Summary
Overview
Work History
Education
Skills
Professional Summary
Timeline
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Catherine Calo

Catherine Calo

Cebu City

Summary

To be in a position where I can maximize my potential as a productive and active individual giving quality performance at all times for the attainment of the goal of the organization I aim to be part of.

Overview

7
7
years of professional experience

Work History

Admin Virtual Assistant

Self-employed / Remote
12.2024 - Current
  • Delivered comprehensive administrative and clerical support, including calendar management, email correspondence, data entry, and online research.
  • Handled guest inquiries and managed reservation concerns across platforms such as Airbnb and Peerspace, ensuring timely, professional communication and service.
  • Assisted in guest issue resolution, booking modifications, and post-stay follow-up to maintain high customer satisfaction.
  • Performed accurate data entry in QuickBooks, including organizing and recording receipts for effective financial tracking and reporting.
  • Managed client communication and scheduling using project management tools to support efficient workflow and task coordination.
  • Monitored and organized supervisor’s inbox, prioritizing emails and flagging urgent correspondence.
  • Answered and screened phone calls, provided information, scheduled appointments, and took detailed messages with discretion and professionalism.

Subject Matter Expert

Airbnb (via TDCX)
02.2021 - 12.2024
  • Served as the primary escalation point for complex customer service issues and policy-related inquiries, ensuring timely and effective resolution.
  • Coached and mentored front-line agents to enhance service quality, policy compliance, and overall performance.
  • Partnered with quality assurance and training teams to communicate process updates and ensure seamless implementation across the team.
  • Provided consistent expert support in a high-pressure, fast-paced contact center environment, maintaining service excellence under volume demands.
  • Analyzed user feedback to identify trends and inform product development strategies.
  • Collaborated with cross-functional teams to optimize resource allocation and project timelines.

Customer Service Representative

Expedia / Chase (via Teleperformance)
02.2018 - 01.2021
  • Provided end-to-end support for customers, assisting with travel bookings, account management, billing inquiries, and dispute resolution.
  • Resolved complex customer concerns with professionalism and adherence to company policies, consistently delivering high-quality service.
  • Managed high call volumes while maintaining a calm, courteous, and solution-oriented approach.
  • Collaborated with team members to refine support processes, resulting in improved response times and overall customer satisfaction.
  • Spearheaded workflow optimization initiatives that significantly reduced ticket resolution times and enhanced team efficiency.

Education

Bachelor - Tourism Management

Cebu Normal University
03.2018

Secondary - undefined

Compostela Science and Technology High School
01.2014

Elementary - undefined

Luke Christian Institute
01.2010

Skills

  • Customer engagement
  • Calendar management
  • Data entry
  • Skilled in Microsoft Office tools
  • Proficient in calendar management
  • Document preparation
  • Travel logistics management
  • Managing event logistics
  • Expense tracking
  • Transcription services
  • Spreadsheet management

Professional Summary

Experienced customer service and administrative professional with over 6 years in BPO and virtual support roles. Skilled in client relations, team support, problem resolution, and managing high-volume inquiries. Adaptable, detail-oriented, and committed to providing exceptional service in both front-line and back-office roles.

Timeline

Admin Virtual Assistant

Self-employed / Remote
12.2024 - Current

Subject Matter Expert

Airbnb (via TDCX)
02.2021 - 12.2024

Customer Service Representative

Expedia / Chase (via Teleperformance)
02.2018 - 01.2021

Secondary - undefined

Compostela Science and Technology High School

Elementary - undefined

Luke Christian Institute

Bachelor - Tourism Management

Cebu Normal University

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Catherine Calo