Carmen

MoralEs

EXPERIENCE

Airbnb | Claims Team Coordinator
2019 - 2020 | Portland, OR

Triaged sensitive escalated cases to appropriate team members. Acted as go-to for case consults and supervisor phone calls. Coached team on quality and case handling in one-on-one meetings. Worked closely with global leadership team to work towards department goals. Met with cross-functional teams and stakeholders to strategize and provide feedback. Acted as subject matter expert for process improvement projects and product teams. Facilitated feedback sessions between Community Support teams and office leadership.

Airbnb | Property Claims Specialist
2018 - 2019 | Portland, OR

Communicated with users and third-party adjusters to manage Host Guarantee, Host Protection Insurance, and Guest Protection cases. Utilized written communication skills to communicate with stakeholders. Maintained high quality metrics. Served as Claims subject matter expert for shadowing and mentoring. Contributed to Claims related projects, working with team members globally.

Squarespace | Customer Operations Specialist
2016 - 2018 | Portland, OR

Assisted customers via live chat and email. Utilized troubleshooting skills to solve customer issues as well as identify and escalate potential platform bugs. Received recognition for maintaining a perfect email quality metric for one full year. Collaborated on a team website to recognize team member accomplishments.

Apple | Specialist, Visual Merchandising Lead; Back of House Specialist
2012 - 2016 | Richmond, VA

Provided customers with technical support and sales solutions related to Apple products and services. Managed visual merchandising tasks and team members; prepared and lead teams during major merchandising changes and product launches. Received and organized large quantities of store inventory and utilized SAP to reconcile inventory variances.