Account Manager / General Virtual Assistant / CSR / SEO

- Oversee Global Customer Success Voice Team, members - Assure a highly functional relationship with the Quality function - Use call monitoring tools and QM tools to ensure call quality guidelines are met - Assure Tier 1, Tier 2, and Customer Success Queues - agent availability, escalation call handling, and supervisory assistance in resolving CS Team member issues - Manage Agent forecasting, perform shift scheduling and developing capacity estimates for all Manila Voice-based processes, and collaborate with various Team leaders and managers to optimize costs to cover performance - Handled Customer Success department with multiple processes - Conducted final interviews for frontline employees. - Drafted and published streamlined processes and training. - Acts as front-line supervisor enabling direct reports to maximize strengths, improve weaknesses, and support career development - 1:1 coaching and quality reviews weekly for agents with less than 6 months tenure and bi-weekly for agents with more than 6 months tenure - 1:1 Training where agents are lacking or missing performance/ quality norms; assure reps are well trained and follow business rules - Contribute to building a Great Workplace, helping all employees bring their best for interactions with customers and colleagues

• Respond promptly to guest inquiries and concerns to ensure satisfaction. • Manage reservations accurately, including handling booking changes and cancellations, while staying aware of property policies and availability. • Monitor and respond to guest reviews and inquiries regularly to uphold service standards and satisfaction. • Assist in processing reservations with attention to detail and effective communication with guests and OTA support. • Gather feedback from guests and property owners to enhance the guest experience and operational processes. • Manage guest reviews across various platforms, addressing feedback promptly and professionally. • Handle claims and disputes effectively, ensuring fair resolutions for both guests and property owners. • Collaborate with the team via Slack for efficient issue resolution and seamless guest experiences.

• Respond promptly to guest inquiries and concerns to ensure satisfaction. • Manage reservations accurately, including handling booking changes and cancellations, while staying aware of property policies and availability. • Monitor and respond to guest reviews and inquiries regularly to uphold service standards and satisfaction. • Gather feedback from guests and property owners to enhance the guest experience and operational processes. • Manage guest reviews across various platforms, addressing feedback promptly and professionally. • Handle claims and disputes effectively, ensuring fair resolutions for both guests and property owners.

• Run and manage campaigns using the SaaS Platform • Client Management • Report Management • Email Management