Hello and welcome to my profile!
I am a customer service and operations professional with 5 years and 3 months of BPO experience, specializing in customer support, logistics, escalations, dispute resolution, and case management.
I have 2 years of experience in a logistics account, handling shipping inquiries, shipment tracking, and customer concerns, as well as working as an Escalation Supervisor, where I managed complex cases, supported agents, and ensured timely and effective resolutions.
For 3 years, I worked as an Airbnb Support Specialist, assisting both Guests and Hosts and specializing in mediation and dispute resolution within the Resolutions Team. I also have experience as a Senior Case Manager, handling sensitive and complex cases while maintaining professionalism, empathy, and attention to detail.
In addition to my BPO background, I have 1 year of experience in the remote work industry as a Lead Generation Specialist/Appointment Setter, where I engaged potential clients, qualified leads, and scheduled appointments. I also have 3 months of experience as a Medical Virtual Assistant, providing administrative and customer support while maintaining accuracy and confidentiality.
With my diverse experience, I bring strong communication, problem-solving, leadership, customer service, case management, and remote-work skills, allowing me to adapt quickly to different roles, clients, and business environments.
Tools Used : Hubstaff, salesforce, asana, GHL, genesys, hostaway and guesty.
