Customer Experience Specialist | E-commerce Technical Support Specialist | Short-Term Rental (STR) Operations Specialist | Real Estate Lead Generation Specialist
I am a dependable, detail-oriented, and results-driven professional with over a year of experience in customer experience, e-commerce technical support, short-term rental (STR) operations, and real estate lead generation. I have a proven ability to deliver exceptional customer service, resolve complex issues efficiently, and support business operations in fast-paced remote environments.
As a Customer Experience Specialist at Sound Around Inc. (USA), I manage 70–100 customer tickets daily using Gorgias. My responsibilities include handling order inquiries, shipping delays, returns, warranty claims, refunds, and technical troubleshooting. I regularly resolve complex cases such as shipment rerouting, damaged or incorrect orders, and step-by-step product support. I also handle escalations with empathy and professionalism, turning challenging customer interactions into positive experiences while maintaining high service standards. Working within detailed SOPs, I continuously contribute to process improvements and operational efficiency.
In my role as a Short-Term Rental (STR) Operations Specialist, I support Airbnb properties in Miami, Florida by managing the complete guest journey—from reservation confirmation to post-checkout. My responsibilities include guest communication, booking management, calendar coordination, housekeeping and maintenance scheduling, and resolving guest concerns promptly. I also provide virtual concierge support, assisting guests with Wi-Fi, smart locks, heating systems, and other property-related inquiries to ensure an outstanding guest experience.
I am highly proficient in Guesty PMS, Hostaway, and Asana, with hands-on experience managing reservations across Airbnb, -----------, VRBO, Expedia, and direct booking websites. I also leverage AI tools such as ChatGPT to streamline workflows, improve response times, and deliver accurate, personalized customer support.
Previously, I worked as a Technical Support Representative at Mulberry Tech LLC (USA), where I provided both phone and email support using Zendesk and Vonage. This experience strengthened my technical troubleshooting skills, communication abilities, and confidence in handling real-time customer support.
Additionally, I have experience as a Real Estate Lead Generation Specialist, conducting high-volume outbound calls to property owners, identifying motivated sellers, qualifying leads, building rapport, maintaining accurate CRM records, and coordinating closely with acquisitions teams. I consistently followed structured call processes, managed follow-up schedules, and achieved performance KPIs.
I am highly organized, proactive, and adaptable, with excellent written and verbal English communication skills. I thrive in remote work environments, work effectively both independently and within teams, and remain committed to delivering exceptional customer experiences while continuously improving operational processes and overall business performance.
Core Tools & Platforms
Gorgias • Zendesk (Email & Voice) • Vonage • Guesty PMS • Hostaway • Asana • Microsoft Teams • Microsoft Outlook
Customer Service & Booking Platforms
Airbnb • ----------- • VRBO • Expedia • Direct Booking Websites
Productivity & Business Tools
Google Workspace (Gmail, Docs, Sheets, Drive) • Google Sheets • Microsoft Excel • Microsoft Office (Word, Excel, PowerPoint) • Canva • PayPal
Communication & Collaboration
WhatsApp • Zoom • Google Meet • Skype
Verified
