Hessa G.

Client & Operations Manager | Virtual Assistant | PropertyMe Specialist 10+ years in customer service, 6+ years leading teams, supporting Australian businesses remotely I help Australian businesses keep clients happy and operations running smoothly. I'm a Client Manager at Manhattan Maids, a cleaning and home services company, and a former PropertyMe software support specialist with 4 years of hands-on PropertyMe experience. I combine frontline customer support with the leadership and process skills to keep things organised and moving. What I do day to day: - Manage client bookings, schedules and relief arrangements across multiple states - Coordinate with contractors, NDIS representatives and stakeholders - Prepare quotes and invoices, and follow up payments - Handle escalations, complaints and quality follow-ups, from spot checks to resolution - Lead and coach a customer support team, with performance reviews and quality assurance - Create training materials, FAQs and handover templates that save time My expertise: ✔ Customer Service and Customer Success Management ✔ Email, Phone and Chat Support ✔ Client Relationship Management (Australian and NDIS accounts) ✔ Property Management Support (PropertyMe, including maintenance request tracking and follow-up) ✔ Calendar, Booking and Appointment Coordination ✔ CRM and Tools: Zendesk, Airtable, PropertyMe, WhatsApp, Xgrow, Google Workspace and Microsoft 365 ✔ Team Leadership, Coaching and Quality Assurance ✔ Escalation Resolution and Customer Retention ✔ KPI Tracking, Reporting and Process Improvement Industries I've supported: property management, home services, healthcare-related services, telecommunications and e-commerce. Why clients work with me: - I follow up persistently, so nothing falls through the cracks - I understand Australian business standards and communicate in clear Australian English - I work independently and take ownership from start to finish - I improve processes instead of just responding to problems If you need a dependable, detail-oriented professional who can take over your client communication, scheduling or maintenance coordination, send me a message and let's talk about what's slowing you down.