Customer Support Specialist | Ecommerce Technical Support Specialist | STR Operations Assistant | Real Estate Cold Caller
I’m a dependable and results-driven professional with over a year of experience in ecommerce customer support, short-term rental (STR) operations, and real estate cold calling. I specialize in delivering excellent customer experiences, managing high-volume workloads, and supporting daily operations with efficiency and attention to detail.
In my customer support role with Sound Around Inc. (USA), I handle 70–100 tickets daily using Gorgias, covering order concerns, shipping delays, returns, warranty claims, and technical troubleshooting. I regularly manage complex cases such as mid-transit order rerouting, damaged or incorrect items, and step-by-step product support. I’m also experienced in handling escalations, turning frustrated customers into satisfied ones through empathy, clear communication, and solution-focused support. I work within a detailed and evolving SOP system and actively contribute to improving workflows and team efficiency.
Alongside this, I have hands-on experience as an Airbnb Virtual Assistant / STR Operations Assistant supporting properties in Miami, Florida. I manage the full guest journey—from pre-arrival to post-checkout—including guest inquiries, check-ins, in-stay concerns, and follow-ups. I handle calendar and availability management, coordinate with housekeeping and maintenance teams, and ensure smooth day-to-day operations. I also provide virtual concierge support, assisting guests with Wi-Fi, smart locks, heating systems, and general property concerns.
I’m highly proficient in Guesty PMS and Asana, with experience across major OTAs such as Airbnb, -----------, VRBO, and Expedia. I use AI tools like ChatGPT to streamline communication, improve response times, and maintain high-quality, personalized interactions.
Previously, I worked as a Technical Support Representative at Mulberry Tech LLC (USA), where I handled both calls and tickets using Zendesk and Vonage. This strengthened my troubleshooting skills and ability to communicate effectively in real-time support environments.
In addition, I have experience as a Real Estate Cold Caller, making high-volume outbound calls, building rapport with property owners, qualifying motivated sellers, and documenting accurate call notes in CRM systems. I follow structured scripts, manage follow-ups, and consistently meet performance KPIs while coordinating closely with acquisitions teams.
I am highly organized, detail-oriented, and proactive, with strong written and spoken English skills. I’m comfortable working independently, tracking performance metrics like CSAT and resolution rates, and continuously identifying ways to improve processes and customer experience.
Tools & Platforms:
Gorgias • Zendesk (Email & Voice) • Vonage • Guesty PMS • Hostaway • Asana • Microsoft Teams • Outlook
Customer Service & Booking Platforms:
Airbnb • VRBO • ----------- • Expedia • Direct Company Website Booking
Tools & Software Proficiency:
Gmail & Google Workspace (Docs, Sheets, Drive) • Google Sheets • Microsoft Excel • Microsoft Office (Word, Excel, PowerPoint) • Canva • PayPal
Communication & Collaboration Tools:
WhatsApp • Zoom • Google Meet • Skype
Verified
