Robert John B.
BatangasPhilippines
100% Job Success
Top Rated

Property Management/Call QA/Customer Service/Virtual Assistance

I have been with the BPO industry for more than five years and supported Australia accounts taking inbound, outbound, email, call quality assurance, reporting analyst and data analyst for productions KPIs, quality tester for new software, and production support. I am highly organized, creative, detail-oriented, able to work independently, able to multi-task, self-manage, and prioritize the task. With my experienced in this account, I've got the opportunity to hone my skills in: Quality Assurance and Customer Experience** ●More than 1 year of experience ●Used QI360 as the main tool plus MS Excel to input all the data we have gathered ●Call listening to make sure that every employee is providing a resolution in line with us and the scope of the procedure. ●Process lead ●Data mining ●Root Cause Analyst Subject Matter Expert** ●More than 2 years of experience ●Production floor support specialist - FAQs and taking escalation calls ●Substitute team leader ●Report analyst - collecting and sending an email to all the consultants, team leaders, and managers about their primary metrics with percentage and ranks to provide them visibility about their performance. ●Data analyst Collections** ●6 months of experience ●Managing Collections and Payment arrangements for the customers. Complaints Manager in Billing** ●Exceptional customer handling skills for a customer who is already angry with what they have received on their bill ●New and existing consumer sales ●Upselling the service not just to sell but to provide a service base on what suit their needs ●Negotiating to the customers who already chose to switch provider I've been a property manager for 3 years handling 200+ listings in different countries. I know the inside out of the hospitality business and I've worked through different PMS and OTA such as. Technical Skills - Data entry Forms: Google Spreadsheet/Excel, Microsoft Word, Microsoft Powerpoint, Google Docs, PDF form - Appointment Setter - Calendar and schedule/task Management: Google Calendar: ASANA, SIack, Trello - Channel-Manager on online travel agencies: Booking.com, Airbnb, Traveloo, Rentals United, Expedia, Lodgify -Property Management Software: Guesty-app, SmartBNB, NewBook, Hostfully, TurnoverBNB, bookingsync - E-mail and live chat customer support expert - B2C - Siebel CRM, Salesforce, With my experienced in different accounts, I've got the opportunity to hone my skills in: "Property management" on different Online Travel platforms like Airbnb, Booking.com, HomeAway, Rentals United, Expedia. Doing tasks such as - Taking care of messages with a minimal response rate - Scheduling cleaning after guest check-out - Coordinating with any ground support for any issues - Taking care of any billing issues, discounts, and payments - I set up listings on platforms such as Airbnb, TripAdvisor, HomeAway, Booking.com, ETC - I take care of prices using smart pricing and PriceLabs. - I make sure calendars (iCals) are synced to prevent over-bookings. - I know how to use Guesty and put up properties on it. I am a very positive person, I always show passion and care for what I do. I'm looking forward to jobs in which I can showcase my skills.

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Skills

  • Phone Communication
  • Microsoft Excel PowerPivot
  • Quality Assurance
  • Customer Service Analytics