Responsible for overseeing the day-to-day operations and performance of investment properties. This role involves market readiness, managing reservations, coordinating guest services, ensuring property maintenance, and maximizing rental revenue. - Prospect for investment opportunities.- Build Go-to-Market plan. - Stage the property to attract high-caliber guests. - Maintain knowledge of local real estate trends to provide a 5-star rating experience.- Handle guest inquiries, bookings, and communication through various platforms.- Implement pricing strategies to optimize occupancy and revenue.- Provide exceptional customer service throughout the customer journey. - Address guest concerns, inquiries, and requests promptly and professionally.- Coordinate and oversee cleaning, maintenance, and repairs to ensure properties are in top condition.- Conduct regular property inspections and address any issues promptly.- Develop and implement marketing strategies to attract guests and enhance property visibility.- Create appealing property listings with high-quality photos and accurate descriptions.- Manage budgets for property-related expenses, including cleaning, maintenance, and supplies.- Track and report on key performance indicators (KPIs) such as occupancy rates, revenue, and guest satisfaction.- Stay informed about local regulations and compliance requirements for short-term rentals. Ensure properties adhere to all relevant laws and regulations.- Work closely with the property owner or real estate investors to align with their goals and preferences.

Promoted after consistently earning world-class customer satisfaction ratings through explosive growth. Oversaw customer service for 3 business units, 7 direct reports, and 115 employees providing multichannel technical SaaS support. Gave strategic direction and coaching to functional area leaders. Accountable for a $7.3M operating budget.• Improved customer service experience by leveraging customer data and problem-solving with cross-functional alignment resulting in: o 100% decrease in resolution time for a business unit. o 20% reduction in demand for support, optimizing resources. o 10% decrease in escalation rates, streamlined operations.• Delivered exceptional customer satisfaction for 10 years amidst significant growth: o 20+ acquisitions o Product offerings expanded by 2500% o Customer base increased by over 4900% o Revenue growth surpassed 1500%• Spearheaded a customer delight system, boosting satisfaction ratings by 29% and enhancing the organization's service reputation. Consistently exceeding expectations created a marketable service for sales. • Led a cross-functional effort, reducing software backlog by 28%.• Fostered a customer-centric culture, leading to reduced customer effort and continuous improvement.• Produced employee engagement scores 5% above the business average, positively impacting profitability. Pioneered an engagement rehabilitation program, achieving a 23% improvement for a business unit.• Implemented talent retention practices resulting in 35-40% higher employee retention rates compared to company averages.• Conducted quarterly business reviews, communicating performance against goals and celebrating team achievements globally.• Performed market research on industry trends, leveraging AI, chatbots, and omnichannel solutions to enhance self-service and support.

Promoted to lead an organization of 3 business units, 90 resources serving different functions (support, operations, entitlements). Directed daily operations, budgeting, forecasting, and service production. Accountable for $6.3M annual budget.• Maintained affordable tech support (<1.5% of ARR) through 20+ acquisitions, team growth from 20 to 105 personnel, product expansion from 3 to 150 offerings, and customer base growth from 3K to 150K. • Orchestrated seamless mergers using a tailored integration playbook, upholding world-class customer satisfaction and achieving 5% higher employee engagement scores than the company average.• Enhanced efficiency via a workforce management system for forecasting, capacity planning, and budget optimization.• Aligned objectives and OKRs to drive low costs, high employee engagement, and customer satisfaction.• Maintained or exceeded support response and resolution times, establishing KPIs and alert systems for service delivery.• Improved self-help capabilities, with a content strategy enabling 40% of customer cases to be self-resolved.• Developed leaders and teams, ensuring seamless transitions and integration of 95% of client support personnel into the expanding company.• Implemented professional development programs for technical adaptability and orchestrated leadership development series, resulting in high manager satisfaction.• Practiced servant leadership, providing strategic coaching and regular 1:1s to support leaders.• Communicated effectively with stakeholders on customer-facing issues, executing remedial actions promptly.• Maintained a stable backlog of bugs and enhancements, fostering collaboration across departments to address customer issues and ensure alignment.

Led recruitment, training, coaching, and management of global expansion from 6 to 20 technical industry specialists and scaling from 1 to 3 teams. ▪ Guided the team through 3 company acquisitions, orchestrating seamless integration across diverse functions and expanding our operational footprint, all while upholding world-class customer satisfaction ratings.▪ Continually analyzed data to deliver data-driven insights to teams and senior stakeholders, fueling process and policy improvements, and facilitating root cause resolution of customer pain points through regular business reviews.▪ Advocated for customers and influenced appropriate prioritization and escalation of customer-impacting defects and enhancements.▪ Fostered a collaborative information-sharing environment to encourage effective and fast problem-solving.▪ Enforced accountability with the team to adequately address escalations, identify and resolve the root cause of the issues, and manage direct communications with customers. ▪ Launched a customer satisfaction initiative leveraging the NPS rating system to enhance customer experience and finetune employee skills. ▪ Project managed the creation and maintenance of a knowledge database to support efficient business processes, problem identification, and first-call resolution.▪ Analyzed incoming ticket data to balance resources, improve processes, and increase productivity. ▪ Helped fuel business development by creating a lead incentive program which led to $500K in sales in one year.

Managed customer service team, providing front-line B2B and B2C support through multiple channels. Monitored team key performance indicators. ▪ Identified trends and proposed solutions to mitigate client-related issues, manage client expectations, and develop plans to exceed customer expectations.▪ Managed all escalated customer issues through resolution as well as updated all necessary stakeholders. ▪ Detected and ran quality and process improvement initiatives.▪ Coached team on service excellence.

Manage Search Engine Marketing campaigns and conduct customer liaison. Supervise shopping affiliates and advertise affiliates through our website and email campaigns.Built affiliate base and increased revenue by 61%. Handle all sales representative relations through phone, email, and ticket system. Act as liaison between sales representatives and our CRM site to increase Reps profitability.Maintain website content to ensure proper communications.Monitor compliance issues for sales representatives and clients. Data reporting on ad campaigns and shopping sales success on daily, weekly and monthly reports.

Property managementDatabase maintenanceMarketing team name and all listingsConduct multiple Consumer Market Analysis (CMA)Manage contract to close

Database maintenanceManage contract to close Contract writing and negotiatingResidential sales, investing, leasesLead generating and marketingNetworking, relationship building and maintenance Maintain market awareness and conduct CMA’s (Consumer Market Analysis)Manage day to day needs of clients, listing/buyer mgmt

Compliance assistanceNew agent paperworkAgent orientation training and supportScheduling for “Career Development Calendar”Networking, relationship building and maintenance Organized property toursDirector of first impressions