Open to opportunities

Johan Ariza

@johanariza

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Account Manager who streamlines customer support with automation and data-driven KPIs.

Colombia

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What I'm looking for

I’m looking for a role where I can own customer/account outcomes and improve support efficiency with automation and KPI-driven decisions, in a team that values clear communication, process improvement, and high-quality omnichannel service.

I’m an Account Manager focused on keeping guest and host experiences smooth, accurate, and fast. I support evolving teams by handling account and booking issues through clear platform guidance and reliable internal processes.

At Airbnb, I managed reservations, refunds, and dispute cases while maintaining detailed records in Google Workspace. I also optimized performance by monitoring KPI trends like Overall Rating, Response Rate, and Cancellation Rate to improve outcomes.

I bring a strong tech-support foundation and a workflow automation mindset, using tools like n8n and APIs to reduce friction and improve operational efficiency. I’m comfortable working in high-pressure, remote environments while delivering omnichannel customer success through live chat, email, and inbound/outbound calls.

Experience

Work history, roles, and key accomplishments

Account Manager

Airbnb

Mar 2023 - Jun 2025 (2 years 3 months)

Resolved guest and host account and booking issues using the Airbnb Host Dashboard and internal CRM tools, while managing reservations, refunds, and dispute cases. Monitored and improved key performance metrics (Overall Rating, Response Rate, and Cancellation Rate) and provided omnichannel support via live chat, email, and inbound/outbound calls.

Customer Support Account Management Airbnb Host Dashboard KPI Analysis Omni Channel Support