Customer Support | Airbnb Support
Cebu
Self-motivated professional aiming to transition into a Virtual Assistant role to utilize strong communication skills, time management and to contribute exceptional research, scheduling and multi-tasking abilities.
TDCX, full_time
Dec 2024 to Aug 2026
TDCX | Ambassador | Airbnb • Assist Airbnb users via call, messaging and chat. Jan 2023 – Apr 2024 • Expertise in handling user’s concern with Resolution Center cases (Claims) and cancellations • Assist guest and Hosts with basic to complex concerns regarding their reservations and managing Host listings TDCX | Subject Matter Expert | Airbnb May 2024 – Nov 2024 • Assists day to day escalated concerns from ambassadors with regard to Airbnb policies/reservation disputes, maintaining a 95% successful resolution rate aligned with strict platform compliance. Assist ambassadors with knowledge-based concerns to fully assist users. TDCX | Team Leader | Airbnb Dec 2024 – Aug 2026 • Managed a team of 10-15 ambassadors handling Airbnb guest and Host inquiries. Improving CSAT and other KPIs in the 3–6-month time frame. • Conducted weekly coaching sessions and performance reviews. • Assists day to day escalated concerns from ambassadors with regard to Airbnb policies/reservation disputes, maintaining a 95% successful resolution rate aligned with strict platform compliance.
Amazon, full_time
Aug 2018 to Jul 2022
Amazon | Customer Care Support | NACS and Treasure Truck Aug 2018 – May 2021 • Assist customers with orders and delivery information with the items purchased through the Amazon platform (goods and digital services). • Assist the customers in finding the location of the Treasure Truck wherein deals and free items on a daily basis are available for purchase. Amazon | Resolution Specialist | NACS and UKCS May 2021 – Jul 2022 • Assist escalations for order information as well refund policies with Amazon purchases in the North America and United Kin