Open to opportunities

Kristen Lacorum

@kristenlacorum

Message

Customer service and operations shift lead delivering seamless guest and customer experiences.

Philippines

Message

What I'm looking for

I’m looking for a customer service leadership role where I can manage shift operations, handle escalations, coordinate reservations and guest/property needs, and deliver seamless experiences in a fast-paced, team-focused environment.

I’m a results-driven customer service and operations professional with hands-on experience in telecommunications support, Airbnb property management, and concierge operations. I lead daily guest and customer support work, coordinate reservations and calendars, and manage escalations and service recovery to protect satisfaction in fast-paced environments.

I coordinate cross-functional communication between guests, property owners, cleaners, and maintenance teams to ensure timely issue resolution and strong unit readiness. I also support operational quality by monitoring maintenance updates and housekeeping coordination, and I help train and guide team members on procedures and guest communication.

Experience

Work history, roles, and key accomplishments

Shift Lead

Falcon Global Services

Jul 2024 - Mar 2026 (1 year 8 months)

Led daily concierge and guest support operations for Airbnb property management accounts, coordinating reservations, calendars, and scheduling to improve efficiency and reduce booking conflicts. Managed guest escalations and ensured timely communication between guests, property owners, cleaners, and maintenance teams while maintaining quality and professionalism.

Customer Service Guest Relations Reservation Management Escalation Handling Operations Coordination Team Leadership Administrative Support Communication

Customer Service Representative

Sutherland Global Inc.

Sep 2022 - Dec 2023 (1 year 3 months)

Provided customer support for a telecommunications account, handling billing inquiries, service connections, payment processing, and account concerns via inbound calls. Resolved customer issues efficiently while managing high call volumes and assisting with order verification, delivery tracking, and accurate account updates.