Sheena A.
Mid-Level Short-Term Rental Operations Virtual Assistant
Open to offersNew to PlatformAbout
Sheena A. is a detail-oriented and customer-focused Airbnb & Property Management Virtual Assistant based in Antipolo, Rizal, Philippines, offering 3 years of experience in managing short-term rental operations. Her proficiency in multi-channel guest messaging, dynamic pricing adjustments, and calendar synchronization has consistently maintained 5-star ratings and Superhost status for her clients. Armed with a robust 14-year background in Quality Analysis and Customer Service, Sheena excels in tools such as Guesty, Hospitable, and PriceLabs to enhance guest satisfaction and optimize revenue. Her adept handling of cleaner scheduling, maintenance requests, and vendor management ensures properties are always guest-ready. At Lizardbear Tasking Inc., she performed quality audits and conducted Root Cause Analysis to strengthen service standards and improve delivery metrics. Her education in Nursing from Our Lady of Fatima University complements her strong communication and problem-solving skills.
Experience
Airbnb & Property Management Virtual Assistant
Freelance (Part Time) / Remote Support · 2021 — 2026Oversaw daily operations for multiple short-term rental properties on platforms like Airbnb, Vrbo, and Booking.com. Facilitated guest communication throughout their stay, managing inquiries, pre-arrival details, check-ins, and post-departure interactions, maintaining an average response time of under 5 minutes. Scheduled and coordinated cleaning and maintenance tasks through property management software, ensuring properties were always ready for guests. Utilized dynamic pricing tools, such as PriceLabs and Wheelhouse, to adjust rates and optimize occupancy. Addressed guest complaints and escalations, working with local teams to resolve issues while safeguarding host ratings. Authored guest reviews, managed damage claims through Airbnb AirCover, and audited property listings for accuracy and compliance with policies.Quality Support Analyst
Lizardbear Tasking Inc. (TaskUs) · 2020 — 2026Conducted comprehensive quality audits on customer communications to ensure conformity with platform standards and guidelines. Implemented Root Cause Analysis (RCA) to identify performance and operational deficiencies, leading to actionable feedback and improvement strategies. Organized sessions for alignment to guarantee compliance with client policies, focusing on accuracy and consistency in brand voice.Content Moderator & Customer Service Representative
Lizardbear Tasking Inc. (TaskUs) / Acquire Asia Pacific / IBM / Hinduja · 2010 — 2020Provided exceptional customer support through phone, email, and chat, frequently surpassing customer satisfaction and resolution targets. Managed complex user escalations with a focus on empathy and effective solutions, employing adaptable policy frameworks to address urgent user concerns.
Skills & Expertise
Education
- Bachelor of Science in NursingOur Lady of Fatima University
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