May Christine Madeja Ladeza
Verified Expert in Support and Operations
Support & Operations Expert
Oras, Eastern Visayas, Philippines
Toptal member since February 24, 2026
May is a customer service professional with experience in telecommunications and short-term rental management. She specializes in handling inquiries, resolving concerns efficiently, and ensuring every client interaction is positive and professional. May is detail-oriented, empathetic, and solution-focused, always aiming to make customers feel heard, valued, and supported. Her goal is to deliver reliable service that builds trust and long-term client relationships.
Expertise
- Airbnb
- Booking Management
- CRM
- Communication
- Conflict Resolution
- Customer Service
- Issue Management
- Problem Solving
Work Experience
Property Management Specialist
Freewyld
- Managed 5+ short-term rental listings, maintaining a 95 – 98% occupancy rate year-round.
- Managed calendar synchronization across 3+ booking platforms, preventing double bookings entirely.
- Resolved 90% of guest issues on first contact, increasing 5-star reviews by 25%.
- Analyzed guest feedback trends and introduced improvements that raised overall satisfaction ratings from 4.6 to 4.9.
- Implemented SOP checklists for turnovers, decreasing operational errors by 35%.
Short-term Rental Virtual Assistant
Avada Properties
- Optimized messaging and processes, improving guest satisfaction ratings from 4.6 to 4.9.
- Coordinated cleaning and maintenance, reducing delays by 30%.
- Responded to guest inquiries weekly, cutting response time by 40%.
- Monitored guest feedback and introduced improvements, raising overall satisfaction from 4.6 to 4.9.
Education
Diploma in Entrepreneurial Management
Rizal Technological University - Philippines
Skills
Tools
Slack
Administrative Operations
Customer Service, Calendar Management, Maintenance, Time Management, Presentations
Collaboration Tools
Zoom
Customer Experience
Review Responses, Attention to Detail, Team Collaboration
Customer Support
Booking Management, Communication
Operations
Data Entry SOP Adherence
Professional Skills
Multi-tasking, Problem Solving, Conflict Resolution Support, Critical Thinking
Productivity Suites
Microsoft Excel
Sales Operations
CRM
Skill Ladders
Conflict Resolution
Tool Features
Reporting
Other
Hostfully, Airbnb, Guest Communication, Property Management, Remote Communication, Cleaning Coordination, Google Workspace, Google Business Profile, Microsoft Office, Breezeway, Written Communication, Academic Databases, Issue Management, Process Improvement, Data-driven Decision-making, Operations Coordination, SOP & Quality Control, Online Research Platforms, Automation
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