Managed day-to-day property operations, vendor coordination, and administrative workflows across a portfolio of units.

Served as the primary point of contact for homeowners and service providers, ensuring satisfaction and timely follow-through.

Monitored service quality and SLAs, escalating risks and opportunities to leadership before they affected client retention.

Maintained accurate records and documentation to support client trust, audits, and long-term retention.

Oversaw property maintenance end to end, coordinating vendors and internal teams to resolve issues efficiently.

Managed tenant relations and communications, acting as the main point of contact for member needs and requests.

Monitored community standards and enforced house rules consistently across the portfolio.

Audited housekeeping performance against cleanliness standards to protect property value and guest experience.

Supported guest onboarding and resolved stay-related issues in short-term rental units.

Anticipated client needs through proactive coordination and analysis of guest feedback.

Partnered with CX teams to raise service standards and improve overall client satisfaction.

Led a high-volume customer experience team, managing escalations and complex client cases.

Defined KPIs and service standards that drove measurable improvements in client satisfaction.

Coordinated cross-functional execution of peak campaigns including Hot Sale, Cyber Monday, and Black Friday.

Supervised a team of 30 agents in SLA-driven customer assistance operations.

Acted as liaison between internal teams, external providers, and international stakeholders.

Ensured compliance, documentation accuracy, and timely service delivery across the unit.

Drove process improvements that reduced resolution times and improved client outcomes.