Nica Dimataga

Experienced customer service and property management professional with 5 years in client-facing roles and 3 years managing short-term vacation rentals in the U.S. Skilled in overseeing daily property operations, coordinating with guests, housekeeping teams, maintenance and ensuring seamless check-ins and exceptional guest experiences. Adept at maintaining high standards of property care, resolving issues efficiently, and optimizing occupancy and guest satisfaction.

Customer Service and Team Support at Kabino Vacation Rentals (2023-04 – 2026-04)

• Helpdesk support and ticket resolution.
• Property quality control and reporting.
• Documented recommendations to improve property listing, service, quality, etc.
• Phone, chat, email, and technical support for guests, staff, and owners.
• After hours assistance
• Assistance in procuring resources (housekeepers, photographers, maintenance, etc).
• Onsite/Offsite guest issues.
• Administrative tasks. Reservations. Guest resolution disputes. Review response.

Brand Partnership Manager and Customer Service at ShoutAbout.Social (Searlco Ltd.) (2022-05 – 2022-07)

• Incharge of managing ShoutAbout.Social. I provide Customer Service and Content Moderation by making sure no spam and sensitive information are published in the website.
• Fulfilled ad-hoc marketing requests
• Affiliates and Influencers Recruitment and Lead Generation
• Reports and tasks

Real Estate Cold Caller at Upwork (2022-05 – 2022-06)

• Lead generation and cold calling prospects, home owners interested to sell their properties in the US market.
• Finding property details and property research in Zillow, Redfin.

Part-Time VA/ Airbnb Property Manager at Upwork (2022-04 – 2022-05)

• Escalating Review Disputes to Airbnb and Last-minute pricing
• Messaging co-host for inventories
• File Damage Claims to Airbnb

Content Moderator (TikTok) at Alorica Philippines (2021-04 – 2022-04)

• Analyzing and reviewing short video content and resolving issues that are reported by users or flagged by the system.
• Filtering User-Generated-Content from inappropriate content like harassment, hate speech, illegal materials, unauthentic information, obscenity, scams, threats, propaganda, offensive posts, offensive language and etc.
• I was also a POC of the team. I oversee the team whenever my Team Manager is not around. My responsibilities are to keep track of CFU updates and TCS feedbacks, help manage the team by monitoring real time aux, updating my teammates in regards to the policy alignments and lastly motivating to hit performance target goals.

Resolutions Case Manager (Airbnb) at TDCX Philippines (2019-06 – 2020-05)

• Managed complex guest-host dispute cases involving refunds, cancellations, property damage, and policy violations
• Investigated and resolved claims by reviewing evidence, communication history, and platform guidelines
• Ensured timely, fair, and policy-aligned resolutions while maintaining user trust and satisfaction
• Handled escalations with discretion, including high-value or safety-sensitive cases
• Maintained clear, empathetic communication and accurate case documentation

Technical Support Representative (Telstra) at Teleperformance Philippines (2017-04 – 2019-06)

• I am assigned specifically for Internet Broadband Connection. Handle troubleshooting and escalating tickets to field technicians.
• Documented cases that necessitated referral to a higher level of support after conducting research and still being unable to resolve issues.
• Answered assistance requests from users and provided step-by-step instruction to resolve issues.
• Provided positive customer support to difficult customer issues using de-escalation methods and by maintaining composure and patience.
• Regularly reported to customers regarding the progress and estimated times for resolving their issues.

High School Diploma – University of San Carlos - South Campus (2014 – 2015)

Undergraduate of Business in Administration in Marketing Management – University of San Carlos - Main Campus (2015 – 2017)

Undergraduate of Business in Administration in Marketing Management – St. Theresa's College Cebu (2018 – 2018)