Katherine Almonacid

• Monitored emails, organized inbox, and prioritized messages for supervisor.
• Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.

- Trained and mentored new customer service staff.

- Ensured any outstanding requests or problems from the previous shifts receive priority and are resolved.

- Reviewed and approved all housekeeping and maintenance staff invoices.

- Provided daily support to Manager of Client Services & COO of the company as needed.

- Provided feedback and suggestions to Manager of Client Services for process improvements.
- Reported and filed claims with booking channels and insurance for damages by the guests.

- Ensured invoices are verified and accurately recorded in the expenses tracking software used by the company.

- Prepared and submitted reports to manager for tracking payments by booking channels.

- Responsible for the creation, modification, and deletion of User IDs on Google Workspace for employees.

- Responded to customer inquiries and concerns related to property rentals and leases.

- Ensured smooth and courteous communication with guests and homeowners.

- Acknowledged all guests according to company standards, anticipated and addressed guests’ service needs.

- Coordinated & followed up with housekeeping and maintenance staff for tasks assigned.

- Handled and resolved tenant requests, disputes, or complaints; taking appropriate measures to address concerns and ensure customer satisfaction.

- Input and maintained data entry regarding both owners.

- Answered high volume of incoming communications with guests, owners, vendors, housekeeping, and maintenance.
- Working knowledge on Booking Platforms such as Airbnb, Booking.com, VRBO, Expedia, Marriott HVMI and TripAdvisor.

- Experienced with Guesty Property Management Systems for Vacation Rentals.

Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems.