Experienced Escalations Lead with over two years of expertise supporting Airbnb’s global Hosts and Guests, specializing in complex case resolution, policy interpretation, dispute management, and risk mitigation within short-term rental operations. Proven ability to handle 50+ escalations weekly while consistently achieving 100% Quality Assurance and exceeding performance metrics. Skilled in Resolution Center operations, review handling, and operational risk control, delivering high-quality guest and host experiences. Licensed Professional Teacher and Master’s student in Education with strong communication, conflict resolution, and coaching abilities to simplify policies, build trust, and enhance customer satisfaction.
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