Customer Service Representative - Email, Voice

I have 6 years of experience with IHG One Rewards, including hotel reservation bookings.

Customer Care Representative (Phone and Non-Phone) & Customer Retention Specialist - IHG One Rewards February 2019 - Current Customer Care Representative -Delivered exceptional customer service to IHG One Rewards members, addressing inquiries related to account management, bookings, and rewards program benefits. -Resolved a wide range of customer issues and complaints with empathy and efficiency, consistently achieving high satisfaction scores. -Utilized CRM systems to track interactions, manage customer data, and follow up on outstanding issues, ensuring accurate and timely resolution. -Provided detailed information on loyalty program features, promotions, and policies, helping members maximize their rewards and benefits. Customer Care Representative (Non-Phone) -Provided outstanding customer support via email, addressing a wide range of inquiries related to IHG One Rewards accounts, bookings, and loyalty program benefits. -Effectively managed a high volume of email correspondence, ensuring timely and accurate responses while maintaining a high standard of professionalism. ----Diagnosed and resolved complex customer issues through detailed written communication, utilizing CRM systems to track interactions and follow up as needed. -Demonstrated expertise in the IHG One Rewards program by delivering clear explanations of policies, promotions, and account management procedures. -Utilized problem-solving skills to address and resolve customer complaints and concerns, ensuring a positive resolution and enhancing overall customer satisfaction. -Monitored and analyzed email communication trends to identify recurring issues, contributing to the development of improved responses and solutions. -Collaborated with other departments to resolve cross-functional issues and provide comprehensive solutions to customer queries. -Maintained up-to-date knowledge of the latest program updates, policies, and procedures to ensure accurate and current information was provided to members. -Contributed to the development of best practices and templates for email responses, streamlining processes and improving efficiency within the team. Customer Retention Specialist -Promoted to handle escalated customer issues, focusing on retaining at-risk members and resolving high-priority complaints with a strategic approach. -Developed and implemented tailored retention strategies to address complex customer concerns and enhance overall satisfaction and loyalty. -Conducted in-depth analyses of customer feedback and complaints to identify trends and recommend improvements to service delivery and program features. -Collaborated with cross-functional teams to address systemic issues impacting customer experience and provided actionable insights for program enhancements. -Achieved significant improvements in customer retention rates by effectively managing challenging situations and turning dissatisfied members into loyal advocates.

I worked as a customer service non-phone with IHG One Rewards. We handle and respond to the member's email concerns.

Most of my experience in IHG One Rewards involves taking inbound calls and outbound calls to provide updates on the members' concerns.