# Alex Chirila

Alex Chirila is a remote worker on Himalayas, Customer Support Specialist at Creative Fabrica, based in Netherlands.

Source: https://himalayas.app/@alexchirila

```text
Customer Support Specialist with expertise in B2C and B2B services.
```

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Netherlands |
| Authorized to work in | Netherlands |
| Job categories | Customer Support Specialist, Customer Experience Manager, Technical Support Specialist, Customer Success Manager, Customer Support, Customer Service, Customer Service Associate |
| Skills | Technical Support, Claims Management, B2C, B2B, Client Servicing, Dispute Resolution, Zendesk, SLA, Performance Metrics, Customer Escalation, Remote Collaboration, Root Cause Analysis, Fraud Detection, Salesforce, Jira, iOS, Remote Team, Athens |

## What I'm looking for

```text
I am seeking a role that values customer satisfaction and offers opportunities for professional growth.
```

## About

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As a Customer Support Specialist with over four years of experience, I have honed my skills in delivering exceptional service across various sectors, including tech, travel, and e-commerce. My journey has equipped me with the ability to manage high-volume support channels effectively, resolve complex claims, and mentor teams to exceed key performance indicators. I take pride in my conflict resolution skills and my commitment to optimizing user satisfaction.

In my recent role at Creative Fabrica, I focused on product usage and account support, utilizing tools like Zendesk to streamline customer inquiries. My experience at Airbnb allowed me to mentor frontline agents and improve satisfaction scores through educational campaigns. I have a proven track record of managing insurance claims and providing technical support, ensuring that I maintain high customer trust and satisfaction even in high-pressure situations.
```

## Experience

### Customer Support Specialist

Creative Fabrica. Aug 2024 - May 2025

```text
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.
```

Skills: Zendesk, Product-Support, Account-Management, Data-Analysis, Workflow-Optimization

### Customer Experience Coordinator

[Airbnb](https://himalayas.app/companies/airbnb). May 2023 - Sep 2024

```text
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.
```

Skills: Claims-Handling, Dispute-Resolution, Technical-Support, Salesforce, Jira, SLA, Incident-Reports, Mentorship

### Claims Specialist

[Airbnb](https://himalayas.app/companies/airbnb). Oct 2022 - May 2023

```text
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.
```

Skills: Claims-Management, Claims, AML, Fraud-Detection, Documentation

### Customer Support Representative

[Airbnb](https://himalayas.app/companies/airbnb). Apr 2022 - Oct 2022

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

Skills: Technical-Support, Account-Management, Trust

### Support Ambassador – Resolutions 1

[Airbnb](https://himalayas.app/companies/airbnb). Feb 2022 - Apr 2022

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

Skills: Communication-Skills

### Customer Care Specialist

[Airbnb](https://himalayas.app/companies/airbnb). Oct 2021 - Feb 2022

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

Skills: User-Experience, Onboarding, Customer-Service

### Customer Support Representative

[Apple](https://himalayas.app/companies/apple). Nov 2020 - Sep 2021

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

Skills: Technical-Support, Product-Support, iOS, Customer-Service

## Tech stack

- Salesforce
- Gmail
- Zendesk
- Jira
- F#
- iOS
- Remote Team
- Athens

To contact Alex, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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