Hi, I’m
Reyna Ruffa Lopinac
Call Center Team Manager
Summary
I'm Reyna Ruffa Lopinac, a former Airbnb Call Center Team Manager from the Philippines and decided to change my career earlier this month.
Having worked in BPO for 9 years, I can say that I am fully equipped with the knowledge needed on handling any booking related concern, both on the technical and customer service side. I have a wealth of experience when it comes to providing first class service and resolving any queries or issues that might arise with customers, and communicating with the users overseas.
Overview
9
years of professional experience
Work History
Telus International PhilippinesTaguig City
Call Center Team Manager - Airbnb
01.2019 - 09.2023
Job overview
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Developed quality employees within call center to take over leadership positions.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Determined quality assurance benchmarks and set standards for improvement.
- Some Of the things I can do are as follows: Answering questions, assisting guests with check-in and check-out,handling bad reviews, handling cancellation issues due to amenities and cleanliness reasons. I can communicate not only with the guest but with the Airbnb representatives.
- Provide suggestions on how to avoid penalties, adjustment and maintaining a five star rating. I have skills on negotiating to guests or airbnb on any possible refund or adjustment, and any other things that I know might help the host.
Telus International Philippines Taguig City
Customer Service Representative - Airbnb
01.2018 - 12.2018
Job overview
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- I dealt with all initial customer communications by phone both inbound and outbound, chat and email.
FIS Global SolutionsMakati City
Call Center Representative
04.2014 - 12.2017
Job overview
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on company systems, form completion, and access to services.
- We handled financial accounts, first is Certegy on where we dealt with any concern related to cheques, be it a personal or company account. We checked users' information and the reason why it was declined. Second is with Prime, we used to handle Credit card accounts and users credit information.
Education
Eastern Quezon CollegeGumaca, Philippines
Bachelor of Secondary Education from Education of Individuals in Secondary Special Education Programs
05.2001
Skills
Planning and Coordination
Timeline
Call Center Team Manager - Airbnb
Telus International Philippines
01.2019 - 09.2023
Customer Service Representative - Airbnb
Telus International Philippines
01.2018 - 12.2018
Call Center Representative
FIS Global Solutions
04.2014 - 12.2017
Eastern Quezon College
Bachelor of Secondary Education from Education of Individuals in Secondary Special Education Programs
05.2001
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