Vivian Edem

VIVIAN EDEM PORTFOLIO AIRBNB COHOST / CUSTOMER SERVICES REP / GUEST COM SPECIALIST / GENERAL VIRTUAL ASSISTANT. 1 VIVIAN EDEM PORTFOLIO Professional Portfolio ➢ FULL Name: VIVIAN EDEM ➢ Contact Information: • • • • • Email:-Phone: - LinkedIn: https://www.linkedin.com/in/vivian-edem- Facebook: https://www.facebook.com/share/16iibhjTig/ ➢ Professional Summary: Highly Organized and results-oriented Guest Experience Virtual Assistant with over 3 years of experience in customer service and a proven track record of success in enhancing guest satisfaction within the short-term rental industry. Possesses strong communication, organizational, and problem-solving skills with a focus on delivering personalized support and creating memorable experiences for both guests and hosts. Adept at managing bookings, optimizing listings, and coordinating property operations across multiple platforms. Seeking a challenging role in a dynamic environment where I can contribute to the growth and success of a thriving hospitality business. ➢ Services Offered: 2 • Guest Experience and Property Management Services • Listing Optimization & Calendar Management: I offer expert optimization of property listings on Airbnb, VRBO, and Booking.com to increase visibility, boost bookings, and manage availability seamlessly. • Guest Communication & Management: I handle all guest interactions from inquiries to check-ins and check-outs , ensuring smooth, professional, and timely communication that enhances guest satisfaction and boosts reviews. VIVIAN EDEM PORTFOLIO 3 • Administrative Support: I provide general admin support, including document preparation, data entry, reporting, and file organization to keep operations running smoothly. • Appointment Setting & Follow-Up: I schedule, confirm, and follow up on appointments with guests, vendors, or partners, ensuring efficient time management. • Property Maintenance Coordination: I coordinate routine and emergency maintenance by liaising with vendors, service providers, and property owners to ensure properties remain in top condition. • Photo & Video Editing for Listings: I enhance property appeal by editing photos and videos for listings to attract ideal guests and showcase property value. • Graphic Design for Listings & Promotions: I create visually appealing graphics for online promotions, house manuals, and property branding materials. • CRM Setup and Management: I manage and organize customer data using CRM software to maintain strong client and guest relationships, track interactions, and ensure follow-ups. • Social Media Management for Rentals: I manage property pages on social media to engage potential guests, build trust, and increase bookings through organic content and promotion. • Lead Generation & Market Research: I conduct research to generate new property leads, identify market trends, and create strategies for expansion or improvement. • Negotiation & Partnership Building: I facilitate partnerships with vendors, cleaning services, or local experiences while negotiating favorable terms to support the property's business goals. VIVIAN EDEM PORTFOLIO • Platform & Software Management: I offer full operational support using Airbnb, VRBO, Booking.com, and other PMS tools like Guesty, Hostaway, etc. • Conflict Resolution & Guest Issue Handling: I provide professional mediation and resolution of guest concerns, helping to maintain a peaceful and guestfriendly environment. • Multitasking and Workflow Efficiency: I handle multiple operational duties simultaneously while ensuring quality, speed, and accuracy in delivery. • Tech Integration & Automation Support: I assist with integrating new technology tools, automation systems, and workflows to boost efficiency and reduce manual tasks. • Email and Calendar Management ➢ Work Experience: • EVEREST CREST COLLEGE -Administrative Assistant / Student Support Assistant -May 2023 – February 2025 Implemented an organized digital filing system for student records, improving accessibility and reducing retrieval time for staff, leading to quicker responses to student needs. • DOTPRENTALS COMPANY Airbnb Co-host / Guest Experience Virtual Assistant Feb, 2024 - Till Date 4 VIVIAN EDEM PORTFOLIO • Provided exceptional guest support by effectively communicating property information, promptly addressing guest inquiries, and resolving issues efficiently to ensure a positive and memorable stay • Managed and optimized 27 property listings across various platforms such as Airbnb, VRBO, and Booking.com, maximizing visibility and driving increased occupancy rates and positive guest reviews. • Streamlined guest check-in and check-out processes by coordinating logistics, providing clear instructions, and ensuring a smooth and seamless experience for all guests. • Enhanced the guest experience by providing valuable information about local attractions, events, and amenities, enriching their stay and fostering positive memories. • Cultivated strong relationships with both hosts and guests by implementing effective communication strategies, building rapport, and providing personalized service. • Successfully managed property operations by coordinating cleaning schedules, addressing maintenance issues, and ensuring the property remained wellmaintained and guest-ready to ensure a positive and memorable stay • Managed and optimized 27 property listings across various platforms such as Airbnb, VRBO, and Booking.com, maximizing visibility and driving increased occupancy rates and positive guest reviews. • Streamlined guest check-in and check-out processes by coordinating logistics, providing clear instructions, and ensuring a smooth and seamless experience for all guests. • Enhanced the guest experience by providing valuable information about local attractions, events, and amenities, enriching their stay and fostering positive memories. • Cultivated strong relationships with both hosts and guests by implementing effective communication strategies, building rapport, and providing personalized service. 5 VIVIAN EDEM PORTFOLIO • Successfully managed property operations by coordinating cleaning schedules, addressing maintenance issues, and ensuring the property remained wellmaintained and guest-ready. • ECO BANK NIGERIA, PLC July, 2019-November, 2023 Customer Services Representative/ Client Relation Specialist • Responded to customer inquiries about our products and services, providing accurate and timely information to enhance customer satisfaction. • Proactively identified and addressed customer needs to enhance satisfaction and loyalty, resulting in improved customer retention rates. • Efficiently and accurately processed a large volume of banking transactions, including deposits, withdrawals, transfers, and payments, adhering to strict regulatory guidelines and bank procedures. • Worked closely with other departments, such as Operations, IT, and Compliance, to resolve complex customer issues and ensure seamless service delivery. • Communicated with customers seamlessly through their preferred channels (phone, email, live chat), providing personalized assistance and ensuring a consistently positive customer experience. • Escalated complex problems effectively to higher-level support teams, providing valuable feedback to improve product and service offerings and enhance overall customer support processes. ➢ Education & Certifications • Lagos State Polytechnic HND in Mass Communication – 2018 • Professional Certification / Training Short-Term Rental / Virtual Property Management Certification By Digital Hospitality Hub. 6 VIVIAN EDEM PORTFOLIO • Other Trainings Mobile Graphics, Social Media Tools (WhatsApp, Facebook, Instagram, Twitter, Telegram) Usage and Automation ➢ Tools & Technologies: -Google Suite. -Microsoft Office. -Canva. -Loom. -Slack. -Zoom. -Monday.com and Trello. -VRBO. -HubSpot. -AirDNA. -Hostaway. -Ownerrez. -Guesty. -Airbnb. ➢ Testimonials/Reference: 7 -Lodify. VIVIAN EDEM PORTFOLIO 8 VIVIAN EDEM PORTFOLIO . 9 VIVIAN EDEM PORTFOLIO THANK YOU Thank you for taking time to explore my portfolio, I hope it gave you valuable insights to my skills, creativity and dedication to excellence, I am passionate about delivering results, collaborating with purpose, and adding value wherever I go too. I look forward to the possibility of working with you and contributing meaningfully to your goals. - VIVIAN EDEM 10