Hui Wu-Curtis

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 26+ million Choice Privileges members worldwide in their various global contact centers.

Ms. Wu-Curtis’ primary focus is evolving the servicing and support within the various contact centers towards a truly customer-centric model. identifying and implementing opportunities for greater efficiency, performance, quality, and cost savings. 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.