ALMIRA TIMBREZA
Customer Support
Taytay
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
Work History
AIRBNB SUPPORT AMBASSADOR | SUBJECT MATTER EXPERT
TDCX Philippines
10.2021 - Current
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Handled high-volume customer inquiries via phone, email, and chat, covering reservations, cancellations, account management, and platform inquiries
- Resolved issues promptly and accurately, troubleshooting technical problems and ensuring exceptional guest and host experiences
- Maintained meticulous customer interaction documentation, facilitating knowledge sharing among team members
- Collaborated with cross-functional teams for process improvements, enhancing customer support experiences
- Mentored and trained support team members, sharing subject matter knowledge and best practices.
- Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
- Assisted team with operational policies and procedures to drive services.
CUSTOMER SERVICE REPRESENTATIVE | AMAZON RETAIL
Concentrix Philippines
07.2020 - 07.2021
- Provided exceptional support via phone, email, and chat, addressing product inquiries, order tracking, delivery issues, returns, and general questions
- Responded to customer requests for products, services, and company information.
- Resolved issues promptly and effectively using in-depth knowledge of Amazon Retail platform, ensuring customer satisfaction
- Collaborated with internal teams (Logistics/UPS/USPS) for expedited issue resolution and seamless customer experience
- Maintained accurate customer records for personalized support.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Education
Bachelor of Arts - Education
Asia Pacific Christian College And Seminary
Montalban Rizal 04.2015 - 04.2019
SECONDARY SCHOOL -
Manuel I. National High School
01.2011 - 04.2015
Skills
Customer Education
Customer Engagement
Product Knowledge
Active Listening
Customer service excellence
Technical Proficiency in Airbnb
Property Management
Adaptability and Resilience
Languages
English
Upper intermediate (B2)
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Documented and resolved guests and hosts which led to great reservation experience.
- Supervised 10-15 staff members per team.
- Has been part the top 10 Support Ambassador at Airbnb year 2021 due to exceptional service and customer relationship building skills. Resulted to promotion in a Subject Matter Expert position.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Genesys Cloud
Medalla
Airbnb Platform
Amazon Platform
Timeline
AIRBNB SUPPORT AMBASSADOR | SUBJECT MATTER EXPERT
TDCX Philippines
10.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE | AMAZON RETAIL
Concentrix Philippines
07.2020 - 07.2021
Bachelor of Arts - Education
Asia Pacific Christian College And Seminary
04.2015 - 04.2019
SECONDARY SCHOOL -
Manuel I. National High School
01.2011 - 04.2015