Customer emails piling up? Orders need following up? Vendors aren't responding?

I help businesses take care of the customer support and backend operations that keep getting pushed aside.

With 10+ years of experience across customer service, e-commerce, logistics, and property management, I've handled high-volume support, order management, claims, vendor coordination, and day-to-day operations.

Here’s what I’ve handled:

• Supported 90+ short-term rental properties, coordinating guests, owners, vendors, cleaners, and maintenance.
• Maintained 91% CSAT for 8 consecutive months in customer support.
• Reduced an STR support backlog from 60+ tickets to 15 while maintaining a zero-inbox workflow.
• Maintained 95% data accuracy in e-commerce operations.
• Helped reduce a dispute backlog by 40%.
• Improved response and resolution times by 30%.

What you can hire me for:

Customer Support

• Email and chat support
• Ticket management and escalations
• Customer complaints and refunds
• Customer and vendor communication

E-commerce & Logistics

• Order management
• Shipment tracking and follow-ups
• Claims and shipping issues
• Seller and customer support
• Inventory and vendor coordination

Administrative & Operations Support

• CRM and inbox management
• Data entry and reporting
• SOP and workflow documentation
• Task and vendor coordination
• Backend operations

One of my strongest areas of experience is short-term rental operations.

At Blackbird Hospitality, I supported 90+ STR properties, coordinating guests, owners, cleaners, handymen, maintenance issues, inspections, and claims across multiple booking platforms.

I also helped reduce an open support backlog from 60+ tickets to 15 while maintaining a zero-inbox workflow.

This experience taught me how to manage multiple moving parts at once from responding to guests and coordinating vendors to following up on maintenance issues and keeping operations moving.

I’m comfortable working with tools such as Zendesk, Salesforce, Notion, Buildium, Hostaway, Odoo, Google Workspace, and Slack, and I can quickly adapt to new systems.

If customer support, operations, or backend tasks are taking too much of your time, send me a message. Let’s talk about what I can take off your plate. 📩

Experience

The Cal Agents Realty

Virtual Assistant - Maintenance Coordinator
May 2026 - June 2026

• Managed maintenance operations across 300+ California properties. Coordinated vendors, work orders, and repairs. Kept service requests organized and moving toward completion.
• Tracked tenant, owner, and vendor requests in CRM and followed up on repairs and contractor progress. Improved communication and service follow-through.

Blackbird Hospitality Management

Virtual Assistant - STR Operations & Guest Services
Aug 2025 - Mar 2026

• Managed guest operations across 91+ STR properties on Airbnb, Vrbo, and Booking.com. Handled reservations, cancellations, inquiries, and escalations. Maintained smooth guest experiences across a high-volume portfolio.
• Coordinated cleaners, maintenance vendors, check-ins/check-outs, and calendars. Maintained accurate booking records and automated messaging, resulting to streamlined daily property operations and reduced manual workload.

Shopee Philippines Inc

Senior Analyst - Logistics & Customer Support
Jun 2020 - Aug 2025

• Resolved 400+ customer and logistics cases weekly. Handled orders, shipment tracking, delivery exceptions, and claims. Provided timely resolutions while keeping fulfillment issues moving.
• Coordinated hundreds of monthly orders with 3PLs and couriers. Investigated delays and maintained logistics documentation. Supported reliable fulfillment with 95% data accuracy

TELUS Digital

Technical Support & Sales Specialist
Apr 2017 - Feb 2020

• Handled 200+ weekly customer interactions, troubleshot connectivity issues and identified customer needs. Sold Wi-Fi/internet upgrades, premium TV channels, mobile lines, home phone, and value-added services.
• Processed 150+ monthly orders and account requests. Completed service activations and coordinated technician appointments. Supported accurate account setup and timely installations.

Barclays UK Bank (Intelenet Global Services)

Customer Support & Sales Specialist
July 2015 - Nov 2016

• Handled 250+ weekly digital banking interactions via live chat and outbound calls. Resolved account, transaction, and online banking concerns. Delivered efficient digital banking customer support.
• Identified customer needs and promoted 5+ financial products, recommended credit/debit cards, overdrafts, mortgages, and other solutions. Supported customer acquisition and product adoption.

Core Skills

• Customer Support & Customer Success
• E-commerce Operations
• Logistics & Fulfillment
• Order Management
• Shipment Tracking
• Short-Term Rental Operations
• Property Management
• Maintenance Coordination
• Vendor Management
• CRM & Ticket Management
• Technical Troubleshooting
• Email, Chat & Phone Support
• Escalation Management
• Sales & Upselling
• Claims & Refund Processing
• Scheduling & Calendar Management
• Data Entry & Documentation
• Administrative Support

Tech Stack

Salesforce • Zendesk • Shopee Seller Center • BigSeller • Notion • GoHighLevel • Quickbooks • Buildium • Odoo • Hostaway • Airbnb • Vrbo • Booking.com • Turno • Breezeeway • Google Workspace • Microsoft Office

Education

ABE International College of Cubao

Bachelor of Science in Hotel and Restaurant Management (BSHRM)

2009-2013