Lawrencia Brown

Airbnb.org Ambassador | Customer Guidance Expertise | Humanitarian Advocate

I am a dedicated and results-oriented professional with over eight years of experience in customer engagement, crisis management, and community support. My career reflects a consistent commitment to service excellence, operational integrity, and the well-being of others.

My foundation was built at Walmart, where I cultivated expertise in customer relations, team leadership around 5-10 associates daily, and operational efficiency. Over five years, I progressed from frontline associate to team support, managing daily operations, resolving escalated customer concerns, and driving high-performance service standards in a fast-paced retail environment.

Transitioning to Sutherland Global Services as an Airbnb Safety Dispatch Ambassador, I developed advanced skills in crisis response, risk assessment, and trauma-informed communication. In this capacity, I’ve managed 50 - 100 complex safety cases with empathy and precision, ensuring the protection and emotional well-being of Airbnb’s global community.

Currently, through Airbnb.org, I partner with nonprofit organizations and housing providers to coordinate safe accommodations for 200 - 500 families displaced by natural disasters and other crises. This role has deepened my understanding of cross-functional collaboration, social responsibility, and the logistics of humanitarian response.

In parallel, I am pursuing an education in HealthCare and Social Work, further strengthening my ability to integrate policy, advocacy, and human-centered support into my professional practice. My long-term vision is to advance within the humanitarian or public service sector, contributing to initiatives that promote equitable access to housing, healthcare, and essential resources for vulnerable communities.

I thrive in spaces that value empathy, strategy, and meaningful human connection, and I’m driven by the belief that effective service can change lives immensely!