Reycie Grace Camannong
Short-Term Rental (STR) Virtual Assistant | Technical Support | Operations & Customer Support Specialist
Santa Maria,BUL
Work Preference
Summary
Experienced with customer interaction and support, providing timely and effective solutions. Utilizes strong communication to resolve issues and enhance customer satisfaction. Track record of adaptability and teamwork, ensuring consistent service quality.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
PropTech Labs
08.2025 - 11.2025
- Provided timely support via phone, email, and live chat, ensuring professionalism and high-quality service.
- Investigated, troubleshot, and diagnosed customer issues, delivering prompt resolutions and escalating complex cases to developers when necessary.
- Maintained and updated the knowledge base to improve customer self-service and internal resources.
- Collaborated with product and engineering teams to relay customer feedback, assist in issue resolution, and drive platform improvements.
- Assisted with training new customers, ensuring successful adoption and effective use of Proptech Labs platforms.
- Participated in team discussions, sharing insights to improve support processes.
Maintenance & Admin Support
Lillian Limited Property Management Company
01.2025 - 07.2025
- Coordinated remote property maintenance across 60+ short-term rental properties, handling guest-reported issues and scheduling vendors (handymen, plumbers, AC technicians).
- Attended virtual maintenance and cleaning inspections, filling in during Maintenance Manager absences.
- Communicated with guests, cleaners, and property owners to ensure timely issue resolution and maintain service quality.
- Tracked maintenance projects in Asana, improving task visibility and team coordination.
- Ordered supplies via Walmart online to ensure on-time delivery for turnovers and guest readiness.
- Managed inbox and incoming messages/calls using Hostaway, Google Voice, and client queries.
Operations Specialist - Quality Control
Asteroom
10.2024 - 01.2025
- Supported operations for 60+ active properties, ensuring smooth daily workflows and timely problem resolution.
- Identified the nearest available data collector for property assignments and communicated client requirements (e.g., 3D-only or 3D with 2D floor plans).
- Coordinated with data collectors and on-site contacts to schedule/reschedule property visits and resolve issues.
- Reviewed 3D virtual tours for quality, proper lighting, room labeling, and flagged technical or visual errors to maintain consistency across deliverables.
Software Specialist
Guesty
02.2022 - 08.2024
- Provided high-volume support via email, chat, phone, and Google Meet, resolving customer inquiries and complex platform issues.
- Investigated, replicated, troubleshot, and diagnosed issues on the mobile app, web app, or platform, delivering solutions and escalating complex cases to developers when needed.
- Maintained clear communication with clients, sharing root causes, steps being taken, and expected outcomes to manage expectations.
- Worked directly with clients to develop the most effective workarounds tailored to their needs when immediate solutions were unavailable.
- Coordinated with Managers, Product Managers, and Lead Domain Specialists to report unsupported features, clarify platform limitations, and suggest workflow improvements.
- Conducted live product walkthrough and training sessions, guiding clients on workflows, features, and best practices to boost adoption and efficiency.
- Managed Zendesk support tickets, ensuring clear documentation, timely follow-ups, and professional communication.
- Gained working knowledge of Reservations and Channel Managers, improving troubleshooting and guidance across multiple operational workflows.
Customer Service Representative
Optum Bank
10.2021 - 01.2022
- Assisted with banking and healthcare inquiries under strict time goals. Educated customers on financial products and ensured satisfaction.
Customer Service Representative
Eddie Bauer
06.2019 - 06.2021
- Handled a high volume of customer inquiries via phone, chat, and email, resolving product, return, and refund issues accurately and on time.
- Managed escalated customer disputes with empathy and professionalism, turning challenges into positive experiences to improve customer retention.
- Coordinated with physical stores for onsite pick-up and return of products.
- Assisted physical stores in applying gift cards and discounts to customer purchases.
- Generated return labels and managed the return process for customers.
Relationship Manager
Barclaycard US
12.2014 - 02.2019
- Managed incoming calls and emails related to credit card transactions, account status, and dispute inquiries.
- Investigated and resolved chargebacks, fraud cases, and billing errors, ensuring compliance with regulatory and company policies.
- Conducted outbound calls to clients and merchants to verify transactions and support dispute resolution.
- Processed claims accurately, maintaining complete documentation for audit and reporting.
- Guided cardholders on Barclaycard rewards, including earning, redeeming, and resolving reward-related issues.
- Maintained detailed records of all customer interactions, disputes, and reward activities for tracking and compliance.
- Delivered clear, professional explanations of account activity, fees, and transaction history to help customers understand statements.
- Educated customers on available credit cards, highlighting features, benefits, interest rates, and eligibility to support informed financial decisions.
Education
Bachelor of Science - Entrepreneurship (Undergraduate)
Polytechnic University of The Philippines
Sta. Maria, Bulacan 04.2001 -
High School Diploma - undefined
Little Angels Montessori School Of Bulacan
Sta. Maria, Bulacan01-2006
Skills
Technical Troubleshooting
Ticketing Systems
Customer Support
Remote Assistance
Property Management
CRM Systems
TOOLS & SOFTWARE
- Communication & Collaboration: Microsoft Teams, Outlook, WhatsApp, Slack, Conduit, Google Voice, Zoom, Google Meet
- Productivity & Documentation: Excel, Word, Google Docs, Google Sheets
- Project Management & Knowledge Base: Asana, Monday.com, ClickUp, Notion, Jira, Scribe
- Customer Support & CRM: Zendesk, Intercom, Oracle, Salesforce
- AI Tools: ChatGPT, Gemini, Copilot
- Email, Access & Automation: SendWithUs, SendGrid, Okta
- Customer Feedback & Vendor Platforms: Canny, Zillow, Thumbtack, Angi, Yelp, Fiverr, NextDoor
- PMS/OTAs: Guesty, Hostaway & Major OTAs.
Certification
Certified AI Support Expert, Conduit August 2025
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Customer Support Specialist
PropTech Labs
08.2025 - 11.2025
Maintenance & Admin Support
Lillian Limited Property Management Company
01.2025 - 07.2025
Operations Specialist - Quality Control
Asteroom
10.2024 - 01.2025
Software Specialist
Guesty
02.2022 - 08.2024
Customer Service Representative
Optum Bank
10.2021 - 01.2022
Customer Service Representative
Eddie Bauer
06.2019 - 06.2021
Relationship Manager
Barclaycard US
12.2014 - 02.2019
Bachelor of Science - Entrepreneurship (Undergraduate)
Polytechnic University of The Philippines
04.2001 -
High School Diploma - undefined
Little Angels Montessori School Of Bulacan