.2022
Compliance and Risk Analyst (KYC/AML)
Citigroup
01.2017 - 07.2018
Customer Service Representative
Contact Reach
01.2014 - 10.2015
Intern Waiter
Umuntu African Dishes
12.2012 - 11.2013
Master of Arts - International Relations
Collegium Civitas University
Bachelor of Arts - International Relations
Collegium Civitas University
Personal Information
- Available: Immediate | Open to International Contracts