Oghenefejiro Daniel

OGHENEFEJIRO DANIEL Abuja, Nigeria | Remote | Available across multiple time zones Email:-| LinkedIn: linkedin.com/in/oghenefejiro PROFESSIONAL SUMMARY STR Operations & Guest Support Specialist with 3+ years of experience managing short-term rental properties and vacation rental portfolios. Skilled in Hospitable, Guesty, Hostaway, Breezeway,Housecall Pro, Turno, and other PMS platforms, coordinating cleaning and maintenance teams, and managing guest communications across multiple OTAs (Airbnb, VRBO, Booking.com). Experienced in high-volume ticket resolution, SLA compliance, calendar accuracy, and workflow automation, ensuring smooth operations and 5-star guest experiences. Fully remote and comfortable working across global time zones. CORE SKILLS ● ● ● ● ● ● ● ● ● ● Guest Operations & Issue Resolution PMS & OTA Management (Guesty, Hospitable, Hostaway, Breezeway, Lodgify) Turnover & Cleaning Scheduling (Turno, Breezeway, Housecall Pro) Booking, Cancellation & Payment Management Calendar Accuracy & Channel Sync Across OTAs High-Volume Ticket Handling & SLA Compliance Knowledge Base & SOP Development Workflow Automation (Zapier, Make) Customer Communication (Email, Chat, Phone) Cross-Functional Coordination & Vendor Management TOOLS & TECHNOLOGY Property Management Systems: Guesty, Hospitable, Hostaway, Lodgify Cleaning & Maintenance: Turno, Breezeway, Housecall Pro Support & CRM Platforms: Salesforce, HubSpot, Zendesk, Freshdesk Operations & Collaboration: Slack, Monday, Google Workspace, Notion Automation & AI: Zapier, Make, ChatGPT, HostBuddy PROFESSIONAL EXPERIENCE Guest Support Specialist AvantStay Vacation Rentals — Remote Feb 2024 – Dec 2025 • Managed guest and homeowner support for 100+ properties across multiple OTAs using SaaS-based PMS platforms. • Handled urgent guest issues, including check-ins, lockouts, WiFi, and maintenance escalations. • Maintained accurate records in Salesforce and HubSpot for follow-ups and account continuity. • Handled increased ticket volume during peak booking periods while maintaining response time and quality standards. • Documented recurring customer issues and created knowledge base content that reduced repeat tickets and improved self-service usage. • Automated workflows using Zapier and Make, eliminating missed touchpoints. • Frequently acted as a go-to support contact for recurring homeowner issues before escalation. Operations Associate – Happy Host (Sister Company to Cardo) Remote | Mar 2022 – Jan 2024 • Coordinated Airbnb & short-term rental cleaning schedules to meet tight guest check-in deadlines. • Managed cleaner dispatch, job tracking, and service quality using Housecall Pro. • Acted as main point of contact between cleaners, hosts, and internal teams, preventing escalations. • Resolved cleaning complaints, missed or delayed cleans, and refund requests while protecting company revenue. • Collected and processed cleaning payments from property owners/managers, tracking outstanding balances and following up on overdue accounts. • Maintained communication logs and knowledge base content to streamline operations and reduce recurring issues. • Handled urgent same-day turnovers and last-minute schedule changes. Customer Support Associate Cardo Rentals — Remote Jan 2022 – Jan 2024 • Responded to 40–60+ guest and homeowner inquiries daily across Airbnb, VRBO, and Booking.com. • Provided timely and accurate responses to booking, payment, and service-related issues while maintaining customer satisfaction. Monitored booking calendars for conflicts, availability gaps, and pricing errors across multiple OTAs. • Transitioned into homeowner-focused support, serving as the main point of contact between property owners and internal operations teams. • Maintained accurate communication logs and account records in Salesforce and HubSpot to ensure continuity and accountability. • Created and maintained over 20 knowledge base articles based on real customer questions and recurring issues. • Maintained communication logs and escalated non-routine issues efficiently, ensuring high guest & homeowner satisfaction.