Reeze Bianca Marata

I’m a customer service professional supporting travel, hospitality, loyalty, and customer service operations, with a focus on resolving high-impact escalations that protect the guest and host experience. Across phone, chat, and email, I deliver exceptional outcomes grounded in policy compliance and customer trust.

As a Senior Case Manager at Airbnb | TDCX Philippines (Sept 2025–Jan 2026), I managed complex guest and host escalations involving reservations, refunds, and account concerns. I provided final resolutions aligned with company policies and Trust & Safety guidelines, while maintaining quality and service metrics and ensuring fair, consistent outcomes.

Before that, I served as a Customer Support Ambassador at Airbnb | TDCX Philippines (Jan 2024–Aug 2025), where I assisted guests and hosts with reservation management, booking issues, and account concerns. I maintained SLA compliance and quality standards while delivering support through phone, chat, and email channels.

I also built strong reservation operations experience as a Customer Service Representative across Expedia (Oct 2023–Jan 2024), CxLoyalty (Mar 2022–Oct 2023), and Wellcare (Oct 2021–Mar 2022). I handled flight, hotel, and car rental reservations; processed booking modifications, cancellations, refunds, and itinerary changes; and used Amadeus GDS and Worldspan GDS to manage reservations and travel itineraries, while resolving customer issues with calm, accurate service.