Jeff Croughan This is Me

Education

 Web References

1. 1. www.southwestsynergy.org

   www.southwestsynergy.org/Prese - [Cached]

   Published on: 12/9/2002   Last Visited: 6/12/2004

   Speaker: Jeff Croughan, Director for Property Services, Choice Hotels
   
   Case Study - Choice Hotels International
   ...
   Jeff Croughan
   
   Choice Hotels International - Case Study
   
   Jeff Croughan is the Senior Director of Property Systems for Choice Hotels International, one of the largest hotel franchisers in the world with over 4,000 hotels in 57 countries. The department is responsible for providing hardware and software support to its customers primarily in the United States and Canada.
   
   Jeff has over 25 years experience in the call center industry, starting with 11 years experience at American Express in the Customer Service Department. After leaving Amex, he worked for a small broadcast software development company, which provided software to television and radio stations and various schools of journalism at a number of colleges and universities.
   
   Joining Choice in 1989, Jeff worked in the Reservations call centers for 8 years. Six and a half years ago, he began what he described as his most challenging task in his working career. Choice was preparing to roll out its premier proprietary software program to over 2,500 hotels. A staff of 23 quickly grew to almost 150 coordinators, specialists, analysts and a full multi-tier help desk was born. From that time, Choice has developed strategic metrics to monitor customer satisfaction, and unlike most traditional help desks, Choices' support center provides additional call center services for its marketing and franchising division.
   
   Jeff has been in Phoenix for over 37 years, attended Arizona State University and is about to graduate from University of Phoenix with a Bachelor of Science degree in Business Management.