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Ivana Anselmi

@ivanaanselmi

Hospitality operations specialist at Brickon PM Short-Term Rentals who optimized Airbnb listings and guest experiences with pricing data and remote support.

Venezuela

Message

At Brickon PM Short-Term Rentals, I managed onboarding and optimization for short-term rental listings across Airbnb and other OTA platforms. I refined listing content and used Pricelabs and AirDNA data to inform dynamic pricing recommendations.

I coordinated remote check-ins and check-outs, supported guests in English and Spanish, and served as a liaison between property owners and operations teams. I also contributed to property-specific SOPs and proactive maintenance workflows.

At Airbnb, I supported guests and hosts with booking disputes, refunds, check-in issues, and other escalations. I handled 3,500+ cases with a 90%+ CSAT score; I also delivered remote English-Spanish interpretation across 1,000+ sessions at Multilingual Interpreters and Translators.

Experience

Work history, roles, and key accomplishments

Remote Listing Onboarding & Optimization Specialist

Brickon PM Short-Term Rentals

Dec 2024 - Apr 2026 (1 year 4 months)

Managed end-to-end onboarding of short-term rental listings onto Airbnb and OTA platforms, optimizing titles, descriptions, and amenity highlights to maximize visibility and booking conversion. Coordinated remote check-in/check-out experiences and served as liaison between property owners and operational teams.

Airbnb OTA Platforms Listing Optimization Guest Communication Pricelabs AirDNA Guesty HubSpot SOP Development KPI Monitoring

Bilingual Remote Interpreter

Multilingual Interpreters and Translators

Mar 2023 - Oct 2024 (1 year 7 months)

Delivered real-time bilingual interpretation across 1,000+ remote sessions in healthcare, legal, and social service environments. Maintained strict confidentiality and demonstrated adaptability across digital platforms.

Bilingual Interpretation CEFR C2 Español Nativo Confidentiality remote communication

Bilingual Customer Service Agent

Teleperformance

Dec 2019 - Nov 2022 (2 years 11 months)

Resolved 100+ weekly inbound inquiries related to order fulfillment and escalations in a high-volume remote environment. Maintained KPI performance including AHT, FCR, CSAT, and quality scores.

Customer Service Bilingual Support KPI Management Escalation Resolution Remote Work

Bilingual Hospitality Support Ambassador

Airbnb

Sep 2019 - Nov 2022 (3 years 2 months)

Delivered high-touch hospitality support for Airbnb guests and hosts via live chat and email, resolving booking disputes, refund requests, and check-in issues. Managed 3,500+ complex cases with a 90%+ CSAT score, meeting FCR and response time KPIs.

Guest Support Live Chat Email Support Conflict Resolution CRM documentation SLA Compliance Bilingual English Spanish

Bilingual Customer Support Agent

Sitel Group

Sep 2017 - Aug 2019 (1 year 11 months)

Provided bilingual inbound support for consumer service clients in a high-volume call center, resolving account, billing, and service inquiries with professionalism and first-contact resolution.

Customer Support Bi lingual Call Center Active Listening De escalation