Accomplished professional with a robust background in Airbnb resolutions management, IT service desk leadership, and advanced technical support within a BPO environment. Leveraging a Bachelor's degree in Industrial Design from The University of Santo Tomas, I bring a unique blend of creative problem-solving skills and technical expertise to deliver exceptional solutions and customer satisfaction. Key Skills & Expertise: Sr. Airbnb Resolutions Management: · Proficient in resolving complex disputes and issues within the Airbnb ecosystem, ensuring adherence to policies and regulations. · Skilled in managing guest-host interactions with empathy and diplomacy to achieve positive outcomes. · Proactive in identifying and mitigating risks while upholding Airbnb standards and guidelines.
IT Service Desk Management: · Extensive experience in overseeing IT service desk operations, i----------- management, and problem resolution. Well-versed in ITIL framework implementation, ensuring efficient service delivery and customer support. Effective utilization of ticketing systems to prioritize tasks and meet SLAs for timely resolutions.
Advanced Technical Support in BPO Setting: · Expert troubleshooter for desktop PCs, laptops, printers, and home internet issues in a BPO environment. Proficient in diagnosing and resolving hardware and software problems promptly and efficiently. · Skilled in utilizing various tools and technologies to address technical challenges and optimize user experience. Professional Attributes: · Strong analytical mindset with attention to detail, ensuring thorough problem diagnosis and resolution. · Excellent interpersonal and communication skills, adept at explaining technical concepts to non-technical stakeholders. Thrives in fast-paced environments, capable of managing multiple priorities and meeting deadlines effectively. Collaborative team player committed to continuous learning and process improvement.
Career Highlights: · Successfully managed and resolved high-stakes disputes on Airbnb, enhancing customer satisfaction and loyalty. · Led IT service desk teams to achieve notable improvements in i----------- response times and customer support metrics. Recognized for exceptional technical acumen and contributions to optimizing desktop support processes within the BPO industry.
