Customer Experience Specialist with 7+ Years in BPO

Mike Zeppelin Lumidao

*******************@*****.***

+639*********

July 30, 1989

*** ***** **, ***** ******

Summary

Customer Experience Professional with 7 years of BPO expertise supporting global brands like Airbnb and Comcast. Proven track record in resolving complex reservation issues and technical troubleshooting while maintaining elite CSAT scores.

Work Experience

Intouchcx

Airbnb (April 2021 – Present)

Conflict Mediation & Resolution: Mediated complex disputes between guests and hosts, utilizing empathy and fairness to reach mutually agreeable solutions and prevent formal escalations.

- Reservation Management: Directed the full lifecycle of high-volume reservations, including complex cancellations and alterations, ensuring 100% adherence to platform policies.

- Technical Troubleshooting: Managed calendar to eliminate double-bookings and resolved technical glitches in real-time to maintain property visibility.

- Rebooking: Facilitated emergency rebooking for guests with canceled reservations, coordinating with alternative hosts to make sure Guest will have another place to stay

- Host Support: Coached underperforming hosts on how to improve their listings and increase their monthly reservations.

Startek Makati (2019 – 2020)

Advanced Troubleshooting: Resolving complex issues related to Comcast services such as Xfinity Internet, cable TV, Voice/VoIP, and mobile provisioning that require deeper technical investigation.

Outage Management: Managing "outage bridges" and facilitating communication between the company and customers during large-scale network degradations

Fusion (2018 – 2019)

Responded to inbound directory assistance calls, providing accurate phone numbers, addresses, and business listings in a fast-paced environment

Skills

-Computer Literacy

-CRM Proficiency

-Expert on handling customer’s emotion

Education

Sti Global City – 3rd year undergrad

Fort Bonifacio High School

Cember Elementary School

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