Eljay Onasco Santos

ELJAY SANTOS Project Manager, Partner Relations Manager, Listing Manager, And Guest Communication Manager I have extensive professional experience in the Property management industry specially as a project manager, guest communication manager, listing manager, distribution, pricing strategist. Possesses a knack of knowledge in providing quality service and applying analytical and problem skills to meet the client's demands within strict deadlines. CONTACT --https://www.linkedin.com/i n/eljay-santos-07569a251/ 79, Sta. Remedios, Bulan 4706 Sorsogon, Philippines EDUCATION Bachelor of Science in Marine Transportation Mariners’ Polytechnic Colleges 2015 - 2018 Bachelor of Science in Business Administration RG De Castro Colleges 2013 - 2015 SKILLS Presentation Skills Actual & Virtual Can create powerful presentation as a visual aid. Data gathering and analyzing Have a graphic design skills in making slideshows or excel documents for easy discussion and presentation Customer Service Phone, Chat and Email Ability to use positive language Can communicate clearly that will help in making the customer understand our product Active listening and attentiveness Provides empathy and assurance statements Persuasive speaking skills that can adjust the tone based on the customer's emotions Believes that we know more than the customer hence, we should be more flexible WORK EXPERIENCE PROJECT MANAGER, PARTNER RELATIONS MANAGER, LISTING MANAGER, AND GUEST COMMUNICATION MANAGER SMILING HOUSE, REMOTE October 2022 June 2024 Managed pricing and property uploading projects Developed new techniques in creating description and adjusting materials needed for the project and sharing it with the team to complete project, on or before deadlines Keeping data for every project organized, centralized and securely saved Checking Quality and making sure each member accomplished the task with quality and accuracy Managed Listings all across platform and OTAs to make sure pricing, description, and photos are up to date Managed distribution through all platforms, and worked to have accurate listing data in OTAs Lead the guest communication team, making sure that all inquiries are answered with accurate information, and all inquiries be converted to bookings Worked with B2B requests from Agencies, and other property managers to propose properties that will meet their guest's needs Continuously communicated with Property Owners and Property Managers to handle updates for pricing, description photos, policies, and booking details (Financials, itinerary, and check-in details) Communicated with the company's OTA/Platform Account Manager to resolve issues, discuss policy updates, and discuss suggestions that will help the company's growth. Prepared detailed reports on project status for the CEO, ensuring transparency and alignment with objectives. Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth. Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance. AIRBNB AND VRBO CUSTOMER SUPPORT AND LISTING MANAGER HOME HAVENS, REMOTE April 2022 October 2022 Served as the primary contact for guests, delivering exceptional customer service Responded to in-house guest emails, chats, and texts through professional and friendly written communication Assisted with issues such as lockbox, wifi troubleshooting, directions to homes, etc Answered in-house guest calls and assist with issues such as door codes, lockbox, wifi troubleshooting, directions to homes, and cleaning complaints Made outbound calls to incoming guests before arrival to ensure their needs are met Responded to complaints or upset guests while maintaining professionalism and expressing empathy Entered work orders for maintenance as issues are called or emailed in from guests Ordered cleaning, maintenance, property supplies through Amazon Uploaded new listings and optimizing existing listing description, rates, and title. Management Skills Actual & Visual Relay and share both business and product knowledge to gain accountability and commitment Provides coaching to help people improve Understanding opportunities and creating action plan to eventually turn them into strengths Administrative Skills Actual & Virtual Excellent in using MS Office applications, G Suite applications Calendar Management Schedule meetings Teams, Zoom, Webex, and Microsoft teams DEVICE & CONNECTIVITY ASUS TUF A15 AMD Ryzen 9 7940HS w/ Radeon 780M Graphics 4.00 GHz Installed RAM 8.00 GB System type 64-bit operating system, x64based processor Windows 11 Home Headset Jabra Link 260 with noise cancellation and Wired Headset with Microphone and noise cancellation feature Camera Laptop Built-in and a Full HD 1080P Webcam Power Uninterrupted Power Supply, APC Easy UPS 1200 VA/650 Watt Power Generator, Powerbox 1000W portable generator Internet Globe Internet Service, 200 MBPS PLDT Internet Service, 200 MBPS REFERENCES Evelyn Colada Smiling House, Manager Phone: - Email :- Marra Miranda Smiling House, Manager Phone: - Email :- Trisha Quintano Sutherland, Manager Phone: - Email :- VIRTUAL ASSISTANT JOSHUA TREE STAYS, REMOTE February 2022April 2022 Managed account for client on different platforms like Guesty, AirBnb, Vrbo, Hospitable, and booking.com Worked on social media, and marketing presentations Tracked and prepared company's monthly booking sales and commissions to present to clients Replied to emails and messages from guests inquiring about the property or reservation details Updated listing details, and calendar for each platform Communicated cleaning staff and maintenance repair using google voice, Slack, Asana, Podio, and Trello to schedule cleaning/repair. Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms. Managed CRM input, exports and clean up. TEAM LEADER SUTHERLAND GLOBAL SERVICES - PHILIPPINES August 2021February 2022 Monitored calls, provided value-add insights, and provided coaching to my team to help them in meeting the program's metrics Identified procedures and scenarios for the quality control of products and services Validated Claims Created by each member and shared techniques on how to document accurately Developed expertise in all MS Office Applications to accomplish tasks. Supervised team members to confirm compliance with set procedures and quality requirements. Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed. Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance. Held weekly team meetings to inform team members on company news and updates. Built strong relationships with customers through positive attitude and attentive response. December 2018PHONE, EMAIL, AND CHAT CUSTOMER SERVICE REPRESENTATIVE August 2021 SUTHERLAND GLOBAL SERVICES - PHILIPPINES Acknowledging and resolving customer complaints - Ensuring customer satisfaction and provide professional customer support Serves customers by answering their chat/email requests and meeting their needs 100% aware of the products inside and out to answer questions confidently Used omni and salesforce to help customers. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. Maintained detailed records of customer interactions, ensuring proper followup and resolution of issues. Updated account information to maintain customer records. Participated in team meetings and training sessions to stay informed about product updates and changes. Tracked customer service cases and updated service software with customer information.