I am excited about the opportunity to contribute to your team. I am confident that my experience in conflict resolution and property management will allow me to excel in this position. I welcome the opportunity to discuss how my skills can benefit your organization.
I have five years of experience as a Resolutions 2 Case Manager at Airbnb and additional experience as a Property Manager Administrator in Victoria, Australia for 3 years, I am confident that my skills and background are an ideal match for this role.
In my position at Airbnb, I served as the final point of contact for both guests and hosts when initial resolutions had not satisfied their concerns. By combining excellent customer service with deep technical knowledge, I was able to manage complex cases and resolve them effectively, often dealing with highly sensitive situations. My experience has honed my ability to communicate clearly and empathetically while driving toward a resolution that leaves both parties feeling supported.
Additionally, as a Property Manager Administrator, I handled daily operational tasks including approval processes, tenant background checks, forecasting, and managing lease agreements—from initiation to termination. My experience with lease documentation and financial forecasting has given me a strong foundation in property management and administrative efficiency,
I am confident that my ability to resolve complex issues, manage transactions, and maintain excellent communication with clients will make me a valuable asset to your organization.
Thank you,
Below is my work history for reference:
Short term rental co-host / Executive Assistant 02/2023 to 07/2023Freelance via Upwork• Manage client’s day to day task specifically for his 70+ short term rentals listing• Communicate with guest, maintenance team and cleaning crew.• Handle day to day communication with guest having issues and concern.• Communicate with Airbnb for dispute, review removal and claims.
Support Ambassador – Resolutions 2 Officer/Sr. Case Manager 09/2020 to 01/2023TDCX Teledirect Philippines|AirBnb• Serve as the final contact for both Host and Guest having issues with reservations and Hosting query.• Resolves guest major concern over their reservation via phone call, email and live chat.• Responsible for Host major concern specifically listing related inquiries, regulations and policies.• Perform prompt assistance to any users in need specifically with active reservations that is ongoing. • Perfor-----------diation between host and guest having miscommunication over their reservations.• Provide fair judgement and investigation on complaints filed by both parties in various type of complains.
Senior Support Adviser Level 3 06/2019 to 08/2020Concentrix Philippines|Apple Care• Serve as the final contact and Escalation officer for customer seeking technical assistance over the live call or email• Resolve customers complex issue for both IOS device and Mac OS computers.• Responsible for escalating consumer law claims.• Perform pre diagnostics for the new software release related to Apple devices.• Perform remote troubleshooting through diagnostic techniques and pertinent questions, aide site support Engineers for isolation of possible cause experienced by customers.• Provide troubleshooting resolutions for Level 1 & 2 adviser and recommend proper position statement to avoid possible unsatisfied customer returns.
Technical Support / Service Desk 09/2017 to 12/2018
China Online Innovations Inc. (51 Talk)| Mandaluyong, Metro Manila
>Serve as the first point of contact for customer seeking technical assistance over
the live chat or email
>Perform remote troubleshooting through diagnostic techniques and pertinent questions.
>Determine the best solution based on the issue and details provided by customers
>Walk the customer through the problem-solving process
>Record events and problems and their resolution in logs.
Technical Support Engineer 01/2015 to 9/2017
Orchid Cybertech Services Inc (TPG Telecom) | Mandaluyong, Metro Manila
>Provide accurate and effective resolution for customers having internet and device issues through phone call and email.
>Coordinate directly with field Engineers for integrated resolution.
>Track old case’s and find direct solution for the issues encountered
>Creating annual report for top drivers and issues encountered.
Technical Support Level 2 01/2014 to 12/2014
Teletech Philippines (Time Warner Cable) Quezon City, Metro Manila
>Responded to customer inquiry via telephone and email.
>Working with customers to identify internet problems and advising on the solution.
>Logging and keeping records of customer’s queries.
>Analyzing call logs so we can spot common trends and underlying problems.
>Testing and fixing faulty equipment
FRAUD ANALYST 01/2013 to 12/2013
Visa Cybersource | Makati City, Metro Manila
>Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
>Provided exemplary level of customer service to all card holders.
>Analyzed large amount of data to find patterns of fraud and anomalies.
>Collaborated with tea-----------mbers to discuss fraud trends and brainstor-----------thods to combat this type of crimes.
CUSTOMER/SALES REPRESENTATIVES 01/2012 to 12/2012
Alorica Philippines (Direct TV)
>Present, promote and sell products/services using solid arguments to existing and prospective customers.
>Establish, develop and maintain positive business and customer relationship.
>Expedite the resolution of customer problems and complaints to maximize satisfaction
>Achieve agreed upon sales targets and outcomes within schedule.
>Supply management with reports on customer needs , problems, interest, competitive activities and potential for new products and services.
>Continuously improve through feedback.
TELEDATA ANALYST/PAYROLL SPECIALIST 12/2010 to 01/2012
ADP Philippines (Automatic Data Processing) | Makati City
>Ensure 100 percent accuracy for private and small business payroll account system.
>Copied, logged scanned document.
>Respond to customer request via telephone and email.
>Verify data integrity and accuracy
TECHNICAL SUPPORT LEVEL 2 08/2008 to 12/2010
Sykes Asia Incorporated (Verizon Telecommunications)
>Achieve customer satisfaction by providing precise and accurate resolution.
>Respond to small business request via telephone and email.
>Verify data integrity and accuracy
>Worked directly with other carriers to achieve high satisfaction rate and more
efficient resolution for technical issues.
