Peter Kaniki is a customer service supervisor at SN Brussels Airlines in Fiji. He has over 10 years of experience in customer service roles, including as a team leader and senior customer service representative at Brussels Airlines and a customer service representative at Swiss International Airlines. Peter holds a degree from the University of South Pacific and certificates in management, sales, customer service, and computer systems. He is fluent in English, French, Swahili, Lingala, and Tshiluba.

1. CURRICULUM VITAE
IDENTITY
First Name : Peter
Last Name : Kaniki
Middle name : YAMILAMBA
Place and date of birth : Kipushi, May 13th
, 1985
Country : Democratic Republic of Congo
Residency : Fiji
Sex : Male
Father’s name : KANIKI
Mother’s name : TSHIYOYO
Civil status : Married
Address : 98 Mead Road
Tamavua
SUVA, FIJI
Phone number +679 938 4841
Email address peteryamil@yahoo.fr
I. CURRENT EMPLOYMENT
 Customer Service Supervisor at SN Brussels Airlines
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 of individuals CSSRs by monitoring the day
to day outcomes and providing appropriate coaching development. Provide technical
support and handle escalated customer calls as required. Compile statistics and
report as required, analyze results and take appropriate action to address
performance gaps in the line with the performance management system.

2.  Team Leader Brussels airlines (Aug2014- March 2016)
Manage a team of customer sales and Services Representatives (CSSR’s) and Senior
Customer agents to achieve specified performance standards and service targets.
Manage the performance of individuals CSSRs by monitoring the day to day
outcomes and providing appropriate coaching development. Provide technical
support and handle escalated customer calls as required. Compile statistics and
report as required, analyze results and take appropriate action to address
performance gaps in the line with the performance management system.
 Senior Customer Services and Sales Representative At Brussels Airlines
May2014-Aug2014
 Respond to requests for assistance or advice from CSSR.
 Coach, mentor and lead the team performance.
 Provide feedback to CSSRs about their performance.
 Customer Services and Sales Representative at Swiss International
Jan2013- May 2014
Sales Skills: (Top seller with an average sale conversion of 12 percent per month,
won the SWISS International sales incentive marathon from June 2013 to August
2013 and March 2014).
Services: Assistance to confirmed passengers with SWISS special services.
Ticketing: Reissuance and Revalidation of SWISS and New Zealand tickets including
the Irregularity Case, New Issuance for onwards tickets, direct-sales tickets and
voucher tickets
Skilled for French and English public and Trade European market (Switzerland,
Belgium, France, Canada, United States and Africa).
 Assistant Manager Kampo Hotel (January 2 ,2012 to January 13)
 Receptionist at KAMPO Hotel from January 14, 2012

3.  Interpreter SADC CNGO (Southern Africa Development Community
Council of Non-Governmental Organizations) March 25, 2011.
 Personal driver SADC CNGO (Southern Africa Development Community
Council of Non-Governmental Organizations) March 25, 2011
 Receptionist IMPERIUM HOTEL(June 6, 2009 to March 6, 2011)
II. TRAINING AND CERTIFICATES
 Management (Managing team performance, recruitment, Managing
absenteeism, Coaching employees, Time management) 05 Aug 14 at
Mindpearl Ltd.
 Sales Skills Program 05 Aug 2014 at Mindpearl Ltd
 Amadeus systems SNRes 12Dec 2015
 Customer Service and Sales 05 Aug 2014 at Mindpearl Ltd
 Assertive Communication 06 Aug 2014 at Mindpearl Ltd
 Complaint Handling 06 Aug 2014 at Mindpearl Ltd
 Management at University of South Pacific
 Communication: Bilingual French and English. Interpreter & translator
(English- French)
 Miles and more program
 Leadership program
III. OTHER SKILLS
 Informatics (Word, Excel, PowerPoint, Internet, and other program)
 Creative and Organization skills
 French teacher
IV. EDUCATION
 University of South Pacific 2014
 Mindpearl Fiji Customer Service Sales Representative 2013
 Mindpearl Ticketing 2013
 Congo American Language Institute : English 2012
 High school biology chemistry C.S. DYALA (1997-2006)
 Certificate primary school E.P. AMANI (1991-1997)

4. V. LANGUAGES
 English Fluent/Professional
 French Fluent/Professional
 Swahili Fluent/excellent
 Lingala good
 Tshiluba good
 Chinese Still learning
VI. REFERENCES
- Margareta Flink (Sales Supervisor Brussels Airlines) +1 5165516412
- Ana Lemos (Jfk Airport manager)
- Yannick Leger (CSSM at Mindpearl ) +27 825307652
- IMPERIUM Hotel, Mr. Jean TSASA PEPE +243813555539
I certify that the information provided is accurate.
Suva 20 Aug 2016
Peter Kaniki Yamilamba