Hanna M.

Supported the entire client journey for both mortgage and real estate transactions, from initial lead contact to closing. Managed and organized calendars, scheduled property showings, and coordinated loan consultations. Maintained and updated CRM systems to ensure accurate client records and smooth workflow management. Assisted in building and maintaining strong client and partner relationships to drive business growth. Oversaw real estate operations, including calendar management, landing page updates, and marketing coordination.

Managed a portfolio of 150 high-value customers with a combined annual contract value of $7.3 million, based on MRR of $4,000 per client, and achieved a 90% retention rate and a Net Promoter Score of 95%. Built strong relationships with key stakeholders, including sales, marketing, and product teams, to ensure alignment and effective communication across the organization.

Promoted and sold mobile, internet, and VoIP plans to individual and business clients. Presented and demonstrated security camera systems and other tech products to potential customers. Managed customer inquiries, provided accurate product information, and assisted with plan upgrades or renewals. Achieved monthly and quarterly sales goals through effective communication and upselling strategies. Maintained detailed records of client interactions and transactions in the CRM system.

Managed property-related issues, guest complaints, and host concerns with professionalism and empathy. Handled escalated cases, mediating resolutions that aligned with Airbnb’s policies and customer expectations. Collaborated with cross-functional teams to ensure timely and accurate case resolutions. Provided guidance to hosts on listing optimization, property standards, and policy compliance. Delivered high-quality customer service through clear communication and attention to detail.