Peter Kelava
Vice President, Customer Experience & Analytics
Professional Overview
Peter Kelava is an experienced leader in customer experience, operations, and analytics. As the Vice President of Customer Experience & Analytics at Rümi, he is responsible for driving strategic initiatives that enhance the overall customer journey and leverage data-driven insights to improve business performance.
Experience Summary
Current Role
In his current role as Vice President, Customer Experience & Analytics at Rümi, Peter is responsible for overseeing all aspects of the customer experience, including contact center operations, customer care, and digital channels. He leads a team of analytics and insights professionals to uncover customer trends, identify opportunities for improvement, and implement data-driven strategies to enhance customer satisfaction and loyalty. Under his leadership, Rümi has consistently improved its Net Promoter Score and customer retention rates.
Career Progression
Prior to his current role, Peter served as the Senior Director of Customer Experience, Operations & Analytics at Rümi, where he was instrumental in streamlining the company's contact center operations and implementing advanced analytical tools to drive data-driven decision-making. Before joining Rümi, he held various leadership positions at ATCOenergy and WestJet, where he successfully led initiatives to optimize contact center performance, develop sales strategies, and enhance the overall customer experience.
Academic Background
Peter holds a Bachelor of Commerce degree from the University of Calgary, with a specialization in Marketing and Operations Management. He has also completed executive education programs in Customer Experience Management and Strategic Analytics at the Ivey Business School.
Areas of Expertise
- Customer experience management
- Contact center operations and optimization
- Data-driven decision making and analytics
- Sales strategy and distribution
- Cross-functional leadership and team management
Professional Impact
Throughout his career, Peter has demonstrated a strong track record of driving measurable improvements in customer satisfaction, operational efficiency, and business performance. At Rümi, he has spearheaded the implementation of advanced analytics tools and customer feedback mechanisms, which have enabled the company to better understand and respond to evolving customer needs. His innovative approach and data-driven strategies have contributed to Rümi's continued growth and industry recognition.
Conclusion
With over 15 years of experience in the customer experience and analytics fields, Peter Kelava is a respected leader known for his ability to leverage data and insights to drive organizational transformation. In his current role at Rümi, he is poised to continue delivering exceptional customer experiences and driving sustainable business growth through strategic, data-driven decision-making.
