Luis Polanah

Multilingual professional with 5+ years of experience in Apple technical support, insurance claims resolution, and fraud detection.

Former Apple

Tier 2 advisor (iOS & macOS) promoted from Tier 1, with a proven track record of diagnosing complex hardware/software issues and managing escalations. Currently specialised in high-stakes claims investigation, fraud analysis and dispute resolution for Airbnb's global marketplace. Fluent in English, Portuguese and Spanish — experienced working remotely in international, multicultural teams.

Claims Specialist at Foundever S.A · on behalf of Airbnb Trust & Safety (2023-02 – Present)

• Investigate and resolve complex cases involving property damage, liability, potential fraud and brand risk on behalf of Airbnb across global markets.
• Expert in claims verification, payment processing, dispute resolution and fraud detection — aligned with internal policies and legal guidelines.
• Manage inbound/outbound tickets, emails and calls; craft clear, fair resolution plans and communicate outcomes to hosts and guests.
• Collaborate with internal stakeholders to define case strategy and compile detailed incident reports for leadership review.
• Monitor and coordinate third-party claims administrators to ensure timely and accurate case closure.
• Recognised for mastery of company policies, consistently maintaining high quality scores in case accuracy and customer satisfaction.

Apple Technical Advisor — iOS Tier 1 promoted to Mac Tier 2 at Concentrix · Apple Global Support (2021-06 – 2023-03)

• Joined as iOS Tier 1 and earned promotion to Mac Tier 2, providing advanced hardware and software diagnostics for Apple's full device ecosystem.
• Delivered phone and email support to Apple customers worldwide, consistently meeting NPS, CSAT and handle-time targets.
• Managed global parts and support supply chains, establishing relationships with Apple-certified repair and support providers.
• Developed and executed specialised repair and escalation processes for hardware defects, warranty coverage and complex technical faults.
• Handled billing, reservations and cancellations via Apple's proprietary CRM and internal support platforms.
• Served as the face of Apple in front of customers and partners, maintaining brand standards in every interaction.

Certificate in Performing Arts Interpreter (Actor) – Escola Secundária Alberto Sampaio (ESAS) (2013-09 – 2016-07)

Cook Certificate in 2nd Category Pastry Chef – Schumal | Engenharia e Serviços Lda. (2010-06 – 2011-12)