Proficient in overseeing Airbnb and VRBO platforms, adept at managing reservations, guest communication, and property listings to ensure a smooth guest experience. Skilled in coordinating cleaning schedules and promptly addressing apartment/house issues. Experienced in liaising with Airbnb support to contest and remove unjustified reviews.
Proficiently monitor and evaluate inbound calls using established quality assurance criteria. Develop and implement test scripts to assess service functionality, reliability, and performance. Collaborate with various departments to streamline processes. Engage in calibration sessions and provide feedback to enhance telephone etiquette, product knowledge, and procedures. Offer performance expectations, action plans, and development strategies to enhance call quality. Generate accurate and timely reports on call quality and key metrics using Microsoft Office applications like Word, PowerPoint, and Excel.
Proficient in advanced Microsoft Excel, encompassing expertise in formulas, functions, data analysis, charts, data cleaning, conditional formatting, data validation, tables, databases, and adept problem-solving abilities.
