Hi, I’m
Maertha Louise Dela Paz
Consolacion Cebu
Summary
- Accomplished Customer Support Ambassador with extensive experience, providing immediate assistance and resolving issues related to stays, cancellations, payments, complaints and claims.
- Experienced in managing reviews, responding to guest feedback, improving ratings, and assisting with the removal of reviews that violate Airbnb platform policies.
- Proven Operations Team Leader experience, leading teams to exceed productivity targets through effective resource allocation and workflow optimization.
- Skilled Customer Sales Associate Manufacturing, adept at enhancing sales through exceptional customer service, product recommendations, and closing sales
- Property management professional with solid background in handling wide range short term and long term properties. Expertise in coordinating maintenance, guest support, cleaning coordination, claims and ensuring smooth operations and high tenant satisfaction. Known for strong team collaboration and adaptability to changing needs.
Overview
7
years of professional experience
Work History
OG Stays Rental
Virtual Property Manager
03.2024 - 02.2026
Job overview
- Managed properties on Airbnb, VRBO and Booking.com
- Guest support lead
- Used platform Guesty, Hospitable and Hostaway
- Setting cleaning and maintenance appointments by reaching out to maintenance team via WhatsApp.
- Scheduling task for cleaning and maintenance thru Breezeway and Turno app
- Managed Guest reviews, inquiries and complaints.
- Managed Airbnb resolution claims
- Handling daily administration duties.
- Managed a portfolio of 120+ properties, coordinating maintenance, inspections, and tenant communications for optimal asset performance.
Airbnb
Customer Support Ambassador TDCX
05.2022 - 12.2024
Job overview
- Providing immediate assistance to complaints or problems related to stays, cancellations, or payment issues.
- Assisting guests or hosts with their inquiries or concerns during an upcoming, active, or past reservation. Knowledge about reviews, Airbnb's policies, and aircover.
- Helping guests and hosts communicate effectively through mediating and resolving any misunderstandings.
- Providing information about listings, bookings, Airbnb policies, reviews, and aircover insurance.
- Offering guidance on using the platform, and tips for a better experience.
- Mediating between guests and hosts regarding booking conflicts, cleanliness concerns, maintenance issues, and other reservation-related matters to ensure fair resolutions in accordance with Airbnb's policies and guidelines.
- Helping property owners and managers manage their property calendar availability, cancellation policies, and listing settings.
Keurig Dr Pepper, Inc.
Operations Team Leader Teleperformance
07.2020 - 05.2022
Job overview
- Collaborated with project teams to prioritize work appropriately, consistently meeting operational commitments and deadlines.
- Led operations team to exceed productivity targets through effective resource allocation and workflow optimization.
- Delivered operational excellence through outstanding team leadership, staff development and targeted process improvements.
- Manages team, encouraging cooperation, productivity, and teamwork.
- Helping new hires to adapt and acquire more knowledge from production.
J7FB Home Products Manufacturing
Sales Associate
06.2019 - 07.2020
Job overview
- Facilitated smooth communication between sales and logistics teams, ensuring timely product delivery to customers.
- Built relationships with customers to encourage repeat business.
- Enhanced sales through effective product recommendation, based on thorough understanding of customer requirements.
- Delivered exceptional customer service, promptly addressing inquiries and offering solutions to meet client needs.
- Developed strong relationships with regular customers, fostering loyalty and repeat business.
Education
ACLC College Mandaue City, Province Of Cebu, Philippines
Bachelor of Science from Accounting
2023
Skills
- Property management
- Customer service
- Staff management
- Maintenance scheduling
- Administrative support
- Maintenance coordination
- Customer relations
- Sales and marketing
- Administrative leadership
- Email Management
- Customer service-focused
Timeline
Virtual Property Manager
OG Stays Rental
03.2024 - 02.2026
Customer Support Ambassador TDCX
Airbnb
05.2022 - 12.2024
Operations Team Leader Teleperformance
Keurig Dr Pepper, Inc.
07.2020 - 05.2022
Sales Associate
J7FB Home Products Manufacturing
06.2019 - 07.2020
ACLC College
Bachelor of Science from Accounting