Joshua Otieno
Summary
Versatile professional skilled in sales strategy, client relationship management, and team development. Expertise in analyzing market trends and implementing targeted initiatives that drive growth and customer satisfaction. Adept at fostering collaborative environments and promoting ethical standards in service delivery.
Overview
7
7
years of professional experience
Work History
Senior Booking Manager
Thailand Beyond
12.2025 - 06.2026
- Led client services, sales operations, and partner relationships across Phuket and Chiang Mai, driving business growth while upholding ethical tourism standards.
- Built and managed strong partnerships with tour operators, hotels, and transport providers to enhance customer experiences and business opportunities.
- Developed new markets and sales channels to expand customer base through targeted business development initiatives.
- Oversaw the development and promotion of tourism packages and add-on experiences, increasing sales while maintaining ethical and sustainability standards.
- Designed and delivered sales, customer service, and client engagement training, improving team performance and service quality.
- Prepared weekly and monthly sales reports analyzing revenue, conversion rates, and partner performance to inform strategic decision-making.
- Mentored and led client service teams to foster accountability, teamwork, and continuous improvement in customer service.
Client Relations & Operations Manager
Thailand Beyond
09.2025 - 11.2025
- Managed client relationships, enhancing customer satisfaction and creating memorable ethical wildlife tourism experiences.
- Coordinated daily operations to ensure safe, seamless, and ethical program delivery.
- Resolved client concerns professionally while maintaining high service standards and organizational values.
- Fostered professionalism and seamless service delivery through effective cross-functional collaboration, supporting values-driven teamwork.
- Educated guests on elephant welfare, conservation, and responsible tourism practices.
- Elephant Sanctuary | Est. 2007
Sales & Customer Service Manager
A Space Renovation and Real Estate Company
10.2022 - 07.2025
- Managed over 100 customer interactions daily through various communication channels. for real estate and Renovation in UAE (Calls, WhatsApp, social media, and emails) using AMOCRM, ensuring quick and professional responses.
- Enhanced client engagement across calls, emails, WhatsApp, and social media using AMOCRM.
- Guided customers through consultations, lead qualification, and project concerns.
- Resolved customer concerns on related projects, deliveries, and product quality, achieving a 90%+ customer satisfaction rating.
- Qualified leads by providing detailed service and pricing information which, contributed to a 20% increase in conversion rates.
- Identified upselling and cross-selling opportunities on potential Residential or Commercial Projects, generating an additional 10-15% in revenue per customer.
- Mentored colleagues in addressing client challenges, resulting in increased upselling of additional services.
- Conducted follow-up calls and messages post-service on daily basis, improving repeat business and referrals by 15%.
- Scheduled and coordinated 100+ monthly appointments with Designers, Sales Manager, Brokers and Project Managers across Dubai, Abu Dhabi, Sharjah, and Ajman.
- Maintained expert knowledge of renovation projects, design, and furnishing services to effectively guide customers in service selection.
- Guided customers on design trends and renovation options, building engagement and trust.
Sales Specialist → Team Leader
2W Trade
Moscow
12.2019 - 09.2022
- Promoted from specialist to team leader, driving growth in competitive markets.
- Led, trained and motivated a sales team of 10+ members, fostering collaboration and driving a 30% increase in quarterly sales revenue.
- Strengthened customer trust through clear communication and strategic leadership in selling pharmaceutical products across Africa, enhancing client loyalty.
- Built and maintained strong relationships with existing clients, while identifying and acquiring new business opportunities to expand market presence.
- Meet monthly and quarterly sales targets by increasing product sales and expanding market coverage across Africa.
- Coordinate with logistics and customer support teams to ensure accurate order processing and timely deliveries.
- Monitored customer feedback, market trends, and competitor products to identify actionable opportunities for business growth.
- Pharmaceutical Company: Kenya, Ghana, Nigeria, Tanzania
Education
Bachelor of Laws - Business Law | Corporate Law
People's Friendship University of Russia
Moscow, Russia06-2025
Russian Language -
Moscow State Pedagogical University
Moscow, Russia07-2021
Bachelor of Cooperative Business - Marketing
Co-operative University of Kenya
Nairobi, Kenya01-2019
Kenya Certificate of Secondary Education -
Ugenya High School
Siaya, Kenya11-2015
Kenya Certificate of Primary Education -
Salem Academy
Kisumu , Kenya11-2011
Skills
- Sales Strategy Development
- Sales and Customer planning
- Report writing
- MS Office proficiency
- Analytical Thinking
- Problem solving
- Leadership & Team Building
- Communication & Presentation
- Multitasking
- Ethical Business Practices
- Client relationship management
- Training and mentoring
- Business administration
- Business law enthusiast
- Process improvement
Languages
- Kiswahili, Native
- English, Fluent
- Russian, Upper Intermediate
Personal Information
Nationality: Kenyan
Community Service
Cleaning exercise, St. Mary's Hospital, Langata, Nairobi, 2016, Volunteer work, Leadership, Foreign languages, Research, Sports, Traveling, Represented high school in public speaking, drama, and music festivals at national level.
Timeline
Senior Booking Manager
Thailand Beyond
12.2025 - 06.2026
Client Relations & Operations Manager
Thailand Beyond
09.2025 - 11.2025
Sales & Customer Service Manager
A Space Renovation and Real Estate Company
10.2022 - 07.2025
Sales Specialist → Team Leader
2W Trade
12.2019 - 09.2022
Bachelor of Laws - Business Law | Corporate Law
People's Friendship University of Russia
Russian Language -
Moscow State Pedagogical University
Bachelor of Cooperative Business - Marketing
Co-operative University of Kenya
Kenya Certificate of Secondary Education -
Ugenya High School
Kenya Certificate of Primary Education -
Salem Academy