Mary Grace Gascon

MARY GRACE GASCON ADMINISTRATIVE ASSISTANT / PROPERTY MANAGEMENT SUPPORT Resourceful and detail-oriented Administrative Assistant & Property Management Support Specialist with 10+ years of combined experience in property management, customer service, and quality evaluation. Skilled in leasing coordination, tenant relations, maintenance oversight, rent collection, and email management, with a proven ability to streamline operations and improve service delivery. Strong background in customer support (Airbnb, Walmart, Microsoft) and quality evaluation, consistently achieving high performance ratings. Adept at using a wide range of property management and customer support tools to drive efficiency and accuracy. STRENGTHS AND EXPERTISE Property & Leasing Administration Tenant & Maintenance Coordination Scheduling & Follow-up Rent Collection & Accounts Quality Assurance & Management Performance Evaluation Customer Service & Dispute Resolution CRM & Property Management Email & Document Management Tools PROFESSIONAL EXPERIENCE Felner Corporation PropertyManagement Administrator/Support December 2020 - September 2025 Provided comprehensive administrative support, ensuring smooth day-to-day operations. Managed leasing processes, from scheduling tours to preparing leases and verifying tenant documents. Handled maintenance requests, coordinated with vendors, and tracked work orders to completion. Oversaw email management, creating templates, escalating sensitive matters, and ensuring accurate filing of documents. Monitored rent collections, drafted collection notices, and prepared reconciliation reports with accounting. Supported legal processes by submitting eviction documents and maintaining compliance with landlord-tenant laws. TDCX Philippines (Airbnb Account) Customer Support Ambassador Jul 2019 – Oct 2020 Delivered frontline support via phone, chat, and email for guests and hosts worldwide. Handled reservation, payment, and refund issues with empathy and professionalism. Mediated disputes between guests and hosts, ensuring fair resolution aligned with Airbnb’s policies. Documented interactions in CRM systems and contributed to process improvements. Consistently exceeded CSAT and resolution time metrics, contributing to team performance goals. Promoted Airbnb’s culture of trust, safety, and hospitality through every interaction. Oct 2013 – May 2019 Convergys Philippines / Concentrix CustomerSupportAssociate / QualityEvaluator Quality Evaluator (Walmart / Microsoft Surface APAC) May 2017 – May 2019 Evaluated calls, chats, and emails for compliance and quality standards. Provided actionable feedback and coaching recommendations to improve service delivery. Generated QA reports and participated in calibration sessions to maintain scoring consistency. Prepare daily, weekly, and monthly QA reports highlighting performance trends, strengths, and opportunities. Participate in calibration meetings with QA team leaders and managers to ensure scoring consistency. Customer Support Associate (Walmart.com / Microsoft Store) October 2013 – 2017 Assisted customers with orders, returns, refunds, subscriptions, and technical troubleshooting. Delivered step-by-step guidance on Microsoft products and services. Handled escalations with empathy and professionalism, ensuring policy compliance and satisfaction. Consistently met KPIs including AHT, CSAT, and FCR. Delivered multi-channel customer support for Walmart.com and Microsoft Store (orders, returns, subscriptions, technical concerns). Guided customers through online shopping, billing, and troubleshooting processes while maintaining service level goals. EDUCATION Sibonga Community College – Sibonga, Cebu, Philippines Bachelor of Science in Business Administration Major in Marketing Management 2008 – 2012 References are available on request.