Natalia - Administrative Assistant

Demonstrated experience with Zendesk.

Demonstrated experience with Hosthub.

Demonstrated experience with Landlord Vision.

Demonstrated experience with Booking.com.

Demonstrated experience with Airbnb.

Led diversification of a traditional long-term rental portfolio into short-term stays, converting six properties and developing listing, pricing, booking, guest support, and compliance processes from the ground up; achieved approximately 50% higher profitability per property than the HMO model.. Coordinated remote operations for a 20+ property portfolio spanning HMO and short-term rentals, managing scheduling, maintenance, vendor and contractor coordination, customer support, and administrative workflows across multiple time zones.. Managed customer support cases end-to-end, including issue tracking, complaint resolution, maintenance coordination, follow-up communication, and escalation of urgent operational issues.. Reduced rent delinquency across 70 HMO tenants from multiple recurring cases to one outstanding tenant through proactive customer communication, structured follow-up, and issue tracking.. Coordinated external vendors and contractors for cleaning, maintenance, repairs, and property issues, ensuring work was scheduled, followed up, and documented.. Managed listings, pricing, reservations, and guest communication across Booking.com, Airbnb, Hosthub, and Landlord Vision, resolving booking conflicts and customer inquiries directly.. Maintained billing, invoicing, compliance documentation, and operational records using Square and internal systems, achieving a zero-error standard across recurring audits.. Created SOPs, onboarding materials, and process documentation for incoming staff, supporting consistent workflows and reducing ramp-up time.. Worked independently within a remote, cross-timezone environment, coordinating priorities and communicating asynchronously with staff, customers, contractors, and other stakeholders.

Coordinated structured language programs for 40–50 students per semester across CEFR levels A1–C1, balancing scheduling, documentation, communication, and program delivery.. Managed administrative operations including student records, scheduling, attendance tracking, assessment documentation, and progress reporting.. Handled high-volume parent and student communication, resolving concerns, providing progress updates, and coordinating follow-up across departments.. Supported operational planning, resource coordination, school events, and cross-functional activities while working with minimal supervision.. Developed structured teaching materials and repeatable processes, strengthening skills later applied to SOP creation, onboarding, documentation, and operational coordination.