I began my BPO career with a U.S.-based telecommunications company, where I was initially trained as a Customer Service Representative to address inquiries regarding phone services and plans. I later advanced to a Technical Support Representative role, providing assistance with device-related and signal troubleshooting issues. My performance led to an opportunity to handle supervisory calls for the escalation team, which was followed by a promotion to the chat support department. In that role, I was responsible for serving nearly eight different service providers, managing both customer service and technical support inquiries via chat. My duties also included handling customer transactions for the purchase of mobile devices and service plans, as well as managing internal communications with departments such as portability.
After a seven-year career in the BPO industry, I transitioned to a new role as a Support Ambassador at Airbnb. In this position, I have been extensively trained in Community Education, Resolutions 1, and Resolutions 2, and currently specialize in dedicated support for managed hosts. I assist both guests and hosts with navigating the platform, resolving issues, and ensuring a seamless experience. My responsibilities include:
For hosts: Providing assistance with listing management, addressing inquiries related to new policies and procedures, and facilitating communication with guests. I also assist with the mediation of issues between guests and hosts, including facilitating payments for additional services. In instances of reported damages or missing items, I submit claims to the dedicated claims team for review and resolution. Similar support is provided to guests as part of our comprehensive service.
For guests: Helping with account management, booking processes, host communication, and resolving reservation issues, rebooking, and refunds.
For security, I do not handle customer transactions or access billing information directly. My role is centered on empowering users to effectively utilize the Airbnb platform, handling complex cases and escalating reports to the appropriate internal teams when necessary.
