Hello,
I am a highly experienced Resolutions Specialist and Property Manager with a proven track record in the hospitality and customer service industries. Over the past 10 years, I have honed my expertise in managing client relationships, ensuring guest satisfaction, and maintaining high standards of property management.
Work Experience
Resolutions Case Manager | Airbnb - Resolutions 2 Department
3 Years
- Mediated between guests and hosts to resolve disputes in accordance with Airbnb policies.
- Proficient in review disputes, removal processes, and maintaining SuperHost status for hosts.
- Well-versed in claims management, including AirCover for Hosts.
Property Manager/VA Management
-Managed 130 properties, ensuring seamless operations and guest satisfaction.- Coordinated with cleaners, handymen, and maintenance teams to uphold high property standards.
- Oversaw check-in and check-out processes and resolved guest concerns promptly.-Respond to guest or tenant inquiries via email, phone, or messaging platforms (Airbnb, VRBO, etc.).
-Handle booking requests, confirmations, and check-in/check-out coordination.-Provide property details, directions, and local recommendations.
-Address maintenance requests and coordinate with on-site staff.-Manage property listings across booking platforms.
-Prevent double bookings and ensure accuracy across all platforms.
- Create or update property listings with appealing descriptions and photos.
- Monitor guest reviews and respond professionally.
- Act as the first point of contact for guest concerns or complaints.
Customer Support Specialist | BPO Industry7 Years
- Delivered excellent customer service and support in various roles.
- Developed strong communication, problem-solving, and multitasking skills.
Education
Bachelor’s Degree in Business Administration
Key Skills
- Property Management: Ensuring properties are maintained to the highest standards, managing maintenance schedules, and facilitating guest communications.
-Customer Relations: Resolving guest inquiries, managing reviews, and addressing complaints effectively.
-Review Management: Expertise in dispute resolution and review removal processes to maintain or achieve SuperHost status.
- Claims Management: Extensive knowledge of Airbnb policies, guidelines, and AirCover for Hosts.
Technical Proficiency- Platforms: Slack, Hospitable, Ring Central, Motion, Turno, Guesty, OnOff, WhatsApp, HostAway, Linear, DoorDash, WalmartPlus, InstaCart, Ring Camera, KeyNest, Breezeway
Core Services
-Guest communication and inquiry resolution.-Coordinating check-in/check-out processes.
-Scheduling and managing cleaners, maintenance, and handymen.-Responding to guest reviews and disputes.
-Maintaining or achieving SuperHost status.-Addressing and resolving guest complaints.
-Claims management and dispute resolution for Airbnb hosts.
I am committed to delivering exceptional property management services, ensuring a seamless experience for both property owners and guests.
Looking forward to hearing from you!
Best Regards,
Edriel P.
