Operations Manager | Airbnb, VRBO, ---------- + eCommerce (Amazon/Shopify) | Sys

I’ve been managing operations for short-term rentals, mainly focusing on guest communication and making sure everything runs smoothly behind the scenes. On a daily basis, I handle guest messages across Airbnb, VRBO, and direct bookings - from initial inquiries all the way through post-stay concerns. I’m used to dealing with high volumes, urgent issues, and tricky situations, so I’ve learned how to respond quickly while still keeping communication clear and professional. Beyond messaging, I’ve also supported the communications team by improving how we respond to guests and making sure everything stays consistent. A big part of my role has been building and refining SOPs and internal guides to reduce repeated issues and make workflows more efficient. I’ve worked closely with tools like Enso and BookingSync, handling updates, fixing issues, and making sure everything stays accurate across platforms. Overall, I focus on keeping operations organized, minimizing problems before they escalate, and making sure guests have a smooth experience without needing constant supervision.

Efficiently managed major eCommerce platforms including Amazon, Shopify, Etsy, eBay, and Walmart, uploading listings and resolving errors to ensure optimal performance

Documents, materials, and information are gathered, collated, and prepared for data entry. Conducting research in order to gather information for missing documents and materials. Making digital copies of paper or dictation. Examining all documents and material for accuracy and reporting any errors or inconsistencies to the supervisor. Putting data into digital databases and backing it up on a regular basis. Databases, archives, and filing systems must be updated and maintained. Monitoring, examining, and correcting errors or discrepancies in databases. As needed, generate and export data reports, spreadsheets, and documents. Filing, managing office supplies, scanning, and printing are examples of clerical duties.

Actively participated in campus journalism for 3 years, honing skills in writing, research, and journalism Produced a range of written work, including news articles, features, opinion pieces, and interviews Demonstrated the ability to write effectively for various audiences, including students, faculty, and the broader community Conducted in-depth research and interviews to gather information and develop compelling stories Analyzed and synthesized complex information to create engaging and informative articles Utilized a variety of writing styles and techniques to convey information and evoke emotion in readers Here are examples to my work: https://kayebydesign.wixsite.com/kayela/writingsamples

Wrote high-quality content for an executive's LinkedIn profile, showcasing their expertise and leadership in their field Developed a strong understanding of the executive's voice and brand, writing content that was consistent with their messaging and goals Conducted research on industry trends and current events to inform content development and ensure relevancy

Respond promptly and professionally to customer inquiries via email in a timely and efficient manner Provide accurate and helpful information to customers, troubleshoot issues, and resolve problems in a friendly and professional manner Handle a high volume of emails and inquiries on a daily basis, while maintaining a high level of accuracy and attention to detail Ensure customer satisfaction by effectively communicating with customers and providing excellent service at all times Manage customer accounts and orders, update customer information, and process orders as needed Collaborate with other team members to escalate issues as necessary and find solutions to complex problems Monitor customer feedback and trends, and communicate insights to the team to improve products and services Maintain accurate and up-to-date records of all customer interactions and ensure all customer data is secure and confidential Continuously improve email support processes and strategies to enhance customer experience and team efficiency Stay up-to-date with product knowledge and industry trends to provide accurate and timely information to customers.

As a virtual assistant, English is the primary language I communicate in so I do believe I can hold a conversation in fluent English. I also actively participated in extemporaneous speaking in high school, developing strong communication and presentation skills. Likewise, I demonstrated the ability to think on your feet, analyze complex topics, and deliver compelling speeches in a short amount of time

Maintain accurate and up-to-date records of all administrative tasks, ensuring that information is organized and easily accessible Research and analyze data and provide reports and recommendations to management as needed

Edit and format articles to ensure they are consistent with our brand voice and style guidelines Upload images and other multimedia to enhance the articles and improve engagement with our audience