Shella M.

I help hotels, short-term rental businesses, and growing companies manage daily operations, improve customer experience, and keep their teams and processes organized. With 16 years of professional experience across hospitality, customer service, quality assurance, fraud operations, healthcare support, and remote operations, I bring practical experience and a process improvement mindset to every project. HOW I CAN HELP HOSPITALITY AND PROPERTY OPERATIONS - Reservation and booking management - Guest inquiries, messaging, check-in, and access coordination - Booking extensions, upselling, rate communication, and occupancy support - Property management system administration - Housekeeping, maintenance, and vendor coordination - Guest complaints, refund requests, escalations, and review management - Standard operating procedures, property inspections, and quality control checklists REMOTE OPERATIONS AND ADMINISTRATIVE SUPPORT - Daily operations monitoring and reporting - Task tracking, follow-ups, and team coordination - Customer relationship management and record updates - Workflow organization and documentation - Process audits, issue tracking, and corrective action follow-through - Customer support workflows and escalation management CUSTOMER SUPPORT AND QUALITY ASSURANCE - Email, chat, and phone support - Customer service quality audits and coaching - Performance monitoring, reporting, and root cause analysis - Fraud operations, case investigation, and dispute handling - Ticket documentation, service level monitoring, and escalation management HEALTHCARE SUPPORT AND SCHEDULING - Appointment scheduling and confirmation - Patient and customer follow-ups - Coordination with healthcare providers and service partners - Lead verification, record management, and scheduling support TOOLS AND SYSTEMS Experience with hotel reservation systems, property management software, customer support platforms, customer relationship management systems, remote reception tools, and scheduling applications. My professional background includes hospitality operations in Sydney, healthcare scheduling support for Australian and US-based businesses, and quality assurance and fraud operations experience in major banking organizations. I believe reliable operations require clear communication, accurate records, timely follow-ups, consistent standards, and accountability when problems arise. If you need an experienced professional to manage daily operations, improve workflows, support customers, or help your team stay organized, I would welcome the opportunity to discuss your business needs.