I've been in the Business Process Outsource industry for more than 8 years already. I'm connected in an account called Airbnb, a booking platform that is used to connect between host ang guest to come up with rentee- renter relationship. I started as a Customer Specialist and then before regularized, I was promoted as a Case Manager. The usual task deals with handling inbound/outbound calls, email and messaging for prospective guests & host for ongoing reservations which covers issues for the following: - Cleanliness feedback/reports - host and guests inability to respond on check in date issues - missed check outs - listing inaccuracy or misclassification issues - noise complaints and personality conflicts Examines related scope of support for cancellations and refund eligibilities such as but not limited to: - Extenuating circumstances - guest, host initiated or mutually agreed cancellations - multiple cancellations due to violation Assessing review disputes and removal based on Airbnb's review and content policy. Reservation alteration and rebooking process. Responsible for overseeing account related issues such as: - adding information on the users profile - walking through setting up a listing or making changes to deactivate, snooze or activate a listing. I am also diverse in all aspects of BPO life as I have been exposed to different work setup whether it'll be technical support or billing issues. Prior my experience in Airbnb, I was a Technical Support Representative for accounts such as Time Warner Cable, AT&T and Comcast which task heavily deals on identifying and analyzing the problem before executing basic and advance troubleshooting steps to resolve an issue that if unresolve commonly results to an unknown/ known outage, replacing the equipment and sending a technician to the premise. Account and billing concerns is also my area of expertise where I worked in two accounts called Sprint Nextel and Cricket which tasks enables me handle the following: - Activation/ Deactivation of lines - Processing upgrade/ downgrade of services. - processing of payments, adjustments and setting up for partial payment arrangements. - Detailing the breakdown of the customer's bill. In addition to this, I have been affiliated in an account called "Uber Technologies", a transportation application where I handle feedbacks and concerns reported by riders, co-riders and drivers relating to any trip related issues that could result to partial or full refund, adjustments or an appeasement. I was also exposed in all other non trip related task such as account related issues where I handled fraudulent concerns.