Charles Nwune

I am a results-driven professional with a unique blend of expertise in customer support, virtual assistance, and hospitality management. Over the years, I have honed my ability to deliver exceptional client experiences, leveraging data, technology, and strong interpersonal skills to achieve measurable results. My journey spans both the tech-driven world of customer success and the dynamic, people-focused space of Airbnb hosting, allowing me to build a career anchored on problem-solving, efficiency, and guest satisfaction.

In my role as a Customer Support Specialist at E-LANZ NG, I consistently delivered high-impact results. Managing over 50+ daily support tickets via Zendesk, I maintained a 95% first-call resolution rate, ensuring customer needs were addressed promptly and effectively. By implementing optimized workflows in Freshdesk, I reduced average response times by 30% within six months, directly enhancing client satisfaction. I also spearheaded live assistance strategies through LiveChat, which led to a 25% boost in customer satisfaction scores across 1,000+ interactions. Beyond personal performance, I trained and mentored 10 new hires, improving overall team efficiency by 15% in just three months. These achievements highlight my ability not just to execute but also to scale impact through collaboration and knowledge sharing.

Currently, I serve as a Virtual Assistant and Co-host with Airbnb in Houston, Texas, where I blend operational precision with a passion for hospitality. I manage 40+ daily guest queries across multiple channels, maintaining a 98% satisfaction rating. By leveraging Zendesk and LiveChat, I’ve successfully reduced resolution times by 20% for over 500 monthly guest interactions. I also ensure operational accuracy by updating and maintaining 2,000+ client records with 100% accuracy, while escalating and documenting complex cases to reduce unresolved issues by 10%. This role has sharpened my skills in multitasking, client relationship management, and problem resolution—all within a high-paced, service-driven environment.

Parallel to this, I have built a strong reputation as a trusted Airbnb Super Cohost, managing 12 active listings in Houston with a proven record of 90% occupancy in Q1 2025. With over 100+ successful stays and consistent 5-star reviews, I have cultivated a brand centered on reliability, hospitality, and exceptional guest care. My attention to detail ensures that whether it’s a cozy apartment or a family-friendly home, each guest enjoys a personalized experience that fosters loyalty and return bookings.

Across both customer support and hospitality, I bring a solutions-focused mindset, fluency in tools like Zendesk, Salesforce, HubSpot, and GoHighLevel, and a relentless drive to turn metrics into meaningful outcomes. Whether reducing churn, driving occupancy, or elevating guest satisfaction, I excel at combining technology, teamwork, and strategy to exceed expectations.

In essence, I am passionate about creating value—whether for clients, teams, or guests. My career demonstrates not only the ability to meet targets but to consistently raise the standard, ensuring every interaction leaves a positive and lasting impression.