SHANTAL PALMA
Cebu City
Summary
Dynamic Customer Experience Professional with a strong foundation in analytical thinking, communication, and teamwork, complemented by a proven ability to swiftly adapt to new environments. Success at industry leaders such as Airbnb, Alo Yoga, and Instacart demonstrates expertise in high-stakes de-escalation and omnichannel support across chat, phone, and email platforms. Committed to driving user loyalty and maintaining exceptional CSAT scores by effectively navigating complex platform policies in fast-paced digital settings. A positive attitude and dedication to continuous learning fuel a desire to contribute meaningfully to team success while further developing professional skills.
Overview
3
3
years of professional experience
Work History
Support Ambassador
Airbnb
Cebu City, Cebu
02.2025 - Current
- Mediation & Resolution: Acted as a neutral mediator in complex guest-host disputes, utilizing advanced conflict-resolution techniques to reach fair settlements.
- First Contact Resolution (FCR): Prioritized resolving cases on the first attempt to minimize customer friction and reduce operational volume.
- Policy Expertise: Applied global Trust & Safety, refund, and cancellation policies to safeguard the community while delivering empathetic service.
- Platform Advocacy: Identified recurring product bugs and user pain points, providing data-driven feedback to the product team to enhance platform usability.
Customer Support Associate
Alo Yoga
Cebu City, Cebu
02.2025 - Current
- Personalized Brand Experience: Delivered "Studio-to-Street" support by educating customers on high-performance fabric technology and yoga lifestyle products.
- Logistics & Fulfillment: Managed end-to-end order lifecycles, including lost package investigations, complex returns, and shipping credit processing.
- Omnichannel Support: Maintained high performance across live chat, social media, and phone channels, achieving a consistent [95%+] customer satisfaction rating.
- Sales Support: Proactively identified opportunities for product recommendations, contributing to retail and digital membership growth.
Customer Support Representative (Care Agent)
Instacart
Cebu City, Cebu
04.2023 - 02.2025
- Real-Time Logistics Support: Provided immediate assistance to a three-sided marketplace (customers, shoppers, and retailers) to resolve delivery issues in real-time.
- Crisis De-escalation: Handled time-sensitive inquiries regarding missing items, delivery delays, and payment errors with urgency and meticulous attention to detail.
- Trend Identification: Reported systemic app issues and recurring delivery hurdles to senior operations, helping improve regional fulfillment efficiency.
- Metric Achievement: Met or exceeded aggressive Key Performance Indicators (KPIs), including Average Handle Time (AHT) and Quality Assurance (QA) targets.
- Managed approximately 60 plus incoming calls, emails and faxes per day from customers.'
Customer Service Representative (Voice and Chat Support)
QUALFON Philippines Inc.
Cebu City, Cebu
04.2023 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team and provided mentoring to new hires, contributing to their successful integration into the team.
- Investigated and resolved customer complaints with empathy regarding accounting, service and delivery concerns resulting in turning potential negative reviews into positive testimonials.
- Handled escalated calls and chats efficiently, finding satisfactory resolutions in a timely manner while following the guidelines and giving accurate information for both customers and the company alike.
- Performed cash, card, and check transactions to complete customer purchases. (Also assisting customers for POS systems to process sales, returns, online orders, and gift card activations.)
Education
Senior High School - General Academic Strand/ GAS
Looc Norte National High School
Cebu, Philippines01.2022
Junior High School -
San Isidro Night High School
Talisay, City Cebu, Philippines01.2020
Skills
Timeline
Support Ambassador
Airbnb
02.2025 - Current
Customer Support Associate
Alo Yoga
02.2025 - Current
Customer Support Representative (Care Agent)
Instacart
04.2023 - 02.2025
Customer Service Representative (Voice and Chat Support)
QUALFON Philippines Inc.
04.2023 - 02.2025
Senior High School - General Academic Strand/ GAS
Looc Norte National High School
Junior High School -
San Isidro Night High School