AUGUSTA ETIM
- |-| LinkedIn
GUEST COMMUNICATION SUPPORT SPECIALIST
Detail-oriented and customer-focused professional with extensive experience in guest
communication services within the short-term rental industry. Seeking to leverage exceptional
interpersonal and problem-solving skills to enhance guest experiences and operational efficiency.
CORE TOOLS
•
•
•
•
•
•
•
•
•
MS Suite
Google Suite
Zapier | Slack
HubSpot | Intercom
Monday.com| Trello
Zendesk | Freshdesk
Zoom | Loom | PickTime
CORE SKILLS
•
•
•
•
•
•
•
Data Entry
Live Chat Support
Customer Support
Team Collaboration
Training & Onboarding
Property Management
Excellent Communication
•
•
•
•
•
•
•
Problem-Solving
Technical Support
Open-mindedness
Attention to details
Task Management
Email Management
Appointment Scheduling
Airbnb| Guesty|Hospitble| VRBO
Price-lab|Schlage|Airdna
PROFESSIONAL EXPERIENCES
Live Chat Support Manager | Russo Property Group, USA
•
•
•
•
•
•
2022 - 2024
Managed properties for individuals and organizations through Airbnb, serving as the primary point of contact for guests and
ensuring timely and efficient support via various communication channels, including email, phone, and chat.
Assigned tasks and managed duties for guest communication, ensuring seamless coordination and effective resolution of
guest inquiries and requests.
Developed comprehensive training materials and resources for guest communication and duty management, resulting in a
25% increase in team efficiency and a 20% improvement in guest satisfaction ratings.
Proactively identified opportunities to enhance the guest experience and improve guest engagement, resulting in increased
guest satisfaction scores and positive guest feedback.
Fostered strong relationships with guests, ensuring a warm and welcoming experience upon arrival, resulting in a 20%
increase in repeat bookings and a 25% increase in revenue generated through guest referrals.
Evaluated the need to expand the guest communication team based on a 30% increase in property bookings and improved
guest experience metrics.
Customer Support/Guest Assistant | Olive Vine Properties 2020 – 2022
●
●
●
●
Handled customer inquiries and complaints in a professional and efficient manner.
Assisted in the management of booking schedules and availability.
Provided guests with detailed information about properties and local attractions.
Utilized CRM software to manage guest information and preferences.
Guest Service Representative | Winryhomes
●
●
●
●
2019 – 2020
Provided exceptional customer service to guests, ensuring their needs and concerns were addressed promptly and
effectively.
Coordinated with various departments to facilitate smooth operations and enhance guest satisfaction.
Handled guest inquiries and complaints, providing appropriate solutions and follow-up.
Maintained accurate records of guest interactions and transactions using.
KEY ACHIEVEMENTS
●
●
●
●
●
●
Achieved a 95% guest satisfaction rating, as measured by post-stay surveys.
Increased positive guest reviews by 20% through proactive issue resolution and exceptional
service.
Implemented a new guest communication protocol that reduced response time by 30%.
Streamlined property maintenance processes, reducing downtime by 25%.
Enhanced property listings, leading to a 10% increase in bookings.
Developed a guest feedback system that increased actionable insights by 40%.
EDUCATION
Bachelor of Science in Physics – (BSc.)
Akwa Ibom State University, Nigeria
TRAINING & CERTIFICATIONS
Digital Witch IT Support
ALX-Africa
Digital Hospitality Hub
| IT Support Fundamentals
| Virtual Assistance Training
| Airbnb and Property Management
2020
