Ma. Blair Novela
Cebu
Summary
I’m a motivated and reliable individual with strong communication and problem-solving skills. I adapt quickly, work well both independently and in teams, and am eager to learn and grow in new environments. I take pride in being organized, responsible, and committed to delivering quality work.
Overview
4
4
years of professional experience
Work History
Airbnb Support Ambassador
TDCX
02.2024 - 2026
- Provided customer support to guests and hosts via phone, chat, and email for issues related to bookings, accounts, and platform use at Airbnb
- Resolved reservation issues, including booking changes, cancellations, and refund requests
- Assisted hosts with calendar setup and availability management to prevent double bookings
- Guided users in navigating the platform, updating accounts, and managing listings or reservations
- Mediated guest–host disputes and handled complaints in accordance with company policies
- Assisted with review disputes, evaluating and escalating cases that violated platform guidelines Supported hosts in filing claims under AirCover for Hosts for property damage, missing items, or extra cleaning costs
- Processed payments, payouts, and billing inquiries for both guests and hosts
- Documented support cases accurately and escalated complex issues to specialized teams
Customer Service Representative-Specialist
Teleperformance Cebu IT Park
11.2021 - 01.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM software to track customer interactions and ensure timely follow-up.
- Collaborated with team members to enhance service delivery and streamline processes.
- Developed training materials for onboarding new representatives to improve service quality.
- Implemented feedback mechanisms to gather customer insights and drive service improvements.
- Monitored performance metrics to maintain high standards of customer satisfaction.
- Utilized effective time management techniques to prioritize tasks effectively and meet strict deadlines.
- Handled 50+ customer calls daily while providing professional and efficient support.
Administrative Assistant
MYNS Journal Accounting Firm
01.2020 - 09.2021
- Managed scheduling and appointment coordination for multiple team members.
- Prepared and organized financial documents for client meetings and audits.
- Implemented filing system improvements, enhancing document retrieval efficiency.
- Streamlined accounting software accuracy through consistent data entry
Education
Bachelor of Science - Bachelor of Elementary Education
Salazar Colleges of Science And Institute of Technology |
Cebu City05-2020
High School Diploma -
Punta Princesa Night Highschool
Cebu City04-2016
Skills
- Customer engagement
- Product knowledge
- Customer education
- Product recommendations
- Business development
- International relations
- Team development
- Creative strategies
- Communication management
Additional Information
- Google Workspace
- Canva
- Microsoft OfficeWord
- Slack
- Zoom
- Google Meet
- Trello
- Asana
- Calendly
- Buffer
- Notion
- ChatGPT
Timeline
Airbnb Support Ambassador
TDCX
02.2024 - 2026
Customer Service Representative-Specialist
Teleperformance Cebu IT Park
11.2021 - 01.2024
Administrative Assistant
MYNS Journal Accounting Firm
01.2020 - 09.2021
Bachelor of Science - Bachelor of Elementary Education
Salazar Colleges of Science And Institute of Technology |
High School Diploma -
Punta Princesa Night Highschool