Results-driven Quality Officer and Airbnb Specialist with 7+ years of experience leading quality assurance, root-cause analysis, and process optimization across high-stakes customer experience environments.
Proven expertise in Guesty and Airbnb platform operations, including managing Dedicated Support for Managed Hosts and Key Account Pro-Hosts (6+ listings), verifying PMS/API data synchronization, and utilizing Salesforce CRM.
Experienced in pioneering high-tier operations, leading client calibration sessions, and coaching teams to raise performance accuracy and CSAT scores. Recognized for building actionable quality frameworks (People, Process, System) that drive compliance and long-term operational efficiency.
Core Competencies:
- Platform Expertise: Airbnb Operations, Managed Host, Pro-Host, and Superhost accounts and listings, System Syncing (PMS & API), Salesforce CRM.
- Quality & Compliance: Quality Guidelines Development, Audit Frameworks, Client Calibration Sessions, CSAT Optimization
- Analytical Problem Solving: Root-Cause Analysis, Preventive Action Plans, Data-Driven Coaching, Performance Tracking
- Leadership & Strategy: Team Coaching, Workflow Development, Project Rollouts
Key Highlights
- Pioneered TDCX’s Senior Case Manager Tier: Launched the highest support tier for the Airbnb account and co-designed Quality Guidelines to optimize complex escalations.
- Co-created 'Project Flex': Designed a phased initiative empowering agents to go beyond standard workflows with valid justifications, boosting CSAT.
- Structured CSAT & Quality Frameworks: Created a sustainable 3-factor dissatisfaction model that continues to drive preventive action planning.
Verified
