Alex Chirila

Resolved customer inquiries via Zendesk, focusing on product usage and account support. Led daily syncs with team members to review performance and coaching insights, while also analyzing customer data trends to optimize ticket response workflows and reduce backlogs.

Mentored frontline agents to handle claims, disputes, and technical issues across platforms, utilizing Salesforce and JIRA to track issue lifecycles and meet SLA targets. Drafted incident reports, collaborated with internal stakeholders for case resolution, and co-led educational campaigns to boost community awareness of platform policies.

Managed high-volume insurance claims for Damage and Experience Protection, detecting and reporting suspicious behavior as part of Airbnb’s AML efforts. Provided detailed documentation and guided users through complex processes.

Delivered multi-channel support for platform features, account issues, and booking problems. Resolved technical and account access issues, maintaining high customer trust.

Specialized in conflict management for urgent user escalations. Maintained calm, clear communication in high-pressure situations.

Delivered tiered support for travel disruptions and user experience concerns. Assisted with verification issues and guided new users through onboarding.

Represented Apple in providing Tier 1 technical and product support for iOS, maintaining Apple brand standards. Resolved hardware and software queries effectively.