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
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 -
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