April Miller

*Managed work flow to exceed quality service goals

*adhered to all confidentiality requirements at all times

Provided consistent support for high-volume customer inquiries across multiple channels.

Secured high-quality customer service through courteous issue resolution and empathetic interaction.

*Asked open-ended questions to assess customer needs and to provide resolutions

Managed high-volume inbound and outbound customer calls addressing accounts over 30, 60, and 90 days past due.

*Investigate and resolve customer inquiries and complaints in an empathetic manner.

*Met all customer call guidelines including service levels, handle time and productivity. 

*Solved unresolved customer issues .

*Manage work flow to exceed quality service goals.

*Maintained up-to-date knowledge of product and service changes within different hotel brands under the IHG umbrella .

*Developed highly empathetic client relationships and eared a reputation for exceeding service standard goals.