Gustavo Cruz

High call volume. Slow follow-up. A sale or support team that's always "too busy" to close the loop? That's the gap I fill. I'm a Sales, Customer Experience, and Remote Property Management specialist with nearly 15 years of experience across call center operations, telesales, and short-term rental management. I've worked both on the phones and behind the systems that support them, so I understand what it actually takes to turn a call into revenue, or a guest issue into a five-star review, without burning out the team or the customer. Where I add value: * Remote Property Management (STR): Currently managing listings across Airbnb, Booking. com, VRBO, and HomeAway for a 40-unit portfolio inside a 31-floor building. I'm the point of contact between guests, cleaners, maintenance, and owners, keeping small issues from becoming bad reviews or costly problems. Average response time of 5 to 15 minutes even during high-volume periods. Guest satisfaction score: 4.8 * Appointment Setting & SDR Support: Cold calling, lead follow-up, and qualified meeting booking for closer teams. Built and ran cold-calling SOPs from scratch at two companies. * Customer Support / CX: First-contact resolution, calm and clear communication under pressure, high-volume call/email/ticket/chat handling with a 5-minute response benchmark. * Call Center Operations: Managed teams, trained new hires, built SOPs, and reported directly to ownership/CEO level. * Sales Operations: CRM upkeep, pipeline hygiene, activity tracking, and offer/script refinement that makes outreach sound human instead of scripted. How I work: I operate against targets and KPIs because I want to know what success actually looks like, not guess at it. I flag process problems before they get bigger, and I treat every guest interaction or sales call as a chance to protect or grow a relationship, not just clear a queue.