Felipa Costilla

I've supported online banking customers across the EMEA region at Foundever, resolving account inquiries, transaction issues, and credit dispute cases through high-volume email and live chat.

I manage escalations, document cases accurately in Freshdesk and Microsoft tools, and work within strict financial regulations, confidentiality requirements, and data protection policies. I maintain strong response-time, resolution-rate, and customer-satisfaction KPIs.

In remote support for Airbnb, I assist guests and hosts with booking questions, reservation changes, and cancellations. I handle sensitive, high-pressure cases with professionalism, empathy, accuracy, and balanced solutions.

I'm committed to clear written communication and solution-focused support that protects customer trust and delivers a reliable experience.