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Onboarding Specialist at Frank Porter Vacation Homes Rental
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Competencies
Expert in managing customer inquiries and resolving issues efficiently.
Skilled in coordinating the onboarding process for new clients and properties.
Proficient in utilizing CRM systems for logging interactions and improving customer support.
Strong ability to communicate effectively across various channels and with diverse audiences.
Adept at identifying issues and implementing effective solutions in customer service scenarios.
Education
Languages
Summary
An experienced onboarding specialist with a strong background in customer service and collections. Proven track record in enhancing customer satisfaction and operational efficiency.
Key Achievements
- Successfully managed the end-to-end onboarding process for new property owners and tenants.
- Improved resolution efficiency of customer inquiries by 30% during tenure at My Stay Inn.
- Achieved over 90% First Contact Resolution (FCR) in collections role at Midland Credit Management.
- Maintained a customer satisfaction score of 90-95% while handling high-pressure inquiries.
Experience
Onboarding Specialist
Manage the end-to-end onboarding process for new property owners and tenants.. Coordinate documentation, compliance checks, and system setup for new listings.. Collaborate with internal teams (operations, maintenance, and customer support) for smooth transitions.. Handle customer queries and resolve onboarding-related issues efficiently.
Guest Experience & Customer Service
Managed 300+ monthly customer inquiries via phone, email, and chat. Resolved booking issues, refunds, and complaints, improving resolution efficiency by 30%. Maintained 90–95% CSAT and handled high-priority escalations with Airbnb and internal teams. Managed customer support for 120+ properties with accurate CRM documentation
Collections Associate
Handled 80–100+ inbound and outbound calls daily for payments and account support. Achieved 90%+ First Contact Resolution (FCR). Logged 100% of customer interactions in CRM systems.
Customer Service Representative
Delivered multi-channel support to global customers.. Resolved technical, billing, and service issues with 95%+ accuracy.