RACHEL BROWN
Harrisburg
Summary
Self-motivated Virtual Assistant with strong organization and project management skills. Coordinating multiple, concurrent tasks efficiently, and with attention to detail. Strong communication with all levels of workforce, from business executives to hourly workers.
Overview
13
13
years of professional experience
Work History
Virtual Assistant - Email Marketing
Upwork
04.2020 - 11.2022
Property Manager
Upwork
12.2020 - 10.2022
- Respond to guest reservation inquiries.
- Process refund if necessary.
- Reach out to cleaners, maintenance, and exterminator people to schedule a service.
- Keep the property listing up to date.
- Assist the guest for their check-in and checkout, and during their stay if there is any issues that may arise.
- CRM USED: Hostaway, Zendesk, Guesty, Smartbnb, Track, Hospitable, Duve
Senior Case Manager
Airbnb
12.2018 - 12.2020
- Receive inbound calls from property owners and guests.
- My primary goal was a mediator between the guest and the host.
- Process cancellation, refunds, and billings.
- Handle resolution escalation (cleanliness issue, damage claims, safety concerns).
- Educate both parties on how Airbnb's policy works.
- CRM USED: Twilio
Technical Support
HCL Philippines
04.2017 - 12.2017
- Receive inbound chat from business owners globally.
- Assist the user to set- up their G suite email, from domain set up, as well as syncing to Outlook.
- Troubleshoot errors and escalate to L2 technical support if needed.
- Educate users on how Domain works, how to whitelist an email address, how to filter incoming emails and to segregate inboxes.
- Provide basic information on billings.
L2 - Technical Support
HP
04.2012 - 04.2017
- Receive inbound calls and make an outbound call if necessary or for technical follow-up.
- Perform basic troubleshoot on HP hardware components.
- Create ticket and transfer to hardware support for replacement if needed.
- Process sales for hardware replacement and warranty.
- Assist the user for basic computer setup.
- CRM USED: Salesforce
Customer Service
Microsoft
09.2009 - 01.2012
- Receive inbound calls from Microsoft home users.
- Validate the Microsoft software product if they are genuine or not.
- Generate Product key for Microsoft software (Windows & Office).
- Educate users about the different Microsoft Licenses.
- Transfer the users to technical team if issues need to be escalated.
Technical Support
Intuit QuickBooks
- Receive inbound calls from business owners.
- Assist the users to set up their QuickBooks, such as Payroll and Account receivable.
- Perform troubleshooting on errors.
- Process billing and sales for software warranty support.
- CRM USED: Zoho
Education
B.S. - MEDICAL TECHNOLOGY
CENTRO ESCOLAR UNIVERSITY
06.2001 - 03/2004
Skills
- Data entry accuracy
- Reservation management
- Technical troubleshooting
Timeline
Property Manager
Upwork
12.2020 - 10.2022
Virtual Assistant - Email Marketing
Upwork
04.2020 - 11.2022
Senior Case Manager
Airbnb
12.2018 - 12.2020
Technical Support
HCL Philippines
04.2017 - 12.2017
L2 - Technical Support
HP
04.2012 - 04.2017
Customer Service
Microsoft
09.2009 - 01.2012
B.S. - MEDICAL TECHNOLOGY
CENTRO ESCOLAR UNIVERSITY
06.2001 - 03/2004
Technical Support
Intuit QuickBooks
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