Natalie Beckerman

Global Head, Customer Support Operations IHG Hotels and Resorts

Described as a fixer, Natalie has run top-tier, large scale customer support operations and has created organizations dedicated to conquering the customer experience and driving customer service, sales and operational excellence across the USA, UK and EMEA. She is known to build new business, increase revenue and turn around performance, while re-energizing and invigorating businesses and leaders. Her collaborative and open approach is combined with her strong sense of humor and her abundance of energy. She has the natural ability to bring people together with her on the service transformation journey. Natalie is obsessed about Customer Satisfaction and Relentless about Resolution.

Natalie is currently the Global Head of Customer Support Operations at IHG Hotels & Resorts. Prior to her role with IHG, Natalie was the Senior Vice President of Global Contact Center Operations at Leaf Home. Prior to that, Natalie was the Vice President of Operational Strategy for Rocket Mortgage, responsible for client/customer experience and transformation and strategy execution. Prior to her role at Rocket, Natalie was the Executive Vice President and Chief Operating Officer at Fidelity National Home Warranty, a Fidelity National Finance Inc. Company. Natalie has held other senior operational roles in the Home Services and Telecommunications spaces.

Natalie earned an MBA from the University of Bath, School of Management, a Master Coaching Qualification from the Behavioral Coaching Institute, an MS from Michigan State University and a BA from Northwestern University, where she was a Division 1 Field Hockey All American and also spent five years as an active member of the United States Olympic Field Hockey Squad.