Ian Anthony Moradas, Property Manager | Customer Service | Quality Analyst

About

I have a strong background in customer service, quality analysis, and property management, with extensive experience working for companies that support eBay, PayPal, Airbnb, VRBO, Booking.com, and other major booking platforms. My expertise spans short-term rental management, guest relations, dispute resolution, and virtual team coordination. I have successfully handled Airbnb claims, feedback removal, and escalations, ensuring smooth operations and guest satisfaction. Additionally, I specialize in pricing strategy, listing optimization, and revenue management to maximize property earnings. I am highly detail-oriented, proactive, and passionate about delivering exceptional service while optimizing business operations. Whether it’s managing virtual assistants, handling lease agreements, or resolving guest concerns, I thrive in fast-paced environments and am committed to driving results.

Experience

Stays By Monaco LLC

Jun 2022 – Dec 2024

Operations Manager

I oversaw the daily operations of short-term rental properties, ensuring everything ran smoothly and efficiently. I managed a team of virtual assistants, providing guidance, training, and performance feedback to maintain high-quality service. Guest communications, check-ins, and dispute resolutions were also part of my role, handling them through phone, email, and online platforms. I coordinated maintenance and repairs, working closely with vendors to keep properties in top condition while ensuring compliance with rental regulations and platform policies like Airbnb and Vrbo. Managing cleaning schedules and inspections was also a key part of my responsibilities, making sure properties met quality standards. Monitoring guest interactions, host/co-host communication, and overall customer service performance was essential to maintaining a great guest experience. I also worked on optimizing property listings to increase visibility and bookings. Using data analysis, I helped improve operations, maximize revenue, and enhance guest satisfaction. With strong leadership, problem-solving, and customer service skills, I was able to keep operations running smoothly. I’m highly organized, detail-oriented, and adaptable, making sure everything was handled efficiently, no matter the challenge.

ePerformax Contact Centers & BPO

May 2015 – Apr 2022

Quality / Performance Analyts

As a Quality / Performance Analyst, my role focuses on ensuring exceptional customer interactions by evaluating and improving service quality. My responsibilities include: - Monitoring and evaluating customer interactions (voice and email) weekly. - Providing real-time feedback to reinforce positive behaviors and correct areas of improvement. - Collaborating with the Operations Team to align quality goals and agent performance targets. - Working closely with Team Leads to effectively implement Quality Assurance processes. - Offering real-time support and guidance to agents while handling customer inquiries. - Investigating and responding to client call-outs, ensuring timely issue resolution. - Partnering with Quality POCs and fellow Quality Analysts for continuous development and career growth. - Preparing and presenting consolidated escalation reports to Operations. - Providing valuable insights to performance coaches, helping them identify agent behavior trends. - Identifying Quality Assurance gaps and working with leadership to develop strategic action plans for improvement. My goal is to enhance customer satisfaction, agent performance, and overall service efficiency through a data-driven and proactive approach to quality management.

ePerformax Contact Centers & BPO

Nov 2013 – May 2015

Community Support Specialist / Customer Service

A Community Support Specialist or Customer Support Specialist for eBay is responsible for assisting buyers and sellers with inquiries, disputes, and platform-related issues. This role involves responding to customer concerns via chat, email, or phone, ensuring a smooth and secure transaction experience. Key responsibilities include: - Resolving order issues, refunds, and disputes between buyers and sellers. - Guiding users on policies, account security, and best practices. - Assisting with listing optimization and marketplace navigation. - Handling feedback removal requests and policy enforcement cases. - Providing technical support for eBay tools and features. A successful specialist is customer-focused, problem-solving, and skilled in communication, ensuring a positive user experience while upholding eBay’s policies and trust within the marketplace.

Education

Xavier University - Ateneo de Cagayan

Jun 2009 – Oct 2013

Bachelor Science in Business Administration , Marketing/Marketing Management

Ian Anthony Moradas

Property Manager | Customer Service | Quality Analyst

Skills

Languages