Managed guest communication using Property Management Software, ensuring synchronization with booking platforms. Coordinated with housekeepers and maintenance teams to ensure unit/listing readiness for turnover. Efficiently addressed tenant complaints, resolving issues promptly and effectively. Generated and produced daily and monthly reports on housekeepers' productivity using Hubstaff application. Maintained correspondence with booking platform support, assisting with alterations, appeals, and reversals related to penalties and listing suspension. Acted as the primary point of contact for guests, promptly addressing inquiries, concerns, and requests via phone, email, and chat. Coordinated maintenance and repair requests from tenants and guests, ensuring timely resolution and prioritizing urgent matters. Provided guests with information and assistance regarding check-in procedures, amenities, local attractions, and other inquiries to enhance their stay experience. Responding promptly and effectively to emergency situations such as fire alarms, guest eviction, or security incidents. Coordinating appropriate actions to ensure the safety and security of both the property and guests. Facilitated seamless communication with the housekeeping team to ensure timely completion of tasks, exceeding guests' check-in expectations. Ensured the prompt relay of accurate information regarding maintenance needs and guest-related damages

Our main job Is guest communication using Property Management Software (IGM, Streamline) and to make sure that the guest will be attended to and assisted in all their queries and concern. Collaborated with the team to develop and implement efficient property management systems, optimizing workflows for enhanced guest satisfaction. Collaborate with team to develop and implement efficient Property management system. Prioritized urgent maintenance requests, communicating updates to guests and tenants to ensure transparency and satisfaction. Maintained open lines of communication with guests, tenants, and team members, addressing inquiries and resolving issues promptly via phone, email, and chat

Compiles regular reports on a weekly monthly and annual basis Design customized blueprints and customer journeys for each contact reason to enhance customer service using Nexidia, Google drive (Sheet, Forms, Slide) and Notion Analyzes agent performance to identify trends, patterns, and gaps, and recommends actionable plans to address them using tableau, Medallia, Google (Sheet, slide, script) etc. Delivers structured and valuable insights to optimize performance through a presentation in google slide Conduct feedback and calibration sessions with the operations and training team Generates daily, weekly, monthly reports Provides training on quality parameters and expectations. Assistance for operations continual support. Investigate and review fraud transactions. Provide feedback and coach new agents to improve with their stats. Released ad hoc product patches Handles reservation issues and mediation of conflicts between guests and hosts of Airbnb. Handles case assignments, review case progress, and determines case closureProviding customer support services for a telecommunications client via multiple channels, including Chat, E-mail, and Phone calls via Zendesk-based tools and intercom. Responsibilities include handling customer inquiries and concerns related to their products, as well as addressing reservation issues and mediating conflicts among users. Provide feedback and coach new agents to improve their stats. Released ad hoc product patches and handles reservation issues and mediation of conflicts of the users. Handles case assignments, review case progress and determines case closure