Ayana Katrina Cabanglan

• Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
• Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
• Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
• Streamlined communication between clients and internal teams for smoother project execution.
• Managed high-volume email inboxes and calendars, ensuring timely responses, efficient scheduling, and alignment with daily priorities.
• Attended client and internal meetings; documented and distributed Minutes of Meetings (MoMs) to ensure action items and deadlines were clearly communicated.
• Conducted QA checks on deliverables, ensuring accuracy, brand alignment, and adherence to SOPs.
• Created, maintained, and optimized Standard Operating Procedures (SOPs) to streamline workflows and ensure team consistency.
• Participated in client calls to support relationship management, project alignment, and ongoing communication.
• Provided web support, including basic content updates, troubleshooting, and coordination with web development teams.
• Drafted and published blogs and web content, supporting content marketing initiatives and SEO goals.

Tools Used: Google Workspace, Microsoft Office, Slack, Trello/Asana, Zoom, WordPress, CRM or Helpdesk tools

• Oversaw daily operations of rental properties, ensuring smooth coordination between tenants, vendors, and internal teams.
• Managed repair requests, maintenance schedules, move-ins/outs, and unit turnovers, ensuring timely and cost-effective completion of tasks.
• Processed and tracked work orders, vendor invoices, and service follow-ups using property management software.
• Supported rent collection efforts, including issuing payment reminders, processing payments, and coordinating with collections when needed.
• Handled tenant communications, resolving complaints, scheduling appointments, and maintaining positive resident relationships.
• Assisted in the screening of rental applicants, verifying documents, and providing summaries to owners/property managers.
• Ensured accurate recordkeeping, financial reconciliations, and property status reporting to keep leadership informed.
• Maintained and updated property listings on MLS, Zillow, AppFolio, and other platforms to ensure visibility and accuracy.
• Processed evictions in compliance with lease agreements and legal timelines, including preparing documentation and coordinating with legal teams or court representatives.
• Set up and monitored tenant Promise to Pay (PTP) arrangements, ensuring clear communication, timely follow-ups, and accurate updates in the property management system.
• Maintained thorough records of tenant communications, payment agreements, and outcomes to support transparency and accountability.

• Served as a primary point of contact for Airbnb hosts and guests, providing timely support via phone, chat, and email to ensure excellent customer experiences.
• Educated hosts and guests on Airbnb’s policies, tools, and best practices to enhance platform understanding and community engagement.
• Assisted users with account setup, listing optimization, booking issues, and safety concerns, ensuring all cases were handled with empathy and professionalism.
• Identified trends and feedback to collaborate with internal teams for product improvements and service enhancements.
• Promoted Airbnb’s core values of belonging, trust, and safety by fostering a respectful and informed community.

• Delivered high-quality phone and email support to tenants, property owners, and potential renters, including handling inquiries, setting appointments, scheduling repairs, and following up on collections.
• Created and processed work orders for evictions, move-ins/outs, maintenance, and repair issues, ensuring timely updates and resolution.
• Generated bills and invoices, managed payroll, and sent out payment notifications, receipts, and reminders to ensure timely financial transactions.
• Performed bank reconciliations, accurately recorded money orders and checks, and resolved discrepancies to maintain clean financial records.
• Conducted applicant screenings, verifying tenant information and qualifications prior to sending application summaries to property owners and managers.
• Compiled and submitted status reports for property managers, including property conditions and documentation updates.
• Managed listings and online presence using platforms such as AppFolio, PropertyMeld, Rent Manager, Propertyware, Showmojo, MLS, and Zillow to maintain accurate and active property advertising.

Tools Used: AppFolio, Rent Manager, Propertyware, Showmojo, MLS, Zillow, Google Workspace