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Diane
Contacto
Competencias
Demonstrated experience with Customer Service.
Demonstrated experience with Chat Support.
Demonstrated experience with Email Support.
Demonstrated experience with Phone Support.
Demonstrated experience with Customer Success.
Educacion
Resumen
Professional profile
Experiencia
SHORT-TERM RENTAL GUEST SUPPORT
Managed guest inquiries through phone, chat, and email, handling reservations, cancellations, payment concerns, and booking changes, resulting in timely resolutions and improved guest support.. Coordinated reservations across Airbnb, Booking.com, Expedia, Agoda, and direct booking channels, maintaining accurate calendars and guest records, resulting in smooth booking operations and fewer scheduling issues.. Resolved guest concerns related to check-in, check-out, refunds, payments, and reservation issues, providing clear and professional communication, resulting in positive guest experiences and effective issue resolution.
CRM SPECIALIST AND CUSTOMER SUPPORT
Provided chat-based customer support for a mobile rewards platform, assisting users with account concerns, rewards, points, redemptions, and platform-related inquiries, resulting in timely issue resolution and improved customer experience.. Created website copy, Help Center articles, and customer-facing content by translating complex information into clear and engaging language, resulting in improved content clarity and easier access to customer information.. Managed CRM records, support tickets, escalations, and knowledge base content while identifying recurring customer issues, resulting in organized documentation, consistent responses, and streamlined support processes.
HELPDESK SUPPORT TEAM LEADER
Led first-level POS technical support through phone, email, and in-person channels, troubleshooting hardware, software, and network issues, resulting in timely technical resolutions and reliable client support.. Coordinated client onboarding, system installations, technical deployments, and user training, ensuring proper implementation and system adoption, resulting in smoother rollouts and improved client readiness.. Trained and coached helpdesk team members on troubleshooting, customer service, and support procedures while monitoring performance, resulting in improved team capability and consistent service quality.