Anna Marie S.

I’m all about helping you level up and get the extra results you deserve. With 5+ years of hands-on experience as a Guest/Reservation Specialist and Property Manager in the dynamic world of short-, mid-, and long-term rentals, I bring expertise that drives success. I’ve also spent 5+ years ensuring top-notch Quality Assurance in industries like hotel reservations and background checks, fine-tuning every detail for excellence. In the past 2 years, I’ve worked as a Healthcare/Home Care Scheduler in a multi-state agency, coordinating care across the USA. And I’ve got 1 year of experience as a Scheduler and Admin in the fast-paced Cleaning Business. Here’s where I can help you shine: ✅ Travel/Hospitality/Booking - Manage Check-ins and check-outs - Send guests check-in information and ensure they are prepared for their trip - Update rates or listing details following the clients' preference - Quick response to guest queries - Managed client reservations from booking their travel needs, assisting mid travel and handling post travel concerns and requests. - Worked on escalation cases for compensation requests - Manned email/chat/call queues and made sure all email requests were attended to. Tools: Voyager, Oracle, Navigator, Eureka, Cisco Websites: Expedia.com, Hotels.com, Booking.com ✅ Quality Assurance - Monitor a statistically significant sample for establishing levels of quality - Provide feedback on all monitors - Ensure all frontline staff are monitored regularly - Attend calibration sessions to ensure common language among the team - Improve quality monitoring processes to improve the overall quality of the organization - Coach or train individuals that need to improve their level of quality - Perform Audits to ensure quality standards - Conducting 101 Feedback, Team Huddles/Briefings, Ops/Quality Meetings - Conduct detailed RCA (Root cause analysis) for continuous Process Improvement - Act as a POC for stakeholders and team members - Adhere to Updating Trackers on time and as required - Cross Check -Validation & ATA ✅ Home Care Scheduler - using various Healthcare CRMs (Generations, Wellsky, Axiscare & Kantime) - Scheduling: Creating and managing work schedules for medical staff, ensuring appropriate coverage for different shifts and departments. - Shift Confirmation and Coordination: Confirming staff availability and coordinating shifts to ensure smooth and continuous operations. - Cancellations and Replacements: Managing staff absences and cancellations by arranging suitable replacements and ensuring minimal disruption to patient care. - Communication: Facilitating communication between medical staff and management, relaying important updates, changes, and instructions. - Collaboration: Working closely with various departments to align schedules, optimize resource allocation, and address any staffing challenges that may arise. Tools: Generations, Wellsky, Kantime, Axiscare, CareAcademy, Slack, Sandata EVV, Chronotek EVV, Relias Training. ✅ Scheduler & Admin for Cleaning business - Scheduling: Coordinate and schedule cleaning appointments for residential and commercial clients. Manage scheduling software or systems to ensure efficient use of cleaning staff time. Adjust schedules as needed due to cancellations, rescheduling, or staff availability. - Customer Communication: Respond to customer inquiries via phone, email, or online platforms. Provide clients with information about services, pricing, and availability. Handle follow-ups on feedback or issues regarding services provided. - Administrative Support: Maintain and update client records, service history, and invoices. Process booking charges through BookingKoala. - Support the management team with day-to-day administrative tasks as needed. - Staff Coordination: Ensure cleaning staff are informed of their daily tasks and locations. Maintain clear communication with staff about changes in schedules or special instructions. Monitor and report on staff performance or any operational challenges. Tools: Booking Koala, Calendly, BreezeWay, Turno, Hospitable, Google Leads, Slack, and Indeed.