Property Manager, Guest Communications, Team Lead, Airbnb Cu

Airbnb Support Ambassador Resolutions 2 and SME Subject Matter Expert (SME) | TDCX PH (June 2023 - April 2024) Provided real-time support for escalated host and guest issues, including last-minute cancellations, refunds, and disputes. Assisted team members in troubleshooting technical software and platform-related issues on Airbnb. Collaborated with operations teams to ensure property readiness, conducting inventory checks and coordinating with vendors. Trained agents in hospitality customer service best practices to enhance the overall host and guest experience. Customer Service Associate | TDCX PH (May 2021 - June 2023) Delivered multi-channel guest and host support (phone, chat, email) for Airbnb inquiries, bookings, cancellations, and disputes. Mediated host-guest disputes, ensuring fair resolutions while maintaining high customer satisfaction. Assisted hosts with account management, listing optimization, and policy compliance. Resolved technical and account-related issues affecting bookings, payouts, and listing visibility. Facilitated mediation between hosts and guests to resolve complaints, ensuring a positive experience for both parties.

Technical Support & Customer Service Experience Comcast Advanced Repair Tier II – Concentrix (March 2019 – June 2021) Provided Tier II technical support for Comcast phone, internet, and cable services. Diagnosed and resolved hardware issues involving modems, routers, and network configurations. Assisted customers with software-related problems, including application crashes and connectivity issues. Documented recurring technical issues and customer feedback to improve service quality and product development. Guided customers through device installations, ensuring compatibility with service plans. Seasonal Account, Back Office Support – Flowers Account – BPOMadeEasy-E Asiatech Solutions (February 2019) Managed order processing, inquiries, after-sales service, and refunds for customers. Provided email support and troubleshooting for order system software. Ensured smooth transaction flow by resolving order-related system issues. Global Empire Corporation (April 2018 – January 2019) POC/TL Buddy (July 2018 – January 2019) Acted as the primary Point of Contact (POC) for technical troubleshooting and product inquiries. Provided coaching and guidance to agents on sales and technical troubleshooting. Sales Ambassador (April 2018 – July 2018) Assisted customers with sales transactions and resolved issues related to orders and accounts. Customer Support (AT&T Mobility Care) – SYKES ASIA INC. (October 2017 – December 2017) Delivered customer support for AT&T Mobility Care, assisting with prepaid phone services. Provided troubleshooting steps for device compatibility and service issues. Technical Support Representative – Executive Resolutions Department (ERD) – QUALFON (October 2014 – September 2017) Provided technical support for U.S.-based customers, resolving mobile phone and network issues. Handled escalated cases, including de-escalating irate customers and troubleshooting service interruptions. Diagnosed and resolved device-related issues for major carriers (T-Mobile, AT&T, Sprint, Verizon).

Technical Support & Customer Service Experience Comcast Advanced Repair Tier II – Concentrix (March 2019 – June 2021) Provided Tier II technical support for Comcast phone, internet, and cable services. Diagnosed and resolved hardware issues involving modems, routers, and network configurations. Assisted customers with software-related problems, including application crashes and connectivity issues. Documented recurring technical issues and customer feedback to improve service quality and product development. Guided customers through device installations, ensuring compatibility with service plans. Seasonal Account, Back Office Support – Flowers Account – BPOMadeEasy-E Asiatech Solutions (February 2019) Managed order processing, inquiries, after-sales service, and refunds for customers. Provided email support and troubleshooting for order system software. Ensured smooth transaction flow by resolving order-related system issues. Global Empire Corporation (April 2018 – January 2019) POC/TL Buddy (July 2018 – January 2019) Acted as the primary Point of Contact (POC) for technical troubleshooting and product inquiries. Provided coaching and guidance to agents on sales and technical troubleshooting. Sales Ambassador (April 2018 – July 2018) Assisted customers with sales transactions and resolved issues related to orders and accounts. Customer Support (AT&T Mobility Care) – SYKES ASIA INC. (October 2017 – December 2017) Delivered customer support for AT&T Mobility Care, assisting with prepaid phone services. Provided troubleshooting steps for device compatibility and service issues. Technical Support Representative – Executive Resolutions Department (ERD) – QUALFON (October 2014 – September 2017) Provided technical support for U.S.-based customers, resolving mobile phone and network issues. Handled escalated cases, including de-escalating irate customers and troubleshooting service interruptions. Diagnosed and resolved device-related issues for major carriers (T-Mobile, AT&T, Sprint, Verizon).

Managed bookings for multiple listings to optimize occupancy and revenue. Provided guest communication and support, including inquiries, check-ins/outs, and complaint resolution. Updated listings with accurate details, pricing, and high-quality images. Coordinated cleaning and maintenance schedules with service providers. Adjusted pricing strategies to remain competitive in the market. Utilized smart lock technology for secure and seamless guest access. Maintained efficient internal communication via WhatsApp and Slack, and managed workflows through Monday.com. Operated within property management systems such as Guesty for streamlined booking and operations.

Experienced leader in vacation rental customer service, overseeing host and guest operations to ensure seamless communication and exceptional guest experiences. Skilled in supervising and training teams in conflict resolution, escalation handling, and customer support best practices. Proficient in managing Airbnb property operations, including cleaning schedules, property readiness, and maintenance coordination. Adept at optimizing Airbnb listings to enhance visibility and maximize booking rates. Strong background in developing and implementing Standard Operating Procedures (SOPs) to improve efficiency in host and guest issue resolution. Focused on tracking performance metrics and KPIs to drive high customer satisfaction and operational excellence.