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HARLEY

Property Manager

Social Media Manager

Virtual Assistant

About

My name is Harley Keith

My unwavering commitment to my work and insatiable drive for personal growth have propelled me towards extraordinary projects and invaluable experiences. I am deeply grateful to be engaged in a profession that ignites my passion, and I wholeheartedly embrace the opportunity to share my finest practices with others.

PAST EXPERIENCE

VIRTUAL PROPERTY MANAGER

Answer inquiries from guests Investigate and resolve issues raised by Airbnb users.

Mediate between Airbnb representatives and guests.

Manage listing, Calendar, and House rules.

Schedule cleaners and maintenance.

LEAD PROPERTY MANAGER

Respond to guest inquiries promptly and courteously.

Act as a mediator between Airbnb representatives and guests.

Ensure accurate management of listings, calendars, and house rules.

Investigate and resolve issues raised by Airbnb users promptly.

Schedule cleaning services and maintenance tasks efficiently.

Establish Standard Operating Procedures (SOPs).

Manage team schedules, including offshore teams.

Conduct meetings and provide training for the team.

Offer coaching and support for team members' development.

DATA ENTRY

Tracking of orders
Excel and Google sheet Data Entry
Creating posts for social media accounts

VIRTUAL ASSISTANT | SMM

Managing social media account (Facebook, Instagram, Tiktok, Linkedin, Pinterest,)
Incharge of Marketing Posters.
Managed appointments and calendars and booked meetings with new and existing clients.
Video and Picture editing
Responsible for Interactions with the public through implementing content strategies on social media platforms.
Analyzing engagement data, identifying trends in customer interactions and planning videos or content to post.
Admin Task creating presentation Canva, Kapwing, Clipchamp

CLAIMS INVENTORY

Card Disputes & Recovery is responsible for processing and resolving customer claims and inquires related to non-fraud and fraud-related transactions on Chase credit cards
Retail Customer Claims assists customers with electronic/check fraudulent and merchant dispute transactions on Debit Card,

CO-HOSTING | VIRTUAL ASSISTANT

Answer inquiries from guests
Investigate and resolve issues raised by Airbnb users.
Mediate between Airbnb representatives and guests.
Manage listing, Calendar and Houserules.
Schedule cleaners and maintenance.

SENIOR CASE MANAGER

Answer inquiries from Airbnb users.
Investigate and resolve issues raised by Airbnb users.
Mediate between Airbnb hosts and guests.
Explain Airbnb policies to users.
Conducts daily/weekly/monthly quality audits of team members’ work on different lines of businesses, i.e. call recordings, email and chat transcripts, real-time side-by-side monitoring, etc.
Coaches, trains, and develops your team on a weekly basis or whenever necessary to achieve efficiency and quality performance results including periodic updates we receive from our clients
following business-standard practices.
Records and maintains the team’s individual and overall performance for reporting purposes based on their manager’s advice.
Develops, manages, and monitors KPIs and drives the team to work in meeting and exceeding the expectations of clients.
Conducts employee engagement to drive the team’s overall performance – productivity, reliability, and quality; works well with Management to make sure all retention efforts are exhausted in minimizing turnover rate.
Monitors and observes the agent's behaviors while on the production floor and to be agile in escalating to HR any deviations for progressive discipline.