Victoria Ezechukwu

PORTFOLIO. Click Me GUEST SUPPORT SPECIALIST VICTORIA EZECHUKWU VICTORIA EZECHUKWU About Me Hello! I am your go-to Guest Communications Specialist and Property Manager. With a proven track record of successfully managing reservations and guest communications for an extensive Airbnb portfolio comprising 40+ properties. Let's work together to ensure your guests have a top-notch experience from the moment they book, all the way to the end of their stay. With my dedicated partnership, you can sit back and relax while I take care of reservations and guest communications, ensuring a consistent stream of 5star reviews. Let me help you elevate your rental experience to the next level! Click the video button to watch me live Click the CV button to view my Resume Video Download Cv My Services Here is what I bring to the table: 1. Airbnb Co-hosting: • I will expertly manage your Airbnb, overseeing housekeeping, maintenance, bookings, and guest communications. With strong communication, conflict resolution and problemsolving skills, my commitment to exceptional guest experiences translates into positive ratings and satisfied customers. 2. Guest Support: • Swiftly addressing guest inquiries and booking requests is my forte. I provide comprehensive information and manage bookings ensuring that potential guests feel valued and wellinformed. 3. Listing Optimization (Airbnb, VRBO, Booking): • I specialize in crafting captivating property listings, complete with attention-grabbing titles, compelling descriptions, and eye-catching photos. My pricing strategies tailored to different seasons and events aim to increase your visibility and bookings. VICTORIA EZECHUKWU Skills Excellent Communication skills Problem-solving Customer Relations Relationship Building Data Management Administration Customer Service Operations CRM Proficiency Emails/Chat Support Software Proficiency Google Workspace Slack HubSpot Zendesk Freshdesk Intercom Guesty Hospitable Turno Sabee VICTORIA EZECHUKWU Education & Certifications Property Management 2023 CPD Certification Digital Marketing 2022 CyberSafe Foundation Technical Support Fundamentals 2022 Coursera Customer Service Foundations 2022 LinkedIn Learning Bachelor of Arts in English Language and Literature Ebonyi State University 2016 Recents Jobs Customer Service Stats Customer Service Email Listing Management Click On Each Image For A More Clearer Pics Click Here For Call Sample Happy Clients Says See More In Next Page Key Achievements Maintained an overall 4.8 rating on Airbnb while ensuring a seamless and overall exceptional guest experience. Successfully resolved an average of 50100 guest issues daily, leading to positive reviews. Achieved a 20% reduction in response time to guest inquiries through email, phone calls, and instant messaging, enhancing overall customer satisfaction. More Client Testimonials "Victoria is special. I manage over 100 freelancers at any given time. Victoria immediately stood out from the rest of my freelancers, because of her commitment to her quality of work, her punctuality, and availability to work when ever I need her. This is the second job l've hired Victoria for, and it will not be the last! It's important to know you can trust your team members to do a good job and also build a community of collaboration with the rest of the team. She's a born leader, and a hard worker. I know when she contacts me about the project she's explored all options, and is ready to help the team grow through problem solving with the best solution. Emily Sidis - Project Manager Loora Inc Throughout Victoria’s time with us, she consistently delivered outstanding service, effectively handling customer inquiries, resolving complaints, and ensuring customer satisfaction. Victoria excels in communication, both verbal and written. She has a natural ability to empathize with customers and understand their needs, ensuring that every interaction is handled with care and professionalism. I highly recommend Thomas Obiya - Creative Director/ General Manager - Image Digital Concept Victoria is a valuable team member who brings positivity and enthusiasm to the workplace. She is highly organized, reliable, and always willing to go the extra mile to support her colleagues and enhance the overall customer experience. Her strong problem-solving skills and attention to detail have consistently led to timely and effective resolutions of issues. Ifeoma Obiefuna - Co-worker Loora Inc Case Study Ensuring a Seamless Check-In Experience for an International Guest Situation A guest from Asia booked a short-term rental in Lucerne, Switzerland for a two-week vacation. Due to a delayed flight and unfamiliarity with the terrain and transportation system, the guest faced significant stress and confusion upon arrival. They contacted our guest support team late at night, worried about checking in and accessing the property. Action As the Guest Support Specialist, I took the following steps to provide immediate assistance and ensure a smooth check-in process: 1. Immediate Contact and Reassurance: I responded promptly to the guest's call, offering reassurance and support. I explained that I would assist them every step of the way to ensure they reached the property without any issues. 2. Transportation Coordination: I arranged a local taxi service, provided them with the guest’s location and destination details, and arranged for a pickup. I also shared the taxi driver's contact information with the guest and monitored the progress to ensure safe transportation. 3. Check-In Assistance: I provided the guest with detailed instructions, including access codes, and pictures of the entrance of the building and apartment. 4. Welcome Package: To make the guest feel welcome after their stressful journey, I informed them that they could take advantage of the mini-bar arranged for them in the apartment. Result Smooth Arrival and Check-In: The guest successfully navigated the transportation system and arrived at the property without further issues. They were able to check in seamlessly and appreciated the clear instructions and support provided. Immediate Relief and Satisfaction: The guest expressed immense relief and gratitude for the assistance they received. Positive Review and Recommendations: The guest left a detailed and positive review on our platform, praising the exceptional support and welcoming experience. They mentioned that the support they received significantly enhanced their vacation experience. The guest also indicated their intention to use our platform for future stay needs and recommend our service to friends and family planning trips to the area. Conclusion This case study illustrates my ability to manage and resolve stressful situations for international guests, ensuring a smooth and welcoming check-in experience. By providing support, coordinating transportation, and offering personalized assistance, I was able to transform a potentially negative experience into a positive one, reinforcing our commitment to exceptional guest service. THANK YOU Thanks for going through my portfolio. If what you have seen and read so far interests you, don’t sleep on it. Send a message to get started and have your guests have exceptional experiences Click Me Now