Alma D.

• Managed guest communications before, during, and after stays to ensure a seamless guest experience. • Coordinated with cleaning and maintenance teams to maintain property readiness and smooth day-to-day operations. • Onboard new guests by providing check-in instructions, welcome information, and stay guidelines. • Maintained and updated booking calendars and availability across multiple booking platforms. • Assisted with invoice tracking and basic financial record management. • Performed general administrative tasks to support property management operations. • Manage Airbnb, Booking.com and other accommodation booking platforms and serviced accommodation guest communication using Uplisting and SuiteOp . • Utilized property management systems and

• Supervised a team of 7 virtual customer service associates. • Trained new hires, developed SOPs, and maintained team performance and attendance reports. • Managed order processing, customer inquiries, and returns via Shopify, Recharge, Shipmonk, and Salesforce. • Generated invoices, maintained records, and ensured efficient and accurate handling of customer requests.

• Respond to customer inquiries via email promptly and professionally. • Process and track orders while ensuring accurate data entry in company databases. • Manage customer accounts, handle returns, exchanges, and product concerns. • Coordinate with sales and logistics teams to follow up on leads and resolve order issues. • Maintain updated knowledge of products to assist customers effectively. • Prepare administrative reports and ensure customer satisfaction through efficient resolution of concerns

• Review freelancer and client profiles, job posts, and payment methods for authenticity. • Investigated and suspended fraudulent accounts, reinstating verified users per company policy. • Ensured adherence to Upwork’s community and security guidelines, protecting users from scams and unauthorized transactions.