Nouman Zaheer

Dynamic Property Management Virtual Assistant and customer service expert with extensive experience in guest handling and complaint resolution in the short-term rental sector. Renowned for delivering exceptional customer service both virtually and in-person, ensuring high levels of guest satisfaction. Proven track record in managing property operations, coordinating bookings, and adhering to rental regulations.

Adept at leveraging technology to enhance operational efficiency while excelling in face-to-face interactions. Committed to fostering positive relationships with property owners and guests, ensuring a seamless and enjoyable experience for all. Passionate about providing tailored solutions that meet and exceed client's expectations.

Property Manager (Short Term Rental) - Northwest Hotel Group L.L.C - Blackburn, UK

(2023-10)

• Managed a portfolio of short-term rental properties, overseeing daily operations, guest relations, and property maintenance.
• Coordinated the marketing and advertising of listings on platforms such as Airbnb, booking.com, Vrbo, Hostaway, Pulse, Little hotelier, Guesty optimizing pricing strategies to maximize occupancy and revenue.
• Handled guest inquiries, bookings, and check-ins/outs, ensuring a seamless experience from arrival to departure.
• Developed and maintained relationships with cleaning and maintenance teams to ensure properties were in excellent condition and ready for guests.
• Conducted regular property inspections to ensure compliance with safety standards and quality assurance.
• Responded promptly to guest reviews and feedback, implementing improvements to enhance guest satisfaction.

Freelancer - Fiverr/Upwork

(2013-06)

Customer Service Expertise - Fiverr/Upwork

(2013-06)

• Delivered exceptional customer support for various clients, addressing inquiries via phone, email, and chat.
• Managed both long-term and short-term projects, ensuring high levels of client satisfaction and retention.
• Developed and implemented customer service protocols that improved response times by 30%.
• Collaborated with clients to understand their needs, providing tailored solutions to enhance customer experience.

Short-Term Rental Management - Fiverr/Upwork

(2013-06)

• Managed multiple short-term rental properties, overseeing all aspects from booking to guest communication.
• Handled property listings on platforms like Airbnb, Booking.com, Expedia, Hostaway, Little Hotelier Pulse and Vrbo, optimizing descriptions and photos to increase visibility and bookings.
• Conducted property inspections and coordinated maintenance, ensuring properties were in top condition for guests.
• Developed strategies to maximize occupancy rates, achieving an average occupancy of 85% across managed properties.
• Assisted property owners in managing residential and commercial properties, focusing on tenant relations and lease agreements.
• Streamlined communication between landlords and tenants, addressing issues promptly and professionally.
• Maintained accurate records of property maintenance, rent collection, and tenant feedback, leading to improved property management efficiency.
• Conducted market research to advise clients on rental pricing and market trends, increasing profitability for property owners.

Virtual Assistant - Fiverr/Upwork

(2013-06)

• Strong communication skills and the ability to multitask in fast-paced environments.
• Proactive problem-solver dedicated to ensuring smooth operations and supporting team goals.
• Managed schedules and coordinated meetings, ensuring seamless daily operations.
• Responded promptly to emails and phone inquiries, serving as a liaison between team members and clients.
• Maintained organized records and updated databases to ensure accuracy and accessibility.
• Proficient in managing spreadsheets for data analysis and reporting, utilizing advanced functions to optimize workflow.
• Experienced with CRM systems to track client interactions and manage relationships effectively.
• Assisted in managing social media accounts, creating content, and engaging with followers to boost online presence.
• Provided excellent customer support by addressing inquiries and effectively resolving issues.
• Proficient in Microsoft Office, Google Workspace, and various project management tools.

Customer Services Executive - Samsung Electronics - New York, NY

(2019-12 - 2023-08)

• Provided exceptional customer support via phone, email, and live chat, addressing inquiries regarding products, services, and technical issues.
• Resolved customer complaints efficiently, ensuring high satisfaction rates and fostering customer loyalty.
• Collaborated with cross-functional teams to improve processes and enhance the customer experience.
• Conducted product demonstrations and troubleshooting sessions to help customers maximize their use of Samsung products.
• Maintained accurate records of customer interactions and transactions in the CRM system, ensuring data integrity and compliance with company policies.
• Assisted in training new team members on customer service protocols and product knowledge.

Customer Services Executive - Achievements - Samsung Electronics - New York, NY

(2019-12 - 2023-08)

• Recognized for consistently exceeding performance metrics, achieving a 95% customer satisfaction score.
• Played a key role in a project that streamlined the complaint resolution process, reducing average response time by 20%.
• Received the "Employee of the Month" award for outstanding service and commitment to customer success.

Property Management Specialist (Short Term Rental) - STR Locator L.L.C - Miami, FL

(2016-05 - 2019-09)

As a Short-Term Rental Property Management Specialist, I expertly manage and optimize properties for short-term stays, ensuring an exceptional guest experience while maximizing revenue. My key responsibilities include:

• Provide outstanding customer service, addressing inquiries and concerns to enhance guest satisfaction and encourage positive reviews.
• Create and manage property listings on various platforms, utilizing effective marketing strategies to attract bookings.
• Oversee all aspects of the booking process, including inquiries, confirmations, and cancellations, ensuring smooth operations.
• Utilize CRM systems (Hostaway, Booking.com, Airbnb, Little Hotelier, Guesty, Pulse, pricelab) to track guest interactions, manage leads, and analyze guest feedback for continuous improvement.
• Schedule and supervise cleaning staff to ensure timely and thorough preparation of properties between guest stays.
• Coordinate regular maintenance and housekeeping services to maintain high standards of cleanliness and functionality.
• Analyze market trends and adjust pricing strategies to optimize occupancy rates and maximize income.
• Ensure properties meet all local regulations and safety standards, maintaining a safe environment for guests.

Bachelor's Degree