At P.S. Platinum, my role oversees the company's tech stack, ensuring seamless integration and functionality to support business operations and leads marketing efforts, crafting strategies that drive engagement. Additionally, I play a role in designing and refining operating procedures to enhance efficiency and maintain a high standard of excellence across all facets of the organization.

Bringing over a decade of expertise and a proven track record of driving success for property managers. Specializing in optimizing operations, enhancing guest experiences, and increasing revenue streams for vacation rental businesses. With a deep understanding of industry trends and market dynamics, I provide strategic guidance and implement tailored solutions to maximize efficiency and profitability. Whether it's streamlining processes, improving marketing strategies, or implementing cutting-edge technology, I am dedicated to helping vacation rental businesses thrive in a highly competitive market.

Helping vacation rental companies grow their inventory!

Implementation of ELM and CRM programs and creation of database structure and relevant workflows.Train staff on the use of ELM/CRM, sales tactics, and effective communication. Oversee a team of customer service agents and sales agents to ensure they are providing an exceptional client experience throughout the entire guest life cycle.Develop and implement creative ways to deliver an exceptional client experience and internal protocols.Resolve complex client problems or disputes in a professional mannerCoach and support team members to help them meet departmental goalsKeep records and documentation of client interactions for training purposesCreate monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvementDevelop and evolve KPIs to ensure best practices and protocols are kept current and effectiveContduct call auditing/training/regular team meetings and reviews

Task management and organizationManaging guest and client communicationProblem solving and conflict resolutionConcierge servicesCollaborating with, and dispatching, field operations to ensure that all maintenance/special requests are addressed in a timely and effective mannerDevelopment and implementation of projects, relating to communication and oranizationOngoing research, regarding short-term rental regulations, economic impact of short-term rentalsOngoing maintenance/updates on SDVRMA website (both technical, and content related items)Ongoing maintenance of, and communication to, database of vacation rental community members

- Collaborated with staff to develop and implement customer service initiatives. - Aided senior level leadership during executive decision-making processes and generated reports to recommend corrective actions and improvements. - Collaborated with the marketing department to launch and manage life-cycle and ad-hoc campaigns. - Utilized internal and external data to improve business development and operations. - Client Relations - Ongoing research, regarding short-term rental regulations, economic impact of short-term rentals - Ongoing maintenance/updates on SDVRMA/CAVRMA websites (both technical, and content related items)