Managed booking inquiries, achieving high conversion rates and maintaining prompt response timesDelivered exceptional customer service via messaging and phone, resulting in consistent five-star property reviewsCoordinated with vendors and guests to address cleaning and maintenance issues, ensuring optimal guest experiencesLiaised with Airbnb and other booking platforms to resolve refund requests and disputes effectively

Drove revenue growth by efficiently converting inquiries into confirmed bookingsCultivated a 5-star reputation across properties through responsive, high-quality customer serviceProactively managed guest experiences by swiftly addressing maintenance and cleanliness issuesSkillfully negotiated with booking platforms to resolve refund requests, protecting company interestsStreamlined communication between guests, vendors, and booking channels to ensure seamless operationsGuided trainees in effective communication with guests, vendors, and booking platformsServed as key liaison for international property management, focusing on client portfolios in Thailand

Oversaw comprehensive utility management for multiple properties, including:Coordinating installation, activation, and deactivation of servicesManaging payments and budget allocationAddressing maintenance issues and optimizing efficiencyLiaising with service providers for electricity, gas, internet, and other essential utilities.

Account: Energy AustraliaBrought new customers to the company by providing excellent service thus generating high net promoter scores.Handled billing and other related service inquiries.   Processed plan switches/product upgrade and sales.

Account: Westpac Banking CorporationSent reports to the branch per request either via fax or email.Worked on important bank processes that the branch is unable to do from their end.Provided assistance with regard to mobile and/or internet banking access of the bank's customers.

Account: Dodo AustraliaWalked customer through setting up their internet connection for the first time.Provided basic troubleshooting assistance with regard to the internet connection. (ADSL, wireless broadband, VOIP)Lodged fault on behalf of the customers regarding their home phone and/or internet connection

Account: TPG-Soul Communications (Australian Telco)-Discussed billing concerns with customers regarding their home phone.-Assessed customer's requests for refunds and/or credits and provided appropriate resolution.-Provided basic home phone troubleshooting.

Account: HSBC Card Services US-Made collection calls to customers to help keep their cards up-to-date.-Helped customers come up with payment arrangements to prevent their accounts from being delinquent or suspended.-Helped customers with their basic account update requests.