Louella Castillo

• Served as a mentor to CRT specialists, providing guidance in doing the right thing in handling escalation and assist calls and fostering a supportive team environment.
• Monitored and assessed call quality and did coaching for improvement.
• Participated in quality improvement initiatives, identifying areas for process enhancement within the CRT department.
• Provided refreshers and role plays to make sure that the specialist among the team can provide the best resolution that fits the members concern.
• Did action planning to keep the consistency of the personal and career development of the team.

>>Handling assist calls by answering queries of other representatives about the programs and processes

>>Handling escalation calls from members about reservations, programs and processes.

>>Handling email escalations from corporate office and members.

• Followed all company policies and procedures to deliver quality work.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution by the hotel
• Collaborated with cross-functional teams to achieve project goals on time and within budget.
• Handling calls from hotel Loyalty Champions about IHG Rewards account of the guests/members, systems and programs