Open to opportunities

Iris Bianca Rigos

@irisbiancarigos

Message

Customer-focused support specialist driving process improvements and exceptional service delivery.

Philippines

Message

What I'm looking for

I seek roles where I can lead escalations, improve processes, mentor teams, and deliver measurable customer satisfaction gains in a collaborative culture.

I am a dynamic, results-driven customer support and technical service professional with extensive experience in escalation management, training, and process improvement. I specialize in resolving complex customer issues while streamlining workflows to boost efficiency.

At IHG Hotels & Resorts I established an improved escalation process, coordinated cross-functional teams, and drove 80% of identified technology enhancements, reducing resolution time by 30% and improving satisfaction scores.

Previously, I improved first-call resolution by 20% through training and service-standardization, increased research reporting accuracy by 25% as a junior research consultant, and boosted social engagement by 40% through targeted content strategy and automation.

I bring a strong blend of customer service, technical troubleshooting, research, and coaching skills, and I am committed to continuous improvement, measurable results, and building collaborative team environments.

Experience

Work history, roles, and key accomplishments

Current

Diamond Elite Support Expert

Current

IHG Hotels & Resorts

Oct 2023 - Present (2 years 3 months)

Address escalations and coordinate cross-functional teams to resolve elite member issues, established an improved escalation process and collaborated with technology to deliver 80% of enhancements, reducing resolution time by 30% and improving customer satisfaction.

Escalation Management Customer Satisfaction Process Improvement Cross Functional Collaboration Data Driven Enhancements Training

RCC Specialist - Spire Elite/Diamond

IHG Hotels & Resorts

Oct 2021 - Oct 2023 (2 years)

Set service standards for handling elite member sales and loyalty concerns, led training initiatives for new hires and standardized protocols, improving first-call resolution rates by 20%.

Training Service standards Call Resolution Onboarding Quality Assurance Customer Support

Junior Research Consultant

BCI Asia Philippines Inc.

May 2021 - Oct 2021 (5 months)

Gathered and analyzed data on construction projects across four major Australian cities, developed a research methodology that increased reporting accuracy by 25% and improved project monitoring.

Research Methodology Data Analysis Construction Project Research Monitoring

Virtual Admin Assistant

AEX Marketing Services

Mar 2021 - Apr 2021 (1 month)

Maintained social media pages, created content and automated scheduling, designing a content strategy that boosted engagement by 40% and improved lead generation.

Social Media Management Content Strategy Scheduling Lead Generation Administrative Support

Customer Service Representative

Concentrix Daksh Services Philippines Corporation

Jun 2020 - Jul 2020 (1 month)

Assisted customers with inquiries and developed a knowledge base to improve response accuracy, reducing average handling time by 15% and increasing customer retention.

Customer Support Customer Retention Troubleshooting Communication CRM Quality Assurance

Customer Service Representative

Concentrix Daksh Services Philippines

Jun 2020 - Jul 2020 (1 month)

Assisted customers with inquiries and support requests, developed a knowledge base to improve response accuracy and efficiency, reducing average handling time by 15% and increasing retention.

Customer Support Customer Retention Communication

Office-based English Teacher

Cloud English Training and Teaching Inc

Jan 2020 - Feb 2020 (1 month)

Designed and delivered customized English lessons for adult professionals, improving class attendance by 30% and enabling 70% of learners to progress at least one CEFR level within a term.

Curriculum Design Adult Education Lesson planning CEFR Assessment Classroom Management Performance Tracking

English Teacher

Cloud English Training and Teaching Inc

Jan 2020 - Feb 2020 (1 month)

Designed and delivered customized English lessons for adult professionals, improving class attendance by 30% and enabling 70% of learners to progress by at least one CEFR level within a term.

Curriculum Design Adult Education CEFR Assessment Lesson planning

Technical Support Representative

VXI Global Inc

Oct 2019 - Dec 2019 (2 months)

Resolved 50+ daily internet service inquiries with a 95% first-call resolution rate, collaborated with Tier 2 and field technicians to reduce repeat calls by 20% and maintained 90+ CSAT for six months.

Technical Troubleshooting Call Resolution CSAT

Customer Support Representative

Sykes Philippines

Jan 2019 - Jun 2019 (5 months)

Handled 60+ daily inquiries on account management and billing, reduced average resolution time by 25%, improved first-contact resolution and maintained CSAT scores above 90%.

First Contact Resolutions Compliance Data Privacy Customer Satisfaction