Peter Rotich

• Managed an average of 120 customer inquiries daily, consistently meeting call resolution targets and reducing repeat calls by 20%.

• Resolved customer issues promptly by analyzing concerns and offering effective solutions, helping the team achieve a 90% first-call resolution rate.
• Led training sessions on active listening and de-escalation techniques for new hires, contributing to improved call center efficiency and a 15% increase in positive feedback scores.
• Implemented a customer feedback loop, working with the quality assurance team to address recurring client complaints and improve service protocols.

Key Skills

• High call volume management
• First-call resolution (FCR)
• Conflict de-escalation
• Quality assurance and feedback analysis

More than 19 years of experience in hospit lity industry in the customer service department

• Resolved customer issues promptly by analyzing concerns and offering effective solutions, helping the team achieve a 90% first-call resolution rate.
• Led training sessions on active listening and de-escalation techniques for new hires, contributing to improved call center efficiency and a 15% increase in positive feedback scores.
• Implemented a customer feedback loop, working with the quality assurance team to address recurring client complaints and improve service protocols.

Key Skills

• High call volume management
• First-call resolution (FCR)
• Conflict de-escalation
• Quality assurance and feedback analysis

Diploma in governance.I

Certificate in administration

Certificate in leadership

Certificate in management