Donna Nickerson

Handles highly sensitive and confidential cases involving e-Staff and other key stakeholders, along with around the clock execution meeting expected SLAs.

Triages and assigns regional escalations tickets and work in collaboration with the other regions to offer a follow the sun support; de-escalate non-urgent/sensitive tickets and provide recommendations for efficient resolution.

Meets performance expectations regularly and owns time management efficiently to deal with different type of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholders managements, etc).

Masters and maintains knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.

Effectively communicates in the context of stakeholders management.

Supports the Appeals and Escalations Coordinators in providing input for Shared Services to ensure service integrity and improvement.

Handles highly sensitive and confidential cases involving e-Staff and other key stakeholders.

Leverages CS expertise across functions, holistically providing exceptional service and reducing brand risk by handling the most critical contacts.

Evaluates incidents with a clear understanding of the needs of our internal and external communities, and determines course of action that will lead to the best possible outcome for all parties.

Considers all factors at play, including financial, brand, and customer satisfaction risks when deciding how we should respond.

Looks for possible issues and proactively begins working on solutions, resulting in avoidance of future issues.

Accepts challenges with incomplete information. Works to always get more clarity, while remaining open and transparent about what is and is not known.

Works closely with regional stakeholders and e-staff to ensure brand risk cases are managed & mitigated as customer service integrity is preserved.

De-escalates non-urgent/sensitive tickets and provide recommendations for efficient resolution.

Meets performance expectations regularly and owns time management efficiently to deal with different type of work assignments.

Masters and maintains knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.

Handles sensitive escalations from Press, Policy, Social Media, and SOS.

Works closely with Policy and Legal to remove listings with a history of community disturbances.

Experience working and resolving issues from Vacation Rentals, Business Travel, Neighbors, Walk ins, Mobilization, Regulators and Night@.

Provided support to the Airbnb community as first point of contact to handle and resolve customer inquiries, complaints, and questions via email, phone, and live chat.

Arbitrated disputes and sensitive situations between users.

Identified emergency/crisis situations and urgent priority issues and escalate to the appropriate personnel when necessary.

Articulated Airbnb policies and enforced proactively when necessary.

Identified and reported scammers, phishers and potentially fraudulent behavior for further investigation.

Educated and trained on new workflows and policies through team's constantly changing internal knowledge base.

Mentored and educated new staff on best practices.

Vital liaison between  New York HQ Office and relationship managers and clients across multiple countries such as India and Sri Lanka.

Maintained client relationships and all correspondence.

Made and authorized multi-million dollar transactions within established parameters.

Recommended service quality improvements to operating departments, coordinating solutions with Relationship Managers and clients alike.

Provided personalized service to Asia Pacific Financial Services Institutions and field Relationship Managers.

Investigated and resolved routine and complex client inquiries related to all Banking products.

Approved account maintenance changes, calculated monthly activity charges and coordinated new account opening documentation.

Assisted and participated in client visits to build and maintain excellent Amex / Client relationships.

Managed, developed and trained team of Customer Service Reps, ensuring maximum client engagement, adherence to quality, productivity and customer service procedures. 

Actively coached and developed team members including all performance and development planning.  

Reconciled general ledger accounts and submitted weekly reporting and control statistics.

Resolved complex inquiries, eliminating potential bank liability and damage to account relationships.