Customer Support & Maintenance Dispatch Specialist with real estate CRM experience. I handle inbound calls, escalations, maintenance coordination, and case documentation — across whatever role needs getting done.
Who I am
I'm Kerth Michael Yadao, a customer-facing professional based in Manila. Over the past two years at RealPage, Inc. — one of the leading real estate technology companies globally — I've gone from inbound maintenance calls to handling escalated cases directly with corporate management.
I'm transitioning into remote work because I want to work and explore with international clients, grow beyond the call center environment, and apply what I know in a more flexible, results-driven setup.
Ready for 40-hour/week remote engagements or part-time VA roles
Strong written and spoken communication with a professional tone
IT background + CRM-heavy work history
Lean Six Sigma training means I think in systems, not just tasks
What I offer
Every skill listed below comes from two years of actual corporate work and here's what I bring to the table.
Appointment setting for property viewings, tenant communications, maintenance coordination, and CRM updates. Backed by direct experience at a top real estate tech company.
Handling high-volume inbound calls, resident and client inquiries, escalation triage, and case logging. Experienced in staying calm and solution-focused under pressure.
Creating and updating records, managing case logs, building reports, and maintaining clean data across Salesforce and other CRM platforms.
Scheduling and confirming property viewings, service appointments, and prospect calls. Coordinating between parties and keeping records updated in the CRM.
SOPs, meeting notes, case documentation, and basic reports using Microsoft 365. Accurate, clearly formatted, and delivered on time.
Receiving and logging maintenance requests, coordinating with the relevant teams, and managing resident expectations throughout the process — accurately and without over-promising.
Tech stack
Career timeline
Elevated to a dedicated escalation-handling role. Worked directly with corporate management to resolve complex client issues and maintained accurate case records through Salesforce.
Handled inbound maintenance calls and appointment setting for residential leasing prospects. Worked across Genesys Cloud, Salesforce, and property management CRMs to support multifamily real estate clients.
Handled chat support for a sports streaming startup. Built foundational experience in high-volume digital support environments.
Proof of work
No freelance portfolio yet — but these are real-world scenarios based on my two years of corporate experience.
Modeled after real escalation calls I handled at RealPage — when a resident calls back because maintenance still hasn't shown up. Acknowledging the frustration, re-escalating the concern, and managing expectations honestly without committing to a timeframe we can't guarantee.
Hi [Resident], I completely understand your frustration — especially since you've already called about this before. I can see your work order is still open and I'm re-escalating this right now with a note that this is a callback. I'm unable to give you a specific time for when maintenance will be there, as their scheduling is handled on their end, but I've flagged this as a priority concern. Your work order number is [#] — please keep that handy for reference. I'm sorry this hasn't been resolved yet.
Based on the inbound call workflow I followed at RealPage — acting on behalf of property management to receive, document, and escalate resident concerns to the appropriate management team.
1. Greet caller per approved script · 2. Verify identity via account number or unit address · 3. Pull up resident account and review any existing cases in CRM · 4. Listen to concern and document it accurately with the appropriate category tag and priority level · 5. Advise resident that their concern has been logged and will be escalated to the property management team · 6. Create or update the case in CRM with full call notes · 7. Route escalation to the property management team for resolution — follow-up is handled on their end.
Beyond the screen
Outside of work, I compose and produce original music — mostly instrumental, moody, and reflective. My debut album Trajectories is a personal project I'm genuinely proud of.
Composed, arranged, and produced entirely by me. Made in my small bedroom.
And if you work in podcasting, media, or content creation, I understand the space firsthand and bring that sensibility to every project.
Let's work together!
I'm actively looking for remote VA opportunities. If you need someone reliable with real CRM and real estate experience — feel free to reach out.
Or email directly: yadaokerthmichael@gmail.com