AirbnbExecutive Escalation
May. 2022 - Nov. 2023Montreal, Quebec, Canada•Handled highly sensitive and confidential cases involving e-Staff and other key stakeholders, along with around the clock execution meeting expected SLAs.
•Delivered a superior community experience for all executive cases, including, but not limited to, collaborating with other teams, navigating ambiguous situations, and breaking down silos to resolve issues in a timely manner.
•Handled NPS service recovery cases where the initial user experience has been poor.
•Mastered and maintained knowledge of company policies and procedures inside and out, being an expert in our Community Support and brand risk topics.
•Supported the Escalations team by providing input for Shared Services to ensure service integrity and continuous improvement.