In her role as Sr. Director of Customer Care Strategy within Shared Services for Choice Hotels, Ms. Hui Wu-Curtis is responsible for global strategic positioning and support of various lines of business, including Reservations/Sales, Member Services, Property Support, Customer Relations, Social Media and Reputation Management. Her organization handles the service delivery and sales for over 6,300 hotels in 35 countries with 30+ million Choice Privileges members worldwide in their various global contact centers; leveraging outsourcing partners.
Ms. Wu-Curtis’ primary focus is evolving the servicing and support within the various contact centers towards greater innovation and provide thought leadership in executing a truly customer-centric model. She oversees workforce management, analytics, and vendor performance; develops business strategies to optimize resources; delivers sourcing solutions in conjunction with contract negotiations ensuring strategic global positioning; mitigates business volatility; and optimizes operations and contracts to control spend. She has 20 years of leadership experience in contact centers and is currently working on her doctoral degree with an emphasis on social media and service delivery. In her off-time, she spends with her 4 kids and husband in Phoenix, Arizona and proudly says that she is a half-marathon survivor!