I bring over 12 years of combined experience in customer support, Airbnb operations, and property management. My background includes 6 years in the BPO industry, where I developed expertise in professional phone, email, and chat communication while consistently delivering exceptional customer experiences.
For 3 years, I served as a Senior Case Manager at Airbnb, specializing in complex guest and host support, claims resolution, policy interpretation, de-escalation, and dispute management. I became highly skilled in navigating the Airbnb platform, resolving sensitive situations with professionalism, and balancing guest satisfaction with policy compliance.
In addition, I have more than 6 years of experience as a Property Management Virtual Assistant, supporting short-term rental operators with end-to-end guest communications, reservation management, review management, reimbursement and damage claims, trust and safety concerns, maintenance coordination, team collaboration, and day-to-day operations across Airbnb and other booking platforms.
My expertise lies in delivering warm, empathetic, and solution-focused communication while efficiently managing guest concerns, protecting host interests, and creating seamless guest experiences from booking through checkout.
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