GILYN MIRADOR
Quezon City
Summary
To pursue a competent job in a position that would best suit my qualifications and utilize my skills. Ready to help team achieve company goals.
Overview
20
20
years of professional experience
Work History
PROPERTY MANAGER
SHTX Properties Inc
07.2024 - Current
- Guest Communication:
- Prompt responses: Respond to guest inquiries within one minute
- Issue Resolution: Efficiently resolve high-level situations
- Professional Communication: Maintain a professional manner in all communication
- Check-in Process: Assist guests with the check-in process
- Maintenance Requests: Handle maintenance requests
- Review Encouragement: Prompt guests to leave 5-star reviews if they forget
- Extensions: Offer booking extensions to interested guests
- Reservation Alterations: Handle reservation alterations as needed
- Resolution Center: Manage extra fees and follow up on resolutions
- On-time Checkouts: Ensure guests check out on time
- Cleaning Management:
- Cleaning Schedules: Coordinate and send cleaning schedules
- Cleanliness Claims: Address and manage claims related to property cleanliness issue
- Cleaner Communication: Maintain communication with cleaning staff
- Support Communication:
- Review Disputes: Handle disputes related to guest reviews
- Claims: Manage claims with Airbnb, VRBO, Booking.com
- Invoices: Handle invoices as needed
- Extra Fees Management: Manage and process extra fees
- Cases: Communicate and resolve issues with Support
- Maintenance Management:
- Work Orders: Handle maintenance work orders
- Unit Management: Ensure units are properly managed
- Listing Updates: Consistently update property listings
- New Listings: Assist in creating new property listings
SUPPORT AMBASSADOR
TDCX PH - AIRBNB
07.2021 - 03.2024
- Provide customer service / troubleshooting support through email/phone/chat
- Provide and deliver consultative support about Pro-Host property management
- Manage Host and guest communications, including inquiries, bookings, check in/out process and post-stay reviews
- Help Hosts to update and optimize Airbnb listings to enhance visibility and attract bookings
- Handle booking confirmations, cancellations and modifications
- Provide accurate records of bookings, payments, and transactions
- Handle Host and guest reviews, implement improvements based on their disputed reviews
- Assist Host especially Pro-Hosts about their listings, ensuring the property complies with local regulations and Airbnb policies
- Handling any emergencies or disputes that may arise, ensuring a satisfactory resolution for guests and Hosts
- Help Hosts and guests to utilize the Resolution Center about claims
- Provide excellent customer service to ensure a positive Host and guest experience with Airbnb
ACCOUNT ASSOCIATE to QUALITY ANALYST
VXI - AT&T/PAYPAL
05.2014 - 06.2021
- Provide a customer service, technical and financial support through phone and email
- Guide customers through troubleshooting steps for various issues
- Diagnose and resolve technical issues related to internet TV, phone services and other AT&T offerings
- Coordinate on-site technical support visits if the issue cannot be resolved remotely
- Document resolutions and escalate unresolved issues to higher-level support if necessary
- Providing information on PayPal’s terms of service and legal policies
- Handling account verification and security measures
- Troubleshooting technical issues related to PayPal’s platform
- Handling transaction disputes and chargebacks
- Monitor, analyze and optimize campaign performance to meet KPIs
- Call auditing, monitoring and provide actionable insight
- Continuously evaluate and improve testing processes, tools, and techniques to enhance efficiency, effectiveness, and overall quality
- Calibration sessions to ensure that all key departments are calibrated on what constitutes a quality call
- Follow company communication procedures, policies and guidelines at all times
CUSTOMER SERVICE ASSOCIATE
ALORICA - US AIRWAYS/AT&T
08.2008 - 01.2013
- Provide a customer support through phone and messaging
- Handle airline booking and Telco service
- Capture accurate and complete information in Customer Relationship Management system (CRM)
- Provide personalized travel services to US Airways clients including booking and reservations
- Redirect customers to appropriate teams and/or departments as needed
- Handle pre-installation for AT&T products and services
- Follow-up with callers on complaint and/or question resolution status
SKIN CARE CONSULTANT
Cosmeceuticals Philippines Inc.
04.2005 - 09.2005
- Provide excellent customer service by building rapport with clients, addressing their questions and concerns, and ensuring their satisfaction with products and services
- Demonstrate the proper use of skincare products and techniques to clients to ensure they achieve optimal results
- Recommending products or services that complement clients' skincare routines and contribute to overall skin health
- Meet sales targets and goals through effective product recommendations and consultations
Education
High School -
CARLOS P. GARCIA HIGH SCHOOL
03.2003
Primary - undefined
IMMACULATE HEART OF MARY SCHOOL
03.1996
Skills
- Property Management
- Case Management
- Bookings
- Multiple Listing Service
- Claims Resolution
- Customer service-focused
Timeline
PROPERTY MANAGER
SHTX Properties Inc
07.2024 - Current
SUPPORT AMBASSADOR
TDCX PH - AIRBNB
07.2021 - 03.2024
ACCOUNT ASSOCIATE to QUALITY ANALYST
VXI - AT&T/PAYPAL
05.2014 - 06.2021
CUSTOMER SERVICE ASSOCIATE
ALORICA - US AIRWAYS/AT&T
08.2008 - 01.2013
SKIN CARE CONSULTANT
Cosmeceuticals Philippines Inc.
04.2005 - 09.2005
Primary - undefined
IMMACULATE HEART OF MARY SCHOOL
High School -
CARLOS P. GARCIA HIGH SCHOOL
Hobbies and Interest
Travelling, Running, Dancing, Music, Sports
References
DIVINA CABALLERO, Deputy Director of BSP, (+632) 873-2982
REGINALD REGIS, Remote Property Manager, (+63)917-623-2125
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