Sidney Otieno

Driven and results-oriented Customer Experience Specialist with over 8 years of experience in high-volume customer service, guest support, and operational logistics. Skilled in handling guest inquiries via multi-channel platforms, including Airbnb, Booking.com, Vacasa, and WhatsApp, to maximize booking conversions and deliver exceptional service. Proven track record of managing end-to-end check-in and check-out processes, de-escalating complex guest issues, and collaborating across international teams to maintain operational excellence.

Equipped with a dedicated remote workspace, high-speed internet, and a flexible schedule aligned with UK operational hours.

Customer & Sales Support Representative - CCI Kenya

(2022-01 - 2025-01)

• Managed incoming guest inquiries and booking requests daily across Airbnb, Booking.com, Vacasa, and WhatsApp channels, ensuring rapid response times and high conversion rates.
• Responded promptly to high-volume customer inquiries across digital channels, maintaining strict SLA standards and exceeding monthly performance targets by 15-20%.
• Handled guest and customer complaints effectively by conducting root-cause analysis and coordinating swift resolutions with UK and cross-functional support teams.
• Recorded precise logs of all guest interactions, access requests, and operational activities in CRM systems to maintain complete audit trails.

Operations & Customer Success Manager - SWVL

(2019-01 - 2021-01)

• Streamlined operational processes, check-in and check-out access workflows, and logistics management while maintaining 100% SLA compliance.
• Collaborated daily with remote international operations teams, including teams in Bangladesh and the UK, to resolve escalated bottlenecks and ensure smooth service delivery.
• Gathered and analyzed guest feedback and platform reviews on Airbnb and Booking.com to identify friction points and implement service improvements.
• Managed operational access details, schedules, and client documentation with meticulous attention to detail.

Customer Service Representative - D-Light / CCI Kenya

(2017-01 - 2018-01)

• Provided comprehensive guest and customer support via WhatsApp, phone, and email, achieving a 95% first-contact resolution rate.
• Managed multi-channel communications across property platforms, including Airbnb and Booking.com, to convert guest inquiries into confirmed stays.
• Followed up on customer feedback and reviews to boost overall satisfaction scores.
• Documented detailed case records, interaction histories, and operational notes in compliance with platform guidelines.

Bachelor's Degree - Psychology - East University (2017-01 - 2021-01)