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
Support Specializations: Conflict Mediation, Order Management, Trust & Safety, Technical Troubleshooting
Technical Proficiency: Zendesk, Salesforce, Slack, CRM Administration, Google Workspace
Key Soft Skills: Emotional Intelligence, Rapid Problem-Solving, Cross-Functional Collaboration
Highly self-motivated individual with strong intrinsic drive to excel and achieve results
Able to prioritize task effectively, ensuring efficient allocation of time and resources to maximize productivity
Open to new ideas and willing to learn new ways of doing things
A creative thinker, able to conceptualize innovative solutions for complex problems
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