Amazon Virtual Assistant | Customer Service Specialist | Scheduler | Airbnb Supp

I have over 8 years of customer service experience supporting customers through phone, chat, and email across various industries, including travel, telecommunications, insurance, and e-commerce. Throughout my career, I have handled customer inquiries, billing concerns, technical troubleshooting, claims and safety cases, account management, and back-office operations while consistently delivering excellent customer experiences. My journey began as a Customer Service Representative supporting Airbnb, where I quickly demonstrated strong problem-solving and customer care skills. I was later handpicked to join the pioneering Claims and Safety team and subsequently promoted to Apprentice SME. I then advanced into a Quality Analyst role, where I evaluated customer interactions, provided coaching and feedback, analyzed performance trends, and helped improve overall service quality. In addition to customer support, I have experience providing technical and billing support for AT&T DTV and Sprint, managing Amazon Seller Central operations for an e-commerce business, supporting health insurance back-office processes, and coordinating commercial scheduling operations. These experiences have strengthened my communication, analytical, conflict-resolution, and customer relationship management skills, enabling me to effectively support both customers and business operations.

As a Quality Analyst for Airbnb Claims and Safety, I was responsible for ensuring the highest standards of customer experience, policy compliance, and operational excellence across voice, chat, and email support channels. I conducted detailed quality evaluations of customer interactions involving complex claims, safety concerns, trust and safety issues, and case resolutions for both hosts and guests. My career progression within Airbnb reflects my strong performance and leadership capabilities. I started as a Customer Service Representative and was later handpicked to join the pioneering Claims and Safety team. After consistently demonstrating expertise in case handling and process adherence, I was promoted to Apprentice Subject Matter Expert (SME), where I provided guidance and support to frontline agents. I subsequently earned a position as a Quality Analyst and held the role for nearly five years. Beyond conducting quality audits, I played a key role in facilitating Business Reviews by analyzing performance trends, identifying opportunities for improvement, and presenting actionable insights to leadership teams. I regularly conducted Ticket Reviews to assess case accuracy, policy adherence, and customer experience outcomes while providing coaching recommendations to agents and supervisors. I also facilitated Calibration Sessions with Operations Leaders, SMEs, Trainers, and fellow Quality Analysts to ensure consistency, fairness, and alignment in quality scoring standards. In addition, I supported Agent Onboarding and Best Start programs by helping new hires understand quality expectations, operational processes, customer experience standards, and Airbnb policies. As a trusted member of the Quality team, I was selected to participate in interview panels whenever there were openings for Quality Analyst positions. I evaluated candidates based on communication skills, analytical thinking, coaching ability, quality expertise, and overall suitability for the role. Key Responsibilities: • Conducted quality evaluations for voice, chat, and email interactions. • Reviewed complex Claims and Safety cases involving hosts and guests. • Facilitated Business Reviews and presented quality performance insights. • Conducted Ticket Reviews to ensure policy compliance and case accuracy. • Led and participated in Calibration Sessions to maintain scoring consistency. • Provided coaching, feedback, and development recommendations to agents. • Supported Agent Onboarding and Best Start programs for new hires. • Performed root cause analysis and identified process improvement opportunities. • Created quality reports, scorecards, and performance dashboards. • Participated in Quality Analyst interviews and candidate assessments. • Partnered with Operations, Training, and Leadership teams to improve customer experience and operational performance. • Ensured compliance with Airbnb policies, procedures, and safety standards. This experience strengthened my expertise in Quality Assurance, Customer Experience Management, Claims Investigation, Safety Operations, Coaching and Development, Performance Management, Reporting and Analytics, Stakeholder Collaboration, Interviewing, and Leadership Support.

As an Amazon Virtual Assistant and Seller Support Specialist, I managed the day-to-day operations of an Amazon store specializing in baby teething products. My responsibilities included overseeing product listings, monitoring orders, handling customer inquiries, managing inventory updates, and ensuring a seamless customer experience. I utilized Amazon Seller Central to maintain accurate product information, track order fulfillment, resolve customer concerns, and support account performance. I worked closely with customers by responding to product inquiries, shipping concerns, returns, and order-related issues while maintaining high customer satisfaction. My experience also involved store management tasks such as inventory coordination, order processing, listing optimization, and performance monitoring to ensure smooth business operations. Through this role, I developed strong skills in e-commerce operations, customer service, account management, problem-solving, and Amazon marketplace best practices.

As a Technical Support and Billing Representative for Sprint and AT&T DirecTV, I provided customer support through phone interactions, assisting customers with technical issues, billing inquiries, account management, and service-related concerns. My primary goal was to deliver exceptional customer service while ensuring timely and accurate resolution of customer concerns. I diagnosed and troubleshot a wide range of technical issues, including connectivity problems, device setup, service interruptions, equipment malfunctions, and account-related concerns. In addition, I explained billing statements, clarified charges, processed payments, resolved billing disputes, and educated customers about their service plans and available options. Throughout my role, I utilized problem-solving and critical-thinking skills to identify root causes, guide customers through troubleshooting steps, and coordinate with other departments when necessary to ensure complete issue resolution. I consistently maintained a customer-focused approach, helping customers understand complex technical and billing information in a clear and professional manner. Key responsibilities included: • Troubleshooting technical issues related to wireless, television, and internet services. • Assisting customers with account management, service activation, and plan inquiries. • Explaining billing statements, charges, adjustments, and payment options. • Resolving billing disputes and service-related concerns. • Providing step-by-step technical guidance and support. • Documenting customer interactions and maintaining accurate account records. • Delivering exceptional customer service while meeting performance and quality standards.

As a Virtual Assistant, I have provided administrative, customer service, operations, and business support to clients across various industries, including e-commerce, telecommunications, insurance, travel, and broadcasting. My experience includes managing day-to-day business operations, handling customer communications, coordinating schedules, maintaining records, generating reports, and ensuring smooth workflow execution. I am highly skilled in providing support through phone, email, and chat while maintaining professionalism, accuracy, and efficiency. Throughout my career, I have assisted with customer relationship management, quality assurance, technical support, data entry, scheduling, account management, and back-office operations. My ability to adapt quickly to different tools, processes, and industries has enabled me to support clients effectively in fast-paced remote work environments. In addition to administrative support, I have experience managing Amazon Seller Central operations, commercial scheduling for television broadcasting, health insurance back-office processes, quality assurance evaluations, and customer service operations. These diverse experiences have strengthened my organizational, communication, problem-solving, and multitasking skills. Key Skills and Responsibilities: • Administrative and operational support • Customer service via phone, email, and chat • Calendar and schedule management • Data entry and database maintenance • Email and inbox management • Quality assurance and performance monitoring • Technical and billing support • E-commerce and Amazon Seller Central management • Commercial scheduling and coordination • Reporting and data analysis • CRM and Salesforce management • Process documentation and compliance • Problem-solving and conflict resolution • Microsoft Office, Google Workspace, Slack, ChatGPT, and Gemini I am a detail-oriented, dependable, and results-driven Virtual Assistant who is committed to helping businesses improve efficiency, deliver excellent customer experiences, and achieve their operational goals.