Customer Support Specialist | STR Operations Assistant | Real Estate Cold Caller
Dependable and detail-oriented professional with over one year of experience supporting short-term rental (STR) and hotel operations in Miami, Florida, along with experience in real estate wholesaling. Skilled in delivering exceptional guest experiences, managing operational workflows, and driving results in high-volume environments.
Professional Experience
Customer Support & STR Operations Specialist | Airbnb Virtual Assistant / STR Property Manager
Miami, FL
•Managed the full guest journey from pre-arrival to post-checkout, including inquiries, check-ins, in-stay issues, and post-stay follow-ups.
•Maintained clear and accurate communication records to ensure guest satisfaction and operational efficiency.
•Coordinated with housekeeping and maintenance teams for seamless daily operations.
•Oversaw calendar management, travel-time planning, and property access coordination.
•Proficient in Guests PMS and Asana; experienced with major OTAs including Airbnb, VRBO, Expedia, and .
•Provided Virtual Concierge services, troubleshooting Wi-Fi, smart locks, heating systems, and other property concerns.
•Utilized Chat GPT and AI tools to draft professional messages and streamline operational workflows while maintaining UK hospitality standards.
Real Estate Cold Caller
•Conducted high-volume outbound calls to property owners, following proven scripts to identify motivated sellers.
•Built rapport, gathered key property and seller details, and documented accurate call notes in CRM systems.
•Scheduled appointments or transferred qualified leads to the acquisitions team.
Consistently met or exceeded calling and performance KPIs.
Skills & Expertise
Customer Service & Booking Platforms:
Airbnb, VRBO, Hostaway, Guesty, Direct Company Website Booking
Tools & Software:
Gmail & Google Workspace (Docs, Sheets, Drive), Microsoft Office (Word, Excel, PowerPoint), Google Sheets, Canva, PayPal
Communication & Collaboration Tools:
WhatsApp, Zoom, Google Meet, Skype
Core Competencies:
•Guest support & virtual concierge services
•STR property management & operations coordination
•CRM management & lead generation
•High-volume cold calling & client rapport building
•Detail-oriented, organized, and coachable
•Excellent written and spoken English skills
•Proficient in AI tools to streamline workflows
