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Westlands
Peter Rotich

Peter Rotich

Customer service

Marketing / Advertising / Public Relations

Westlands, Nairobi Area

Social

About 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

Experience

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

 

Education

Diploma in governance.I 

Certificate in administration 

Certificate in leadership 

Certificate in management 

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