Customer & Operations Lead | STR & eCommerce Specialist

With extensive experience in Short-Term Rental (STR) management, I specialize in guest communications, dynamic pricing, and listing optimization. I’m skilled at managing day-to-day operations, from coordinating maintenance and cleaning teams to resolving guest claims and disputes. I ensure 24/7 coverage and have created efficient SOPs for seamless operations. Proficient with platforms like Airbnb, Booking.com, and VRBO, as well as STR tools such as Hostaway, Hospitable, Guesty, and Pricelabs, I’m dedicated to delivering exceptional guest experiences and maximizing revenue.

With extensive experience in eCommerce, I specialize in Shopify store management, order fulfillment, and customer service. I am skilled in using CRM tools like HubSpot and Zoho, and project management platforms such as Trello, Asana, ClickUp, and Notion. I’m dedicated to enhancing the customer experience and streamlining processes to drive sales and customer satisfaction. I also have experience with customer support systems like Zendesk and Freshdesk, ensuring a smooth and efficient shopping experience for customers.

I excel in Customer Relationship Management (CRM), using tools like HubSpot and Zoho to build and maintain strong, long-term relationships with clients. By tracking customer interactions, analyzing data, and implementing personalized communication strategies, I ensure a seamless and positive experience throughout the customer journey. My goal is to enhance customer retention, resolve issues proactively, and drive repeat business by delivering exceptional service and tailored solutions.

I have extensive experience providing customer support for Shopify stores, ensuring a smooth and responsive shopping experience. I handle inquiries, resolve issues, and provide timely assistance through live chat, email, and ticketing systems. Using Shopify's features, I manage order tracking, returns, and product inquiries while maintaining high customer satisfaction. I also leverage CRM tools and customer data to personalize interactions and foster long-term relationships, contributing to increased customer loyalty and retention.

I bring proven team leadership experience, having led remote and on-site teams in both STR and eCommerce operations. I excel at setting clear goals, aligning teams with KPIs, and fostering a culture of accountability and collaboration. I’ve successfully managed 24/7 coverage, created SOPs, and overseen daily operations to ensure high performance and service quality. My leadership style is proactive, supportive, and results-driven, focused on empowering teams to deliver their best work while meeting business objectives.

I am highly proficient in Hostaway, a leading property management software for Short-Term Rentals (STR). I use Hostaway to streamline operations, from guest communication and reservation management to calendar synchronization and rate optimization. With Hostaway’s powerful automation tools, I ensure seamless booking processes, effective team coordination, and enhanced guest experiences. My expertise in leveraging its reporting and analytics features helps me maximize occupancy and revenue, while keeping operations efficient and well-organized.

I specialize in revenue management using Pricelabs to optimize dynamic pricing for Short-Term Rentals (STR). By analyzing market trends, local events, and demand fluctuations, I adjust rates to maximize occupancy and revenue. My data-driven approach ensures competitive pricing that boosts profitability while maintaining high guest satisfaction.

I have strong experience in dispatching cleaners and scheduling teams for Short-Term Rental (STR) operations. I coordinate turnovers efficiently to ensure properties are guest-ready on time, using tools like Hostaway, Hospitable, and shared calendars. I maintain clear communication with cleaning teams, manage schedules based on booking patterns, and handle last-minute changes with ease. My organized approach ensures smooth operations, consistent quality, and a seamless guest experience.