Peter Kaniki

Experience

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  Imperium Hotel

  Mar 2008 - Dec 2009

  Receptionist/Interprete

  assure communication between customers and staffs, control and book services, to keep their account cleared, supervise the restaurant and cleaning department, control of the transport.

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  Hotel Kampo

  Jan 2010 - Dec 2010

  Receptionist Customer Service

  supervise Service related to the customer services, sales representative, assure the account and staying of the costumer updated

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  SADEC

  Apr 2010 - May 2010

  Interprete/Traducteur

  assure the communication between the costumer and the local people from English to French and other local languages, translate documents from English to French and vice versa, assure the transportation of the Costumer

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  Kampo Hotel

  Jan 2011 - Jan 2013

  Customer Service Manager

  Coordinate service in the hotel to meet the customer needs, organize short coms for advertising. Providing new strategies to attire customers and constantly focus on the growth of the hotel.

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  Mindpearl

  Jan 2013 - Jun 2017

  Manage a team of Supervisors to achieve overall account performance standards and service targets. Manage the performance of individual Supervisors by monitoring day to day outcomes and providing appropriate coaching and development. Act as client liaison as required, ensuring information is communicated to the team and support units as appropriate. Compile statistics and reports as required, analyse results and take appropriate action to address performance gaps in line with the performance management system.Customer Sales and Service Manager.Major Responsibilities:Operational – Qualitative & Quantitative· Maintain efficiencies of schedule adherence, call handling times and adherence, call handling and attendance and take action as appropriate to meet performance targets· Administrative / client / internal reporting as required· Work effectively with quality and training departments to achieve qualitative targets · Work effectively with IT, Finance, HR, Operations teams to ensure efficient and effective operation of the business unit. Financial· Direct and manage activities to attain and exceed revenue and productivity objectives, effectively communicating performance standards to all direct reports· Continuously review work processes and implement changes to improve efficiency and cost effectiveness of the contact centre. Client Relationship Management· Work effectively with the client, maintaining a high level of knowledge of client markets, products and service· Manage client expectations in line with business capabilities, proposing feasible alternatives and solutions as required People Management· Personnel management – oversee Supervisors to ensure leave processing, return to work interviews, employee counselling, and payroll approvals are conducted in a timely manner and according to Mindpearl Show less Manage a team of support desk agents, senior agents and customer sales and Services Representative (CSSR’s) to achieve specified performance standards and service targets. Manage the performance ofindividuals CSSRs by monitoring the day to day outcomes and providing appropriate coachingdevelopment. Provide technical support and handle escalated customer calls as required. Compilestatistics and report as required, analyze results and take appropriate action to address performancegaps in the line with the performance management system.Duties:• Communicate performance standards to the team, providing regular updates on actual performance versus target• Measure team member’s achievement of qualitative and quantitative performance standards.• Monitor performance of team and take action as appropriate to meet the service targets.• Investigate queries/feedback/ complaints received from client and take appropriate action• Handle complex and /or escalated customer event including social media post, emails and calls• Evaluate systems, analyze data, evaluate technology and improve quality control procedures• Provide detailed quality feedback to management and trainers• Provide timely report to management and client on quality and productivity results and recommendations for improvements Show less Services : assist confirmed passengers and other general inquiries in regards to certain Brussels special services such Unaccompanied minor traveling, infant facility seating, travel with dog and cat as pets, providing information and booking special baggage as sport equipments or some allowed but restricted dangerous goods.Special intervention for passengers whose flights have been cancelled due to bad weather (most generally during winter), aircraft damaged when rotating and ensure the rebooking to desired Brussels flights or Star Alliances operated aircrafts and in very extreme cases in other airlines Brussels has interlining agreement Show less Handling inbound and outbound customer enquiries that include; telephone calls, faxes, e-mails and social media responses. Demonstrate excellence in customer service in all dealings with customers, in accordance with Mindpearl and client policies, procedures and values.Duties:• Handling inbound and outbound customer enquiries utilizing available contact centre systems and programs.• Demonstrate excellence in customer service in all dealings with customers, in accordance with Mindpearl and client policies, procedures and values.• Identify the customer’s needs, up sell additional products/services and offer personalized service in line with quality and training directives.• Complete administrative tasks relating to servicing and resolving customer requests in a focused and efficient manner.• Maintain efficient control of queues.• Deal with customer complaints in a professional manner within Mindpearl and client guidelines.• Any other duties as reasonably requested by the employer. Show less

  • Customer Service and Sales Manager at Brussels Airlines

    Jan 2017 - Jun 2017

  • Customer Service Supervisor Brussels Airlines

    Sept 2015 - Dec 2016

  • Senior Costumer Services and Sales Agent

    Jul 2014 - Sept 2015

  • Customer Services and Sales Representative for Swiss International Airlines

    Jan 2013 - Aug 2014
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  Embassy of France in Singapore

  Sept 2017 - Feb 2018

  Archives administrator

  Responsible for the provision, care and management of permanent political collections of information that are intended to preserve the past and allow others to discover it. Facilitate the transfer of diplomatic archives to the main office. Assist with website management and diplomatic.ACHIEVEMENTS: A successful secured repatriation of diplomatic and political archives (1978-2017) A successful relocation of the archives to be conserved from old Embassy location to a new location. A successful reconciliation of the archives administrative files. Show less

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  Kay Services

  Mar 2018 - now

  Managing Director

  After many years in the travel industry, we decided to alter direction. Now, we share our passion by helping others. Our ramp up process is designed to empower your team and outfit them with the services they need to succeed. Talk to us today about how we can support your growth, limit your turnover, and put you on a solid track to success and profit.We don't only sell package but we focus more on experience in tourism. We are a tour agency based in Fiji island.

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  Cross Border Talents

  Jul 2018 - Feb 2020

  Global Recruiter talent

  Global recruiter talent currently looking for IT candidates, Spanish, French, English, Dutch, German speakers.

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  Pacific Centrecom (Fiji) Limited

  Nov 2019 - now

  Manage a team of coordinators, senior agents, and customer sales and Services Representative(CSSR’s) to achieve specified performance standards and service targets. Manage the performance ofindividuals CSSRs by monitoring the day to day outcomes and providing appropriate coaching development. Provide technical support and handle escalated customer calls as required. Compilestatistics and report as required, analyze results, and take appropriate action to address performancegaps in the line with the performance management system. Show less

  • Customer Success Manager

    Oct 2022 - now

  • Campaign Coordinator

    Nov 2019 - Nov 2022