Pia Abigaile Galang

Education Bachelorof Sciencein Biology June 1997 – March 2001 Far Eastern University Experience Property Manager Pia Abigaile Galang Customer Success and Short Term Rentals Manager About Me Dynamic Team Lead with 10+ years of experience in customer service, quality assurance, operations and property management, specializing in short-term rentals. Skilled in managing client relationships, coordinating bookings, and delivering seamless client experiences . Skills Team Leadership & Coaching Client Relationship Management Administrative Support STR Property Management Escalation Handling Email and Calendar Management Tools Google Workspace / Microsoft Office Salesforce CRM Airbnb, VRBO, Guesty Airtable, Conduit Feb 2025 – Feb 2026 Multiple property management Maintains an updated reservation calendar Handles maintenance and property repair requests Serves as a liaison between property owners and guests Assists in updating property listing across platforms Team Manager Apr 2023 – Dec 2024 Foundever (formerly Sitel) – Philippines Led a team of 20+ members, consistently meeting SLA and exceeding customer satisfaction targets Conducted weekly business reviews with clients and senior leaders, delivering actionable insights Improved agent productivity through performance scorecards and real-time coaching Team Manager Apr 2019 - Mar 2023 CSS Corp – Manila, Philippines Directed daily operations for a multi-channel support team, maintaining CSAT Optimized workforce management, reducing average handling time without compromising quality Developed onboarding and training programs. Operations Team Manager / Lead Quality Analyst Sep 2016- Feb 2019 Al Wasl International Group – Dubai, UAE Supervised cross-functional teams across collections and customer service, increasing recovery rates Led QA initiatives that improved compliance scores Contributed to higher client satisfaction and successful contract renewals Quality Analyst May 2014- Jul 2016 TaskUs Audited customer interactions across voice and chat, identifying gaps that improved accuracy and compliance Partnered with operations to implement feedback loops, reducing repeat errors Led quality calibrations