About Me

• Hours wanted: Full-Time
• English Level: Fluent English (self-rated)

Profile Summary

Customer Service Professional with 7+ years of experience in hospitality, food delivery, and publishing,
providing support through phone, chat, and email. Experienced in handling 60–80 interactions daily,
resolving account, payment, delivery, billing, and technical concerns with a 3–5 minute AHT.
Maintained 90%+ QA scores through accurate issue resolution, strong communication, and adherence
to company standards.

Intercontinental Hotels Group (IHG)
Customer Service Associate I Jun 5, 2023- Aug 13, 2026
Handled 40-60 guest interactions daily through phone, chat, and email, resolving account and
service concerns while maintaining IHG brand standards.
Managed IHG One Rewards accounts and hotel coordination, achieving a 90% CSAT through
accurate resolutions and customer-focused support.
Maintained a 6–7 minute AHT and 90% QA score while handling escalated and high-profile customer
situations with professionalism and empathy.
Assisted customers with order tracking, cancellations, and refunds, maintaining a customer
satisfaction rate of 90%
Used Salesforce CRM to document and manage customer and Dasher concerns, resolving an
average of 47 technical and delivery-related issues per week while maintaining a 92% resolution rate
within 22 hours.
Achieved 90%+ QA performance while managing a 4–5-minute AHT and delivering efficient,
customer-focused support

Foundever
Gannett And Tribune Publishing – Tier 1 I Starts I Dec. 5, 2016 – June 02, 2019
Assisted customers with subscriptions, billing, account management, orders, and service concerns
through phone and email while consistently meeting 95% QA performance.
Processed order placements, modifications, account updates, billing adjustments, and subscription
requests while maintaining 3–5 minute AHT and meeting established SLA requirements.
Applied customer retention strategies to address concerns and provide personalized solutions,
contributing to the recovery of 10%+ of at-risk customers and supporting long-term customer loyalty.