Looking for a job

Lorence Naces

@lorencenaces

Message

I improve travel service quality, compliance, and guest experiences across Expedia Group and Airbnb.

Philippines

Message

What I'm looking for

I'm looking for a role where I can strengthen service quality, compliance, trust and safety, and operational performance through data-driven audits, coaching, and process improvement.

I've supported global travel operations at Expedia Group, managing lodging and car rental reservations while coordinating between travelers, hotels, and rental agencies.

As a Quality Assurance Analyst and Integrity Compliance Analyst, I monitored quality, investigated fraud and account takeovers, analyzed root causes, and delivered calibration insights that improved service performance.

At Airbnb, I evaluate complex mediation, listing-dispute, and safety interactions against Community Standards while facilitating calibration sessions that protect trust, safety, and brand reliability.

Experience

Work history, roles, and key accomplishments

Quality Assurance Officer

TDCX Inc.

Jan 2025 - Dec 2026 (1 year 11 months)

Oversaw evaluation of complex mediation cases, listing disputes, and safety-related interactions for Airbnb, ensuring alignment with Community Standards and facilitating calibration sessions.

Quality Assurance Compliance Mediation Policy Implementation

Operations Team Leader

Foundever

Jan 2025 - Dec 2025 (11 months)

Led frontline operations during the launch of Expedia Group Partner Solutions chat support, designing and executing onboarding and mentorship frameworks for new hires.

Team Leadership Onboarding Mentorship Operations Management

Integrity Compliance Analyst

Foundever

Jan 2024 - Dec 2025 (1 year 11 months)

Monitored and analyzed transaction patterns to identify and neutralize fraudulent behavior, account takeovers, and policy abuse across Expedia's travel ecosystem.

Fraud Detection Compliance Investigation Risk Management

Quality Assurance Analyst

Foundever

Jan 2022 - Dec 2024 (2 years 11 months)

Executed systematic quality monitoring, defect tracking, and root-cause analysis across Expedia's product portfolio, delivering performance insights to improve FCR and CSAT/NPS metrics.

Quality Assurance Root Cause Analysis Defect Tracking Performance Monitoring Calibration

Mentor / Subject Matter Expert

Foundever

Jan 2022 - Dec 2022 (11 months)

Served as primary technical and procedural resource for Expedia's Lodging and Car Rental divisions, providing real-time floor support and developing training modules for a team of 30+ agents.

Training Escalation Management Subject Matter Expertise Team Support

Customer Service Representative

Foundever

Jan 2021 - Dec 2022 (1 year 11 months)

Managed end-to-end lifecycle of global lodging and car rental reservations for Expedia Group, resolving booking discrepancies and coordinating between travelers and supply partners.

CRM Global Distribution Systems (GDS)Reservation Management Customer Service