Lilibeth Sumalpong
Dasmarinas,CAV
Summary
Experienced and detail-oriented professional with 3 years of experience in property management and virtual assistance, specializing in Airbnb listings. Proven ability to manage multiple tasks efficiently, maintain high standards of service, and deliver exceptional guest experiences. Seeking a position where I can utilize my organizational skills and passion for hospitality to contribute to a successful team.
Overview
15
15
years of professional experience
Work History
Virtual Assistant/Assistant Property Manager
Airbnb & VRBO
01.2022 - 10.2024
- I've enjoyed the collaborative nature of this role, fostering open communication with guests, cleaners, and the maintenance team to ensure a smooth and enjoyable experience for everyone. Occasionally, I've also coordinated with homeowners to address any concerns that may arise, ensuring everyone feels heard and supported.
- I also contact Airbnb support if needed if there are any issues concerning the guest's stay, any disputes with the process they did, or request a review to be taken down
- Assisting the client in optimizing his Airbnb listings
- I handled finances like tracking expenses, amenities & restocking supplies
- Provide utmost customer support if the guest has problems with payments, amenities, cleanliness, or check-in and check-out
- Arrange a schedule for maintenance if the house or apartment needs repair or other services
- I've collaborated closely with the cleaning team to ensure the property is always spotless and ready for guests.
- I also performed other duties assigned by the Client
Customer Service Rep for Verizon Wireless (Postpaid)
Sykes/Sitel Corp.
Las Piñas
03.2022 - 01.2023
- I've had the opportunity to navigate a wide range of customer challenges, from troubleshooting device issues to resolving billing inquiries and managing account details. These experiences have allowed me to develop strong problem-solving skills and a deep understanding of customer needs.
- Perform a remote view on the customer's cellphones to walk them through the step-by-step basic troubleshooting guide easily
- Call customers who got disconnected during the calls or notify them of claim investigation results or planned adjustments
- I've enjoyed helping customers discover the perfect device and plan that aligns with their individual needs and preferences. It's rewarding to guide them through the options and find the solution that truly fits their lifestyle.
- Provide step-by-step guide or walk them through their online account and sometimes help them reset their password unlock or unblock their online account & device
- I've gained valuable experience in navigating complex customer situations, from escalating issues to managing follow-ups and ensuring smooth order processing and complaint resolution. This has honed my ability to handle diverse customer inquiries with empathy and efficiency.
- Utilize the internal system to access and research customers' accounts and history
- I've developed a keen eye for detail and a commitment to thorough documentation, ensuring that every customer interaction is accurately recorded, from inquiries and complaints to follow-up actions.
Hotel Reservation Specialist/Travel Consultant Expert
Teleperformance (Intelenet Global Services)
Taguig City
01.2018 - 07.2018
- I've had the opportunity to help countless guests find their perfect hotel room, from cozy getaways to luxurious vacations. I had the challenge of matching their needs and desires with the right hotel and room, and it's always rewarding to see their excitement when they find the perfect fit.
- Offer them a suitable and convenient amenity as they desire
- Ensure validity and confidentiality of client/ customer issues
- Explain room features & benefits with prices and answer questions from customers
- Obtain customer information such as name, address, and payment method, and enter orders into the system
Microsoft Concierge Associate
Convergys
Mandaluyong, Metro Manila
06.2017 - 01.2018
- Performed efficient identification of customer concerns and seamlessly transferred or directed them to the appropriate department, whether for home or business inquiries.
- Performed minor troubleshooting complaints by the customer such as black screen/blue screen and some basic Office 365 services (e.g., purchase licenses, uninstall/reinstall Office, password reset, where to navigate in Office 365 homepage)
- I've answer queries and process requests when a customer wants to avail or subscribe to products or services
- Speak to members on various topics and offer an up-selling related to the customer's needs
- Explained Microsoft products and services to customers.
- Shared knowledge about Microsoft products and services with clients.
- Guided customers through the features and benefits of Microsoft products and services.
- Then Document all work performed through ticketing systems
Customer Care Associates
Alta Resources Philippines Corp.
Pasig
09.2013 - 12.2016
- Processed credit card account modifications and requests, ensuring accurate and timely service.
- Evaluated and approved credit card applications, contributing to the growth of the customer base.
- Investigated and analyzed potential fraudulent transactions, mitigating risk and protecting customer accounts.
- Provided clear and concise guidance to customers on navigating their online accounts, enhancing their experience.
Account Specialist for Globe lines
Techmahindra Limited Inc.
Q.C.
08.2012 - 09.2013
- Managed modifications and processed requests for broadband and landline accounts, ensuring customer satisfaction.
- Prepared and forwarded comprehensive reports for follow-ups and complaints, facilitating efficient resolution.
- Collected, analyzed, and summarized information to provide accurate and timely responses to customer inquiries and complaints.
- Performed minor troubleshooting and other duties as assigned, demonstrating adaptability and a willingness to contribute.
Volunteered Office Assistant
United Tennis Players of the Philippines Foundation
Pasig City
02.2010 - 10.2010
- Organized and maintained office documentation, ensuring efficient access to information.
- Managed incoming calls, providing professional and helpful assistance to callers.
- Organized and coordinated board member appointments, ensuring smooth scheduling and communication.
- Provided administrative support to the Chief Financial Officer, contributing to the efficient operation of the office.
- Demonstrated adaptability and willingness to contribute by performing various tasks as assigned.
Education
Course - CBA- Computer-Based Accounting
AMA Computer Learning Center
01.2012
Iligan City National High School
01.2006
South 1-A Central School
01.2002
Skills
- MS Office
- Word
- Excel
- Outlook
- M365
- SharePoint
- Teams
- Mondaycom CRM
- Google apps
- Calendar Management
- Googlesheets
Personal Information
- Age: 35
- Place of Birth: Iligan City
- Citizenship: Filipino
- Date of Birth: 10/07/89
- Gender: Female
- Marital Status: Married
- Religion: Roman Catholic
References
- Ma. Melamyr G. Cordero, Supervisor/ Ingram Micro Phils, Taguig, Philippines, 09173013150
- Jobelle G. Alog, Customer Service Rep/ Sykes-Sitel, Las Piñas, 09171160610
- Ma. Del Carmen Gacos, Customer service / Concentrix, Quezon City, 09266311743
Timeline
Customer Service Rep for Verizon Wireless (Postpaid)
Sykes/Sitel Corp.
03.2022 - 01.2023
Virtual Assistant/Assistant Property Manager
Airbnb & VRBO
01.2022 - 10.2024
Hotel Reservation Specialist/Travel Consultant Expert
Teleperformance (Intelenet Global Services)
01.2018 - 07.2018
Microsoft Concierge Associate
Convergys
06.2017 - 01.2018
Customer Care Associates
Alta Resources Philippines Corp.
09.2013 - 12.2016
Account Specialist for Globe lines
Techmahindra Limited Inc.
08.2012 - 09.2013
Volunteered Office Assistant
United Tennis Players of the Philippines Foundation
02.2010 - 10.2010
Iligan City National High School
South 1-A Central School
Course - CBA- Computer-Based Accounting
AMA Computer Learning Center