Michelle Grace Tapire
STR Specialist/Property Management Specialist/Guest Experience Officer/All-Around Virtual Assistant
San Fernando La Union
Summary
Dynamic leader with a proven track record, enhancing customer satisfaction and spearheading market growth through strategic operations management and effective team collaboration. Expert in property and short-term rental management and fostering client relationships.
Overview
24
24
years of professional experience
Work History
Senior Property Market Coordinator
Hometime
05.2021 - 09.2024
- Maintained up-to-date knowledge of industry trends, adjusting marketing strategies accordingly for continued growth and success.
- Enhanced market visibility by conducting thorough research and implementing strategic marketing initiatives.
- Supported product development efforts by providing valuable insights from customer feedback, market research, and competitive analysis data.
- Cultivated strong relationships with vendors and partners, resulting in mutually beneficial collaborations and increased revenue generation.
- Spearheaded cross-functional teams to ensure smooth execution of marketing projects and timely delivery of results.
Operations Manager
Hometime
05.2019 - 05.2021
- Led and managed the operations team, making sure all properties are guest-ready.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Facilitated smooth collaboration between guests, homeowners, housekeepers, suppliers, through clear communication channels.
CSS Manager
RentLocalHomes.com
08.2018 - 09.2020
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Guest Experience Specialist
Hometime
04.2017 - 05.2019
- Made sure guest experience metrics are achieved
- Monitored guest communication through different channels
- Conducted regular property performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and implemented strategies to maximize guest satisfaction.
Customer Service Team Lead
Fontiene.com
08.2016 - 08.2018
- Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Reduced average handle time through effective communication training and improved knowledge of products/services offered.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
CSS Team Lead
Upwork.com
06.2013 - 09.2016
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
CSS Manager
Wish.com
10.2013 - 02.2016
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Executive Assistant
EVCO Insurance
08.2012 - 06.2014
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Organized and coordinated conferences and monthly meetings.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Delivered exceptional organizational support enabling executive focus on high-level strategic initiatives fostering company growth.
Customer Support Representative
Odesk.com
01.2012 - 06.2014
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
Executive Assistant
Trade-the-News.com
01.2011 - 12.2013
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
ESL Tutor
Telelangue/Worldspeaking.com
01.2007 - 11.2011
- Enhanced students'' English language skills by developing comprehensive lesson plans focused on grammar, vocabulary, and pronunciation.
- Created engaging presentations and visual aids to support student understanding of complex language concepts.
- Tracked student progress through regular assessments, adjusting teaching methods to address individual learning needs.
- Boosted student confidence in English communication by providing personalized feedback and guidance on written and spoken tasks.
ESL Tutor
English By Phone
10.2008 - 12.2009
- Enhanced students'' English language skills by developing comprehensive lesson plans focused on grammar, vocabulary, and pronunciation.
- Created engaging presentations and visual aids to support student understanding of complex language concepts.
- Implemented creative teaching strategies tailored to various learning styles to maximize student comprehension and retention of material.
- Established clear objectives for each lesson plan resulting in measurable improvements in reading comprehension over time.
ESL Tutor
E-Communication
03.2006 - 10.2008
- Enhanced students'' English language skills by developing comprehensive lesson plans focused on grammar, vocabulary, and pronunciation.
- Created engaging presentations and visual aids to support student understanding of complex language concepts.
- Utilized multimedia resources, including films, music, and online tools, to supplement traditional teaching materials and maintain student engagement.
- Implemented creative teaching strategies tailored to various learning styles to maximize student comprehension and retention of material.
ESL Tutor
Newsky Online English School
12.2005 - 12.2006
- Adapted lessons to accommodate students with diverse cultural backgrounds, learning abilities, and prior experience in English language instruction.
- Designed interactive group activities encouraging teamwork among students while enhancing their listening and speaking abilities.
- Assisted students in preparing for standardized English proficiency exams such as TOEFL and IELTS, leading to improved test results.
ESL Tutor
BECI Philippines
07.2004 - 11.2005
- Enhanced students'' English language skills by developing comprehensive lesson plans focused on grammar, vocabulary, and pronunciation.
- Created engaging presentations and visual aids to support student understanding of complex language concepts.
- Utilized multimedia resources, including films, music, and online tools, to supplement traditional teaching materials and maintain student engagement.
- Established clear objectives for each lesson plan resulting in measurable improvements in reading comprehension over time.
- Conducted one-on-one tutoring sessions addressing individual student concerns outside of regular class hours.
ESL Tutor
HELP Institute
11.2003 - 07.2004
- Enhanced students'' English language skills by developing comprehensive lesson plans focused on grammar, vocabulary, and pronunciation.
- Created engaging presentations and visual aids to support student understanding of complex language concepts.
- Utilized multimedia resources, including films, music, and online tools, to supplement traditional teaching materials and maintain student engagement.
- Implemented creative teaching strategies tailored to various learning styles to maximize student comprehension and retention of material.
Customer Support Representative
INFONXX
09.2000 - 05.2003
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Arts - English Communication
Saint Louis University
Baguio City, Province Of Benguet, Philippines 04.2001 -
Bachelor of Science - Industrial Engineering
Mapua Institute of Technology
Manila, Metro Manila, Philippines 04.2001 -
Skills
Teamwork and Collaboration
Customer Service
Short-Term Rental Property Management
Content Writing/Copywriting
Team Leadership
Operations Management
Administrative Support
Communications management
Project Management
Scheduling
Retention Strategies
Microsoft Office
Excellent Communication
Client Relationship Management
Timeline
Senior Property Market Coordinator
Hometime
05.2021 - 09.2024
Operations Manager
Hometime
05.2019 - 05.2021
CSS Manager
RentLocalHomes.com
08.2018 - 09.2020
Guest Experience Specialist
Hometime
04.2017 - 05.2019
Customer Service Team Lead
Fontiene.com
08.2016 - 08.2018
CSS Manager
Wish.com
10.2013 - 02.2016
CSS Team Lead
Upwork.com
06.2013 - 09.2016
Executive Assistant
EVCO Insurance
08.2012 - 06.2014
Customer Support Representative
Odesk.com
01.2012 - 06.2014
Executive Assistant
Trade-the-News.com
01.2011 - 12.2013
ESL Tutor
English By Phone
10.2008 - 12.2009
ESL Tutor
Telelangue/Worldspeaking.com
01.2007 - 11.2011
ESL Tutor
E-Communication
03.2006 - 10.2008
ESL Tutor
Newsky Online English School
12.2005 - 12.2006
ESL Tutor
BECI Philippines
07.2004 - 11.2005
ESL Tutor
HELP Institute
11.2003 - 07.2004
Bachelor of Arts - English Communication
Saint Louis University
04.2001 -
Bachelor of Science - Industrial Engineering
Mapua Institute of Technology
04.2001 -
Customer Support Representative
INFONXX
09.2000 - 05.2003
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