Jana Jernigan Harden
Lake Jakcson
Summary
Proven professional in Vacation Rentals/Property Management and Adventure Tourism industries with expertise in client retention and operational enhancements. Demonstrated ability in strategic planning and team leadership, driving efficiency and growth through effective vendor and client relationship management. Committed to delivering exceptional results in fast-paced environments and driving customer satisfaction with a proactive approach.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Executive Operations Manager - Account Manager
979 Vacation Rentals
Freeport
06.2023 - Current
- Oversee daily operations and client account management for a growing portfolio of short-term rental properties.
- Develop systems and procedures to improve operational quality, streamline communication, and enhance team efficiency.
- Lead strategic initiatives for client satisfaction and retention while managing vendor relationships to control costs.
Sr. Operations Associate
AvantStay
West Hollywood
09.2020 - 11.2022
- Delivered leadership and operational oversight across multiple property markets, ensuring seamless day-to-day operations.
- Developed and implemented operations audit programs with findings presented to C-level management.
- Collaborated on Google Sheet dashboards to track KPI metrics for Field Operations, enhancing visibility and accountability.
Operations Manager
STR Management, LLC
Austin
10.2018 - 10.2020
- Hired, onboarded, and managed property managers and housekeeping teams, elevating guest and owner satisfaction rates within 12 months.
- Expanded portfolio by 25% over three months through strategic management and recruitment efforts.
- Developed and refined onboarding processes to enhance efficiency and reduce timelines for the financial viability of properties.
Operations QA Manager
Turnkey Vacation Rentals
Austin
08.2015 - 10.2018
- Established Quality Assurance Department amid rapid expansion from 32 to 55 markets.
- Hired and onboarded seven Quality Assurance Supervisors within nine months, enhancing satisfaction rates.
- Doubled Guest Net Promoter Score (NPS) from 30 to 61 in three months by resolving a critical procedural bottleneck.
- Developed a tracking process for over 10,000 property reviews to improve response efficiency.
- Systematized daily analysis of SLA metrics and Salesforce data, recovering thousands in unbilled cases.
- Identified and nurtured subject matter experts into effective field operator coaches.
- Reduced manager training load and implemented process improvements for over 100 field operators.
Operations Manager
Milagro Management & Sibu Tours
Playa Hermosa
12.2011 - 07.2015
- Negotiated contracts with third-party Costa Rican vendors, achieving a25% reduction in annual expenditures.
- Revamped housekeeping schedule to minimize overtime and enhance service quality.
- Managed a team of 12 hospitality workers across housekeeping, concierge, rental, and maintenance departments.
- Developed and systematized comprehensive business processes from inception.
- Created website and social media strategy, increasing inbound inquiries from zero to multiple daily requests.
Education
M.A. - Psychology
Houston Baptist University
Houston, TXB.A. - Psychology
Baylor University
Waco, TXSkills
- Team leadership
- Account and vendor management
- Project management
- Client retention
- Operational improvement
- Executive scheduling
- Expense processing and invoicing
- CRM expertise
- Microsoft Office proficiency
- Google Workspace skills
- Problem-solving abilities
- Conflict resolution strategies
- Attention to detail
- Operations management
- Strategic planning
Websites
Certification
Licensed Professional Counselor - Texas #20085
Timeline
Executive Operations Manager - Account Manager
979 Vacation Rentals
06.2023 - Current
Sr. Operations Associate
AvantStay
09.2020 - 11.2022
Operations Manager
STR Management, LLC
10.2018 - 10.2020
Operations QA Manager
Turnkey Vacation Rentals
08.2015 - 10.2018
Operations Manager
Milagro Management & Sibu Tours
12.2011 - 07.2015
M.A. - Psychology
Houston Baptist University
B.A. - Psychology
Baylor University