Reycie G.

Delivered support through phone, email, and live chat while maintaining a high standard of service. Investigated and troubleshot customer issues, providing quick resolutions and escalating complex cases to developers when required. Updated and maintained the knowledge base to enhance customer self-service capabilities. Collaborated with product and engineering teams to share customer feedback, assist in problem resolution, and promote platform enhancements. Provided training to new customers to facilitate effective use of PropTech Labs platforms. Engaged in team discussions, contributing insights to refine support processes.

Managed remote property maintenance for over 60 short-term rental properties by responding to guest-reported issues and coordinating with vendors such as handymen and plumbers. Conducted virtual maintenance and cleaning inspections during the absence of the Maintenance Manager. Communicated with guests, cleaners, and property owners to ensure timely issue resolution and maintain high service standards. Utilized Asana to track maintenance projects, enhancing team coordination and task visibility. Ordered supplies through Walmart online to ensure timely delivery for property turnovers. Handled incoming messages and calls via Hostaway, Google Voice, and other client communication channels.

Located the nearest available data collector for property assignments while relaying client requirements. Coordinated property visit schedules with data collectors and on-site contacts, addressing any arising issues. Evaluated 3D virtual tours for quality, checking for appropriate lighting and accurate room labeling while identifying and flagging technical or visual errors.

Provided comprehensive support through various channels including email, chat, phone, and Google Meet, addressing customer inquiries and platform-related issues. Troubleshot and diagnosed problems across mobile and web applications, delivering solutions promptly and escalating complex scenarios to developers as needed. Maintained clear communication with clients, outlining root causes and expected outcomes to manage their expectations effectively. Worked closely with clients to develop customized workarounds when immediate solutions were unavailable. Collaborated with management and product teams to report unsupported features and suggest workflow enhancements. Conducted live training sessions to guide clients on platform usage and best practices, boosting overall adoption and efficiency. Managed Zendesk support tickets with clear documentation and timely follow-ups, ensuring professional client interactions. Acquired knowledge of Reservations and Channel Managers to enhance troubleshooting capabilities across multiple operational workflows.

Addressed inquiries related to banking and healthcare while adhering to strict time constraints. Provided customers with information about financial products to ensure their satisfaction.

Handled a substantial volume of customer inquiries through phone, chat, and email, effectively resolving product, return, and refund issues. Managed escalated disputes with professionalism, transforming challenges into positive experiences to enhance customer retention. Coordinated with physical stores for the onsite pick-up and return of products, while assisting in applying gift cards and discounts to customer transactions. Generated return labels and oversaw the return process for customers.

Handled incoming communications regarding credit card transactions, account statuses, and disputes via calls and emails. Resolved issues related to chargebacks, fraud, and billing discrepancies, ensuring compliance with regulations and company policies. Conducted outbound calls to clients and merchants to verify transactions and aid in dispute resolution. Accurately processed claims while maintaining documentation for auditing purposes. Guided customers on Barclaycard rewards, including their earning, redeeming, and resolving related issues. Kept detailed records of customer interactions, disputes, and reward activities for compliance purposes. Provided clear, professional explanations of account activity and fees to help customers understand their statements. Informed customers about available credit cards, outlining their features, benefits, interest rates, and eligibility criteria.