Gladys Balleras
@gladysballeras
I manage short-term rentals, guest experiences, and seamless multi-platform property operations.
PhilippinesWhat I'm looking for
At Vacation Aruba, I managed multiple Airbnb, VRBO, and short-term rental listings from guest inquiry through checkout. I kept calendars synchronized, handled bookings and cancellations, and resolved guest concerns quickly.
I created and optimized listing photos, captions, titles, descriptions, and amenities to improve visibility and conversion. I also coordinated housekeeping, maintenance, repairs, and turnovers through Breezeway to support five-star stays.
At Wine Vault, I delivered high-volume customer support across email, live chat, and phone, handling orders, deliveries, billing disputes, and refunds. I achieved 95%+ KPI performance in ticket resolution, response time, and customer satisfaction.
My background also includes airline operations, automotive guest relations, and resort hospitality. I bring practical experience with Guesty, 365Villas, Zendesk, CRM systems, and guest-focused communication.
Experience
Work history, roles, and key accomplishments
Customer Service Virtual Assistant
Wine Vault
Aug 2025 - Jun 2026 (10 months)
Delivered end-to-end customer support for a wholesale distribution business, managing high volumes of inquiries via email, live chat, and phone regarding orders, deliveries, billing, and product issues. Handled billing disputes, order discrepancies, and refund requests, consistently achieving 95%+ KPI performance in ticket resolution, response time, and customer satisfaction using OpenCart, Zendes
Airbnb Virtual Assistant / Listing Coordinator
Vacation Aruba
Jan 2024 - Jul 2025 (1 year 6 months)
Managed short-term rental operations for multiple properties on Airbnb, VRBO, and other platforms, responding promptly to guest inquiries and handling bookings, confirmations, and cancellations while keeping calendars synced across platforms to prevent double bookings. Created and optimized listings to maximize visibility and conversion, and coordinated with maintenance and housekeeping teams via
Managed real-time customer inquiries via live chat, handling up to five concurrent conversations covering booking modifications, flight status, and loyalty benefits. Booked, modified, and cancelled tickets while explaining fare rules and travel requirements.
Guest Relations Officer / Sales Executive Assistant
AW Rostamani
Jan 2013 - Dec 2020 (7 years 11 months)
Assisted the sales team with invoicing, contracts, and vehicle deliveries. Updated CRM sales data and coordinated with leads to schedule appointments.
Guest Relations Officer
Kuramathi Resort
Jul 2008 - Nov 2012 (4 years 4 months)
Welcomed guests, resolved requests and issues promptly, and coordinated with housekeeping and concierge teams to build long-term guest relationships.
Education
Degrees, certifications, and relevant coursework
Philippine Christian University
Bachelor of Science, Business Administration
Pursued a Bachelor of Science in Business Administration, gaining foundational knowledge in business principles and management.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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