Over the course of my six years at Airbnb, I have held a variety of roles that have deepened my understanding of the platform and strengthened my commitment to delivering exceptional customer service. I began as a Customer Experience Representative, where I assisted hosts and guests with a wide range of issues, including cleanliness concerns, amenities, listing accuracy, unresponsive parties, late check-ins, and short-term rental queries. Due to my dedication and performance, I was promoted to Subject Matter Expert, gaining a comprehensive understanding of Airbnb's processes, regulations, and protocols. In this role, I guided and supported fellow representatives to effectively address customer concerns.
As a Quality Analyst, I meticulously evaluated communication channels to ensure that accurate information was being shared and that resolutions were delivered with outstanding customer support. I also provided regular reports and recommendations to management to enhance the platform and improve customer service.
Later, I transitioned to Virtual Assistant as Property Manager, overseeing a team of Virtual Assistants (VAs) who co-hosted Airbnb listings. My responsibilities included monitoring team productivity, allocating tasks, offering feedback, and keeping clients informed on progress. I also took on VA duties myself, managing guest inquiries, updating listings, coordinating with cleaners to prepare accommodations, and working with professionals to resolve issues promptly. Additionally, I became proficient in managing Airbnb-related matters such as review disputes, payout inquiries, and booking alterations. I handled monthly payout summaries and payouts for VAs and cleaners, and I played an active role in property prospecting by engaging property owners and companies to expand Airbnb's property offerings.
In addition, I utilized tools such as Beyond Pricing to optimize nightly rates, increasing both occupancy and revenue across multiple short-term rental platforms. I am also experienced with platforms like -----------, VRBO, -----------, Hospitable, Guesty, LMPM (Lightmaker), Zillow, Trello, Asana, Canva, and Google applications. My work across these diverse roles has equipped me with valuable skills in customer service, collaboration with hosts and guests, and adherence to Airbnb’s rules and standards.
When my client expanded their business, I successfully managed the daily operations of a cleaning company, ensuring the delivery of high-quality services to clients. I supervised a cleaning team, provided training, feedback, and performance evaluations to maintain standards. I handled scheduling and resource optimization for cleaning appointments while maintaining strong client relationships and swiftly resolving any issues. I managed inventory, purchasing, and implemented cleaning and safety procedures for a safe environment. Additionally, I was responsible for invoicing, billing, and managing customer payments, ensuring accuracy and timely transactions.
