This position saw me enrolled in the development of a new experimental service, dedicated to highly sensitive inbound calls from Airbnb users.Such calls dealt mostly with circumstances of direct harm to users and/or potential damage to their property. The priority was hence to established safety, followed by immediate assistance to the users, and then escalation to one or multiple department that could follow up till complete resolution of the issue.I was also involved in the evaluation of suspected illicit activities taking place in the platform, by collection of pertinent data through internal tools, as well as direct contact with the interested parties.The training provided covered:- Security breach prevention, either by virtual or direct means, like social engineering tactics;- Detection and investigation of telltale signs of criminal activity;- Management of personal mental health, as well as of the users', caused by the distressful events handled.

This position involved the following tasks:- Maintaining a polite and professional attitude;- Handling of personal information (ID, bank account, addresses), in respect of GDPR regulations;- Quick identification of the core issue, followed by either resolution of the problem, or escalation to themost appropriate department;- Explaining and guiding customers on the most convenient use of theplatform, familiarizing them with new or updated features in the meanwhile;- Solving either technical or personal issues between users, with attentionto any misunderstanding or cultural differences involved.