May-Ann Vargas
Guest Relations | Communications Specialist | Virtual Assistant
Taytay, Province Of Rizal
Summary
With more than 10 years of working in the BPO Industry in different accounts, I have equipped myself with skills to be an efficient and effective Customer Experience Ambassador.
Have proven capacity to troubleshoot issues to resolve issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
I have more than 5 years of work experience with Airbnb specializing in Host and guest experience support.
Overview
15
15
years of professional experience
Work History
Guest Relations Associate
Casiola Vacation Homes
02.2024 - Current
- Promotes positive guest relations through proactive communication and attentive service.
- Resolves customer complaints promptly, demonstrating empathy and professionalism for improved guest relations.
- Handles customer complaints professionally, resolving issues quickly to maintain positive guest relations.
- Manages check-in and check-out procedures for guests.
SuperHost Support Ambassador
TDCX Philippines
04.2018 - 02.2024
- First contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance with the service level standards
- Communicates and mediates between hosts and guests regarding their reservation concerns
- Provides professional and efficient service to hosts and guests requiring it, in addition to responding to escalated issues from internal teams.
- Process complicated payments and line items including charges, refunds, adjustments, misc credits and payouts.
- Maintained open lines of communication between guest and host through the platform to reach an amicable resolution.
Fraud Specialist
Convergys Philippines
04.2016 - 12.2016
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed transactions and receipts to identify any suspicious activity.
Customer Care Professional
Hinduja Global Solutions
10.2014 - 03.2016
- Enhance our customers’ experience by identifying opportunities to offer products based on our Cardmembers’ needs
- Deliver world-class customer service, while responding to Customer inquiries and concerns via telephone call channel
Disputes and Claims Specialist– PayPal
EPerformax Contact Centers & BPO
10.2012 - 07.2014
- Champion the customer's issues and work on their behalf to achieve resolution to queries real time using customer information, appropriate technology and the appropriate policies/procedures.
- Interact with customers to address their concerns, answer their questions and assist them with their needs
Customer Service Representative
Sitel Philippines
03.2009 - 01.2012
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
Education
No Degree - BS - Hotel And Restaurant Management
Trinity University of Asia
Cathedral Heights , Quezon City 05.2001 -
Skills
Speech Writing
Analytical Skills
Problem-Solving
Customer Service Oriented
Email, Chat and Phone Support
Admin Support
Tools
Track
Slack, TalkRoute
Kaba, Lynx, StayMyWay, Dwellinglive
GateAccess, Guest Ranger, MyEnvera
Guest Ranger
Airbnb, VRBO, Booking.com, Expedia
Timeline
Guest Relations Associate
Casiola Vacation Homes
02.2024 - Current
SuperHost Support Ambassador
TDCX Philippines
04.2018 - 02.2024
Fraud Specialist
Convergys Philippines
04.2016 - 12.2016
Customer Care Professional
Hinduja Global Solutions
10.2014 - 03.2016
Disputes and Claims Specialist– PayPal
EPerformax Contact Centers & BPO
10.2012 - 07.2014
Customer Service Representative
Sitel Philippines
03.2009 - 01.2012
No Degree - BS - Hotel And Restaurant Management
Trinity University of Asia
05.2001 -