J

Joselito Quilna

About

Detail

Province of Cavite, Philippines

Timeline

work
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school
Education

Résumé

Jobs verified_user 0% verified
  • InterContinental Hotels Group
    QUALITY ANALYST
    InterContinental Hotels Group
    Jan 2020 - Oct 2024 (4 years 10 months)
    >Evaluates phone and non-phone interactions using IHG's Customer Centric Critical Behavior Quality form focusing on IHG's Elite members, (Luxury Team) >Participates in coaching sessions between Team Manager and specialist. >Perform calibration sessions with Operation Managers and Team Managers >Perform ad-hoc tasks in improving call quality and support to our Service Delivery team
  • InterContinental Hotels Group
    TEAM MANAGER (Guest Relations)
    InterContinental Hotels Group
    Nov 2015 - Dec 2020 (5 years 2 months)
    >Set performance goals, KPOs, and expectations for the team. Regularly evaluate the team's performance against these metrics. >Motivate the team to perform better. This can include having individual conversations with team members to discuss their performance. >Assign tasks to team members based on their skills, expertise, and availability.
  • InterContinental Hotels Group
    SENIOR CASE MANAGER (Guest Relations)
    InterContinental Hotels Group
    Aug 2015 - Nov 2015 (4 months)
    >Receives and resolves escalated calls pertaining but not limited to guest's negative experience from hotel stays. >Coordinate with hotel management regarding guest's billing, service quality and insurance and litigation cases.
  • InterContinental Hotels Group
    IHG One Rewards Account Manager
    InterContinental Hotels Group
    Aug 2007 - Aug 2015 (8 years 1 month)
    >Manages member's IHG One Rewards account such as adjusting and posting points
Education verified_user 0% verified
  • Catanduanes State University
    Bachelor of Science in
    Catanduanes State University
    Jan 1994 - Jan 1999 (5 years 1 month)