Luis Quilarque

Handled high volumes of multichannel customer inquiries via chat and email while meeting quality, productivity, and response-time targets. Managed cases across customer accounts, deposits, withdrawals, payments, and verification requests, performing document and information checks. Investigated operational and transactional incidents and escalated sensitive cases to Payments, Operations, Risk, and Compliance teams. Maintained traceable CRM and ticketing records to support case follow-up and data quality.

Managed reservations and customer requests for domestic and international guests, ensuring accurate and confidential handling of customer data. Coordinated internal follow-ups to resolve requests and tracked outcomes through completion. Addressed inquiries, complaints, and operational incidents using established procedures to support customer experience. Ensured up-to-date information and smooth coordination across departments.

Performed guest check-in and check-out procedures with data validation and real-time incident handling. Managed guest information and coordinated solutions with relevant departments. Followed operational workflows to resolve issues efficiently and maintain service continuity. Captured and processed operational updates as part of front desk administration.

Supervised daily front desk operations, monitoring service quality and adherence to internal procedures. Managed escalated guest cases, coordinated incident resolution, and ensured timely communication to stakeholders. Prepared operational reports for the department head and management. Supported process execution and consistency across the front desk team.

Coordinated guest service activities including reservations, request management, and incident resolution. Monitored and followed up on operational workflows to ensure service continuity. Worked with internal departments to resolve guest issues and maintain consistent service delivery. Managed coordination tasks to keep front desk operations running smoothly.