Gift Okpala

OKPALA GIFT | Guest|Client Support Specialist-- LinkedIn Working Remotely PROFESSIONAL SUMMARY ●​ Guest Support Specialist & Client Support Specialist with 3+ years of experience in hospitality, property management, and client relationship management. ●​ Proven track record in 24/7 guest and partner support, handling high-volume inquiries, resolving issues promptly, and ensuring seamless check-ins/check-outs. ●​ Proficient in Booking Platforms and Property Management Systems including Guesty, Hostaway, Hospitable, and OwnerRez; skilled in cleaning scheduling tools and pricing optimization software. ●​ Experienced in delivering technical support for smart locks, channel managers, and other property technology systems with rapid turnaround times. ●​ Adept at process improvement, building trust with clients, and implementing strategies that drive higher guest satisfaction, partner retention, and operational efficiency. WORK EXPERIENCE Guest Support Specialist | Charlotte Chateau | USA | March 2023 June 2025 ●​ Responded to 500+ guest inquiries per month via phone, email, and messaging platforms, achieving a 95% guest satisfaction rate. ●​ Resolved 90% of guest issues within 2 hours of initial contact, resulting in a 25% increase in positive reviews. ●​ Developed and maintained a comprehensive knowledge base of property information, reducing guest inquiries by 20%. ●​ Utilized guest feedback to identify trends and provide actionable insights, driving revenue growth. ●​ Collaborated with onsite teams to ensure seamless operations, leading to a 25% increase in operational efficiency and a 15% boost in guest satisfaction. Client Support Specialist | Montego Bay Host | Jamaica | August 2022 - February 2025 ●​ Managed and updated property data across multiple platforms (Guesty, Hostaway), ensuring 100% accuracy for 50+ partner listings and eliminating distribution errors. ●​ Delivered technical support for smart locks and property management tools, resolving partner issues with an average turnaround time under 4 hours. ●​ Coordinated follow-ups and tracked project progress, achieving a 95% on-time task completion rate across operational assignments. ●​ Built and maintained strong partner relationships, contributing to a 20% increase in partner satisfaction ratings and improved retention. SKILLS ●​ Exceptional Communication: Skilled in engaging guests, hosts, and stakeholders through multiple channels. ●​ Detail-Oriented Organization: Proficient in managing multiple listings, calendars, and communications with accuracy. ●​ Conflict Resolution: Experienced in resolving complaints promptly and effectively. ●​ Technical Proficiency: Guesty, Hostaway, Hospitable, OwnerRez, booking platforms, calendar management. ●​ Hospitality Excellence: Committed to high standards of guest experience and client satisfaction. EDUCATION ●​ Nnamdi Azikwe University Business Administration 2020 CERTIFICATE ●​ Fundamentals of Short-Term Rental Property Search/Co-Hosting Digital Hospitality Hub 2023