Carlos Aguirre Property manager, Virtual Assistant, Operations Specialist,

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Virtual Assistant - Airbnb CoHost - Property Manager

OceanMiami

Apr 2022 - Current (4 years 1 month)

• Supported CEO in personal and professional tasks, including travel coordination and corporate document management. • Trained and onboarded 10+ new team members on company protocols, AI tools, and conflict resolution strategies, improving team productivity by 20%. • Oversaw end-to-end operations for 200+ Miami-based Airbnb properties (bookings, maintenance, guest communication), achieving 95% satisfaction (4.9/5 avg.). • Automated repetitive tasks using AI tools (Chatbots, PMS integrations), reducing operational costs and saving 15+ hours/week. • Reduced average response time from 1 hour to 10 minutes via AI-driven chatbots and live assistance. • Resolved 50+ high-priority customer disputes per week in English/Spanish, retaining

Call Center

Sitel, Concentrix, Sutherland, Teleperformance Colombia, Contact Point 360

Mar 2017 - Apr 2022 (5 years 2 months)

As a Call Center representative, I was responsible for providing exceptional customer service and support, ensuring client satisfaction through effective communication and problem resolution. I utilized various tools, including Google Sheets and Microsoft Excel, to manage data reporting and track customer interactions efficiently. My role involved handling inbound calls, managing petitions, complaints, claims, and suggestions (PQRS management), and maintaining strong client relationships through CRM systems like Salesforce. Additionally, I engaged in remote work, providing technical assistance and support via chat and email, which enhanced customer retention and success. I also reported user errors and software issues on a daily basis using

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Operations Manager

Trear Restaurant

Nov 2014 - Jun 2017 (2 years 8 months)

• Oversaw daily operations for a team of 15+ staff, boosting table turnover efficiency by 35% through optimized floor planning. • Enhanced guest satisfaction scores to 4.8/5 by implementing staff training programs and real-time feedback systems. • Reduced operational costs by 20% through inventory management improvements and vendor negotiations.

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English Teacher & Education Program Coordinator

Universidad de los Andes Venezuelan Education Ministry

Apr 2010 - Jul 2014 (4 years 4 months)

• Spearheaded English education initiatives across academia and public institutions, impacting 650+ students and 10+ schools through curriculum design and program coordination. Resulting in a 30% improvement in regional test scores. • Revamped English programs at university and K-12 levels, integrating digital tools (Moodle, Duolingo, Kahoot!, Zoom, Microsoft Teams), boosting student engagement by 40% and exam scores by 25-30%. • Standardized assessments for 500+ students, driving a 30% improvement in regional test scores and 90% course completion rates. • Mentored 20+ teachers and advised school administrators on pedagogy, resource allocation, and budget optimization, saving 15% in program costs. • Led workshops on bilingual education

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Hotel Receptionist & Hospitality Operations Specialist

Hotel Castillo de la Fantasía Hostal Casa Blanca VIP

Jan 2007 - Jun 2010 (3 years 6 months)

• Spearheaded front-desk operations for two hospitality venues, managing check-in/out processes for 100+ weekly guests with 95% accuracy in reservations and billing. • Streamlined workflows using PMS platforms (Opera PMS, Guesty, Streamline) and integrated Booking.com for automated reservations, boosting occupancy rates by 25%. • Resolved 50+ monthly guest complaints, maintaining a 4.7/5 average rating on TripAdvisor and ensuring seamless guest experiences. • Coordinated daily with housekeeping and maintenance teams to guarantee 100% readiness of 30+ rooms, optimizing turnover efficiency. • Trained 3+ new receptionists on hospitality protocols and PMS tools, standardizing service quality across teams. • Implemented real-time

Carlos Aguirre

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