Customer Support Specialist: 20+ Yrs Guest Experience Expert
Rizal
Results-driven Customer Experience Professional with over 20 years of cross-functional experience steering high-level guest relations, financial collections, and B2B sales. Recognized for a proven track record of resolving complex escalations for global industry leaders, including Airbnb and Verizon. A strategic expert in managing end-to-end guest lifecycles and optimizing operational workflows to drive efficiency. Adept at leading teams and delivering exceptional service standards across both traditional corporate offices and remote (WFH) environments.
HOUSEPITALITY LLC, full_time
Apr 2021 to Feb 2026
● Managed end-to-end guest communication for high-volume Airbnb and VRBO listings. ● Facilitated seamless check-in/out processes and provided real-time troubleshooting for guests.
GC SERVICES INTERNATIONAL LLC, full_time
Jan 2020 to Apr 2021
● Managed accounts receivable and collections for an existing client base, reducing delinquency rates through effective negotiation. ● Resolved complex billing discrepancies and payment issues to ensure account accuracy and client satisfaction.
TELEDIRECT TELECOMMERCE (TDCX), full_time
Mar 2018 to Dec 2019
● Acted as a senior escalation point (Tier 2) to resolve high-stakes technical and operational issues between hosts and guests. ● Analyzed customer feedback trends to recommend service improvements to leadership.
KINGSTON HOLDINGS FZC (UAE), full_time
Jul 2016 to Feb 2018
● Executed marketing campaigns and public relations initiatives to drive product awareness. ● Conducted market research and distribution planning to support business growth in the UAE region.
AL JAZEERA INTERNATIONAL MARKETING (UAE), full_time
Dec 2015 to May 2016
● Developed and managed a corporate client portfolio across the Oil & Gas, Construction, and Government sectors. ● Built long-term B2B relationships to secure new business accounts and maintain corporate sales targets.
STARTEK PHILIPPINES INC., full_time
Nov 2010 to Aug 2015
● Handled supervisor-level escalations for Cincinnati Bell, resolving complex end-user technical issues. ● Served as Subject Matter Expert (SME) to mentor junior agents and improve team performance. ● Designed and delivered training modules to enhance the workforce's skill sets and product knowledge.
APAC CUSTOMER SERVICE INC., full_time
May 2006 to Oct 2010
● Processed complex financial transactions, including wire transfers, ACH payments, and stop-payments, with 99.9% accuracy in a high-volume environment. ● Identify and escalate potential fraud patterns or suspicious activity to the Risk Management department, preventing financial loss.
ICT MARKETING SERVICES INC., full_time
Sep 2004 to May 2006
● Performed rigorous multi-factor authentication protocols on every call to protect sensitive information and prevent unauthorized account access. ●Maintained 100% compliance with federal banking regulations and internal security policies during high-volume shifts.