Responsibilities:Customer Service and Client Relationship Management:Guide new clients through onboarding, ensuring swift realization of value from the company’s offerings.Collect and address customer feedback to enhance overall experience.Achieve a 95% customer satisfaction score, surpassing the goal of 90%.Provide updates and reports on acquisition performance using KPIs.Reduce onboarding time by 30% through process refinements and new workflows.Property Acquisition and Lead Generation:Identify and evaluate potential properties for acquisition through market research and due diligence.Develop and implement acquisition strategies aligning with company goals.Identify, engage, and secure new landlords through market research, networking, and online outreach.Seek new landlords/hosts through research, networking, and partnerships with luxury homes and real estate professionals.Conduct market analysis to identify target areas for property acquisition.Develop strategic plans for long-term property investments.Monitor and report on acquisition performance metrics.Financial Management:Develop and manage budgets for property acquisitions.Analyze financial data to identify trends and investment opportunities.Prepare financial models and ROI analyses for potential acquisitions.Ensure cost-effective use of resources and manage financial expectations.Manage billing and invoicing for acquisition-related expenses.

As the head of Customer service, at Dwell-Escape, I oversee 100+ units in the USA, Mexico, and Colombia. I am meant to work independently and take initiative to drive results. My role spans luxury to affordable properties on platforms like Airbnb, Expedia, Booking.com, and Agoda. Reporting to the GM, CEO and Investors/Owners, I balance the duties of a CS manager and Property Manager responsibilities, adeptly managing time and supporting all, guests, team members, Admin staff, and landlords, from revenue to customer service.Achievements:Achieved high-level customer service performance, improving the company from 3.2 to a 4.4/5 star rating.Implemented 5/7 Super Host accounts on Airbnb.Introduced KPI’s for performance purposes, finding operational and unregistered losses of $104K usd/6 months.Responsibilities:Relationship Building: Establish and maintain strong relationships with key clients, understanding their needs and ensuring satisfaction.Data Management, Reporting, and Analysis: Transformation of raw data into actionable strategies that the organization can use to identify emerging trends and improve overall portfolio performance. This includes enhancing revenue, bookings, customer service metrics, feedback, and trend analysis. I will ensure the creation of detailed reports that drive strategic decisions, optimize performance, and enhance customer satisfaction. Additionally, I will guarantee the accuracy and timeliness of all customer-related data within our databases and Property Management System (PMS), covering personal information, preferences, transactions, and feedback.Market Research: Conduct detailed analysis to manage and optimize account performance through SEO and emergency alerts, analysis of market trends, competitor activities, and customer feedback to identify opportunities for growth and improvement.SOPs: Develop and execute comprehensive growth strategies from scratch to increase revenue and increase customer retention

As a VIP Agent at Hopper, I engage with global customers through various OTA platforms, juggling responsibility and privilege. My role entails ensuring our VIP clients receive unmatched service, fostering personalized relationships beyond mere transactions.Relationship Management: Gain profound insights into their history, interactions, and specific needs to deliver tailor-made assistance.Priority Handling: Prioritize VIP clients, swiftly addressing their queries, demands, or concerns. Offer a dedicated point of contact and individualized support throughout their interactions.Problem Solving: Take ownership of their issues, conduct thorough investigations, and devise suitable solutions to ensure satisfaction and loyalty.Special Requests: Accommodate and fulfill unique VIP requests, including exclusive bookings, reservations, or experiences. Collaborate with relevant departments and external partners to meet deadlines.Product Expertise: Maintain an extensive grasp of the company's offerings, services, and updates. Stay informed about new features to provide informed guidance to VIP clients.Collaboration and Support: Partner with internal teams, like Fintech and Transportation, to deliver seamless service to VIP customers. Share insights and collaborate on initiatives enhancing the VIP experience.

To help Hotels and hotel partners(as expedia, priceline, Get a room.. etc ), work as a bridge between them and our guests to anticipate downstreams trough advocacy, provide relocations, payment Issues, check-in Instructions, room upgrades, courtesies, to review the front desks cases by making sure the workflows are being taken care of, to find and report payouts.

#1 downloaded OTA in the world, According to Apptopia in 2021.Help customers via chat or email to ensure they have the best possible experience (most teammates tend to speak to 40+ customers every day). No scripts, human conversation only.Work out of multiple global distribution systems (GDSs) and a variety of internal tools and systems to quote, exchange and refund airline tickets.Maintaining a positive, empathetic, and professional attitude toward customers at all times.Responding promptly to customer inquiries.Communicating with customers through various channels.Acknowledging and resolving customer complaints.Knowing our products inside and out so that you can answer questions.

