Ian González Krauss

Conducted quality audits and call evaluations to ensure service standards and regulatory compliance. Analyzed KPIs and operational performance to identify improvement opportunities, and collaborated with operations leaders on quality and process optimization initiatives.

Managed check-in, check-out, reservations, billing, and payments using SAP and internal systems. Provided guest service in person, by phone, and email, and performed night audits, cash closures, and daily reconciliation.

Performed KYC reviews and document verification to support fraud prevention and risk management. Evaluated customer information to ensure compliance with internal policies and applicable regulations, and escalated complex cases per established procedures.

Provided multilingual customer support via phone, email, and chat, managing reservations, modifications, and travel-related inquiries. Resolved issues while maintaining high service quality and customer satisfaction.

Welcomed guests and provided personalized professional service, assisting with luggage and room orientation. Handled guest requests and issues to ensure a quality experience in a multilingual environment, and supported minor maintenance tasks.

Provided personalized and professional service to guests, ensuring an excellent dining experience. Took orders, coordinated with kitchen, served food and drinks, and managed payments and cash.

Completed 180 hours of training in electrical installations for buildings and homes.

Completed 30 hours of training in occupational risk prevention.

Completed Python programming course at B2 level.

Completed 165 hours of training in basic electricity and electronics.

Completed 480 hours of training in administrative management.

Earned a technical degree in microcomputer systems and networks.