Ajene Cummings

• Issue Resolution: Handle inbound contacts (phone, email, chat) to resolve standard customer issues, including:

Reservation modifications and cancellations.

Payment processing and refund inquiries.

Login/account access problems.

Booking assistance and navigation guidance.

Basic host support (payout questions, listing updates).

Initial escalation of safety or complex issues to Tier 2/Specialized Teams.

• Customer Advocacy: Act as the voice of the customer within Airbnb, demonstrating empathy, patience, and professionalism in all interactions.
• Policy Adherence: Apply Airbnb's Terms of Service, Extenuating Circumstances Policy, and Community Standards consistently and fairly.
• Documentation: Accurately record customer interactions, details of issues, and actions taken in the case management system.
• Knowledge Utilization: Stay updated on Airbnb's product features, policies, and internal tools through training and knowledge base resources.
• Metrics & Performance: Meet or exceed key performance indicators (KPIs), such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handle Time (AHT), and Quality Assurance (QA) scores.
• Collaboration: Escalate complex cases appropriately to Tier 2, Trust and Safety, or Payments teams, following defined protocols. Collaborate with peers and leads to share knowledge and best practices.

• Coordinated youth sports events, enhancing community participation and engagement.
• Managed logistical operations, ensuring seamless execution of activities.
• Maintained accurate records, supporting efficient program management.

• Organized and maintained stock levels to ensure product availability and optimize customer experience.
• Collaborated with team members to execute efficient store layouts and product displays.
• Managed inventory records and conducted regular audits to minimize discrepancies.
• Provided exceptional customer service, addressing inquiries and resolving issues promptly.
• Assisted in training new staff on stock management protocols and customer interaction.

• Led crew operations, ensuring timely completion of all housekeeping tasks.
• Trained and mentored team members on best practices in cleaning and customer service.
• Implemented quality control measures to enhance service delivery standards.
• Coordinated scheduling and resource allocation for efficient workflow.
• Maintained records of inventory and supplies to optimize operational efficiency.

• Led cleaning teams at MT Lion Cleaning, ensuring high standards of service and client satisfaction.
• Coordinated scheduling and logistics to optimize operational efficiency.
• Managed customer feedback and implemented improvements based on insights.
• Maintained accurate records and reports to track team progress and service outcomes.

• Maintained records for 780+ students, ensuring accuracy and compliance.
• Organized and marked test papers, enhancing efficiency in academic assessments.
• Assisted in coordinating school events, contributing to successful program execution.
• Supported data collection and analysis for performance assessment.
• Facilitated communication between staff and parents.

• Collected and organized data from 200 community members.
• Coordinated logistics for data collection processes.
• Analyzed survey results to identify community trends.
• Collaborated with team members to improve data accuracy and reporting.