Gemma Malang

Experienced professional with a diverse background. Skilled in strategic planning, problem-solving, and relationship building. Committed to delivering exceptional customer service and exceeding organizational goals.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement.

With hands-on experience in customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

• AirBnb Superhost, Home-based Agent , 07/01/24 to Present.

Create layouts in managing my Airbnb platform. Communicate with guests and ensure they have a comfortable and reliable experience by managing listings, responding to inquiries, and ensuring a clean and safe property, while adhering to Airbnb's guidelines and local regulations.

• Home-based Virtual Agent, Sylvan Inc. , Little River, South Carolina, 29566, 01/01/16, 09/30/24,

Ecommerce. Answer Calls, Chats and Email from customers who have questions about products, offer advanced technical assistance, process sale. Update/edit platforms owned and managed by our companies; eg. adding product layouts, shipping/tracking info, notes and comments.

• Intake Specialist (US Law Firm), Virtual Staff LLC , 05/01/22, 07/31/22.

Accepts and Makes calls to Law firm clients. Communicates directly to the manager. Track responses and interactions. Keeps and maintains client's record.

• PA/Encoder, Documen Links AU , 05/01/20, 12/31/21.

Schedule Calendar appointments and formulate student assessments.

• Health Adviser, United Health Group , Tower 3, Science Hub Bldg, Mc Kinley Hill, Taguig City, 11/10/14, 06/18/15.

Answer Calls from members of health insurance. Discuss benefits and coverages, communicate and discuss member coverages, medical treatment and procedures with medical providers and health organizations. Schedule consultations.

• CSR/TSR/Account Services (Retention) -Dish Satellite TV, Concentrix Philippines Inc. , 5thflr., TechnoPlaza1, Eastwood, Libis, Quezon City, 02/01/13, 12/31/13.

Worked as a member of the Retention/Cancellation team for DISH TV customers.

• CSR - ACM (American Claims Management), Fusion BPO Services Philippines, Inc. , 6thFlr, Orient Square Bldg., Emerald Ave., Ortigas, Pasig City, 01/01/11, 01/29/13.

File motor vehicle insurance claims over the phone for members involved in vehicular accidents. Assign adjusters and make follow ups on filed claims.

• CSR - Sprint USA, Etelecare Global Solutions Inc. , 2ndFlr., Worldwide Corporate Center, Shaw Blvd., Mandaluyong City, 07/22/07, 12/24/08.

Answer calls from customers who are subscribers of Sprint Telco postpaid. Process upsell, fix advances technical issues and handle payments.

• Philippine Board Exam for Teachers, Passed: 74.51%, 11/10/91, Quezon City
• Career Service Professional Examinations, Passed: 83.12%, 10/20/91, Quezon City

• Place of Birth: Taguig City
• Child Name: Jaygee M. Abolencia, age,39
• Child Name: Jermel Joseph C. Malang, age, 34
• Child Name: Julienne Gemaima C. de Jesus, age, 15
• Date of Birth: 07/28/69
• Marital Status: Widowed