To lead a group of (BPO) agents while contributing to the (SLA) of our operation, developing performance metrics consistently monitoring and evaluating Agent performance, and identifying and addressing performance challenges. Key Responsibilities:Leadership: As a team lead, I am skilled in motivating and inspiring my team to achieve their goals and deliver excellent customer service. I lead by example and provide guidance and support to help team members reach their full potential through their KPI performance and the SLA agreement with metrics such as AHT, CSAT, NPS, QA, etc.Customer Support: Offer support and guidance to policyholders who have questions about their claims, coverage, or the claims process. Help resolve any concerns or complaints they might have.Review Claims: Evaluate and process claims submitted by healthcare providers and policyholders. Ensure that all claims comply with company policies and Medicare Advantage regulations.Determine Coverage and Eligibility: Verify the eligibility of beneficiaries and determine coverage levels based on the specifics of their Medicare Advantage plans.Investigate Claims: Conduct investigations into claims that require further scrutiny, such as those involving potential fraud, discrepancies, or unusual patterns. This may involve coordinating with healthcare providers and other relevant parties to gather necessary information.Communicate with Stakeholders: Provide clear and accurate communication to healthcare providers and policyholders regarding claim statuses, benefit explanations, and any issues arising during the claims process.Continual Learning and Compliance: Stay updated with changes in Medicare Advantage plans, regulations and industry trends to ensure compliance and informed decision-making.Collaborate with Team Members: Work closely with other departments, such as grievances, sales, and healthcare management, to ensure a seamless process and maintain high levels of service quality.

Key Responsibilities:To play as a back-office supervisorExpert Guidance: Provide in-depth knowledge and expertise on complex issues related to products, services, or specific processes to enhance team capability and customer satisfaction.Training Development: Design and deliver training modules and materials to educate new hires and update the team on latest industry practices and technology advancements.Agent Support: Act as the primary resource for call center agents requiring assistance with advanced queries, ensuring a consistent and accurate response to customer inquiries.Quality Control: Monitor calls and other customer interactions to ensure quality standards are met, provide feedback, and suggest improvements to enhance service delivery.Problem Solving: Address and resolve escalated customer issues that require specialized knowledge, reducing the need for further escalation and improving customer trust and loyalty.Process Optimization: Analyze current processes for efficiency and effectiveness, recommend improvements, and help implement solutions that increase productivity and reduce costs.Documentation: Maintain up-to-date, detailed documentation of relevant product or service information to serve as a reliable reference for the team.Cross-Functional Collaboration: Work closely with other departments, including IT, product development, and marketing, to improve overall service delivery and customer satisfaction.

As a Call Center Agent at Teleperformance, I am responsible for handling customer inquiries, complaints, and support requests via telephone and email. You will be required to provide excellent customer service, troubleshoot issues, and escalate complex problems to appropriate departments.Key Responsibilities:Answering customer inquiries promptly and professionallyProviding customer support and resolving issues via telephone and emailLogging customer feedback, inquiries, and complaints accurately and timelyTroubleshooting and resolving customer issues in a timely and efficient mannerEscalating complex issues to appropriate departments for further investigationMaintaining up-to-date knowledge of products, services, and company policies and proceduresMeeting and exceeding individual and team performance targets

• Coordination of Iteneraries via email (Prior and upon arrival). • Provides information regarding area, including directions, attractions, shopping, nightlife, or recreational opportunities.• Arranges sightseeing and other tours• Plan and sell transportations, accommodations, insurance and other travel services• Cooperate with clients to determine their needs and advise them appropriate destination, modes of transportations, travel dates, costs and accommodations• Provide relevant information, brochures and publications (guides, local customs, maps, regulations, events etc) to travelers• Book transportation, make hotel reservations and collect payment/fees• Use promotional techniques and prepare promotional materials to sell itinerary tour packages• Deal with occurring travel problems, complaints or refunds• Attend travel seminars to remain updated with tourism trends• Enter data into our software and maintain client files• Network with tour operators• Maintain statistical and financial records• Meet profit and sales targets

• Coordination of Iteneraries via email (Prior and upon arrival). • Provides information regarding area, including directions, attractions, shopping, nightlife, or recreational opportunities.• Arranges sightseeing and other tours• Plan and sell transportations, accommodations, insurance and other travel services• Cooperate with clients to determine their needs and advise them appropriate destination, modes of transportations, travel dates, costs and accommodations• Provide relevant information, brochures and publications (guides, local customs, maps, regulations, events etc) to travelers• Book transportation, make hotel reservations and collect payment/fees• Use promotional techniques and prepare promotional materials to sell itinerary tour packages• Deal with occurring travel problems, complaints or refunds• Attend travel seminars to remain updated with tourism trends• Enter data into our software and maintain client files• Network with tour operators• Maintain statistical and financial records• Meet profit and sales targets