Donna M.
Mid-Level Virtual Assistant and Customer Support Specialist
Open to offersNew to PlatformAbout
I am a dedicated and detail-oriented Customer Support with over 5 years of combined experience in customer support, dispute resolution, and short-term rental operations.
For the past 3 years, I specialized in PayPal Customer Support, handling disputes, claims, account inquiries, and customer concerns. I developed strong problem-solving skills while ensuring timely resolutions and maintaining a high level of customer satisfaction.
I also have almost 2 years of experience providing email customer support for a Shopify dropshipping eCommerce business. My responsibilities included responding to customer inquiries, processing orders, tracking shipments, handling refunds and replacements, resolving complaints, and delivering professional support through email while maintaining excellent response times.
Most recently, I have been working as a Short-Term Rental Guest Experience Support Specialist for the past 11 months. I manage guest communications, coordinate with cleaners and maintenance staff, assist with reservations, resolve guest concerns, and help ensure smooth day-to-day operations across multiple vacation rental properties.
I am highly organized, dependable, and quick to learn new systems. I have experience using tools such as Shopify, Salesforce, Hostaway, Lodgify, Google Workspace, and various customer support platforms. I take pride in providing exceptional customer service, communicating professionally, and helping businesses operate efficiently.
I am looking for a long-term opportunity where I can contribute my experience, strong work ethic, and commitment to delivering outstanding support while helping your business grow.
Why hire me
Because I’m reliable, organized, and genuinely care about doing my work well. I have around 4 years of customer service experience, including handling customers through phone, chat, and email, as well as experience working as a Virtual Assistant and in short-term rental operations. I’m comfortable communicating with different types of people, handling problems calmly, and keeping track of multiple tasks at the same time. I’m also a fast learner and someone who takes initiative instead of always waiting to be told what to do. Most importantly, I’m committed to being someone the team can trust and depend on.
Experience
Virtual Assistant – Short-Term Rental Operations
Cire Homes · 2025 — 2026Managed communication with guests for 13 short-term rental properties located in Atlanta, Georgia. Addressed guest inquiries through multiple channels, including email and phone. Assisted with reservations, modifications, and provided check-in and check-out instructions. Utilized Hostaway and Lodgify for managing reservations and calendars. Coordinated with various service providers to prepare properties for guests. Monitored maintenance requests and updated guests accordingly. Handled guest concerns and requests in a professional manner. Sent necessary pre-arrival and post-stay communications to enhance guest experiences. Monitored operations such as cleaning schedules and maintenance tasks. Collaborated with the property management team to foster high occupancy rates and positiveVirtual Assistant – Shopify eCommerce Store
Edward Fraiser · 2024 — 2025Responded promptly to customer inquiries through email, maintaining professionalism. Assisted customers in tracking orders, providing shipping information, and addressing product-related questions. Processed various order adjustments, including refunds and cancellations, in line with company policies. Resolved issues related to shipping delays, lost packages, and order discrepancies. Coordinated with suppliers to expedite orders and fulfill customer requests. Managed customer complaints with empathy and aimed for effective solutions to enhance satisfaction. Kept customer records updated and accurately documented interactions. Focused on delivering quality service while adhering to response time standards.Customer Service Representative – Financial Account (Disputes & Claims Department)
VXI Global Holdings · 2021 — 2024Assisted customers with PayPal disputes and transaction-related inquiries. Investigated cases of unauthorized transactions and claims such as Item Not Received (INR) and Significantly Not as Described (SNAD). Guided customers through the claims process and clarified PayPal's policies. Reviewed documentation to ensure accurate resolution of cases. Addressed customer inquiries via phone, demonstrating professionalism and empathy. Managed complex customer concerns to achieve timely resolutions. Documented customer interactions meticulously in internal systems while meeting productivity and compliance targets. Collaborated with internal teams for efficient dispute resolution while ensuring confidentiality and policy adherence.
Skills & Expertise
Education
- Bachelor of Science in NursingSt. Mary’s College · 2007 — 2009
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