Customer Service Support Specialist

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Tyson Hogan

**************@*****.*** 386-***-**** Orlando, FL

Summary

Dynamic Implementation & Training Specialist with 20 years of extensive experience in the hospitality sector, specializing in the deployment of advanced Property, Sales, and Revenue Systems for Hilton Hotels Worldwide. Proven track record in leading cross-functional teams, troubleshooting complex systems, and delivering impactful training programs that enhance client satisfaction. Eager to leverage my technology expertise and client-facing skills to drive success as an Implementation Specialist.

Education

Louisiana State University

Bachelor of Arts, Interdisciplinary Studies (Computer Science, Business Administration, and Sociology) 2025

Alvin Community College

Associates of Arts Degree, Business Studies 2001 Certifications & Additional Training

Cyber Security, Employment Practicies, Insurance Verification, Policy Compliance, Ethics. Technical Skills

• Proficient in OnQ Property & PEP Management Systems, FMS-Hilton Forecast Management Systems, and various Point of Sale Systems (Micros, Impulsify, Agilysys).

• Experienced in SQL Server Management Systems and Key Lock Systems (SAFLOK, MIWA, Onity).

• Skilled in Cisco Server and Switch Installations, building Hilton PMS Servers, and utilizing Profit Sage, HotSOS, Kipsu, and Hotel Effectiveness Spring Miller Systems Touch.

• Competent in Microsoft Office Suite, Citrix, ADP, and Timesaver Payroll Systems

• Insurance Verification, Claims Processing, Documentation Management, Guest Support, Policy Compliance, Incident Reporting, Coordination with Providers, Staff Training, Risk Assessment, Customer Service.

2

Work Experience

Agilysys

Implementation & Training Specialist 2023 - Current

• Collaborated with Project Management to assess operational considerations, manage project scope, and optimize Agilysys product configurations for enhanced efficiency. Worked with client teams to create processes, procedures, and documentation to improve implementation and training services.

• Gathered site requirements and recommended operational designs to ensure installation preparedness. Configured and tested system setups, coordinating with the Integration Team to schedule and test relevant interfaces.

• Developed training materials and conducted sessions for end users, providing live operational support for various business cases. Compiled detailed project documentation post-completion to equip the Customer Care team with essential support information. Hilton Hotels Worldwide

Implementation & Training Specialist, Global Deployment & Change Management 2018 -2023

• Spearheaded the deployment of cutting-edge Property, Sales, and Revenue Management Systems across multiple North American locations, ensuring seamless integration and optimal performance.

• Successfully facilitated the openings and conversions of over 100 properties, overseeing system database construction, network configuration, and hardware installation.

• Acted as the primary liaison for hotel management, coordinating with quality assurance and brand representatives, and leading system interface troubleshooting with various vendors to maintain project timelines.

• Delivered comprehensive staff training sessions, achieving a 98% satisfaction rating from property managers and a 96% training satisfaction score from team members, enhancing overall client engagement and operational efficiency.

Hammock Beach Resort

Director of Front Office 2016 - 2018

• Effectively managed departmental expenses, exceeding financial targets while ensuring profitability and high-quality guest services.

• Developed and implemented communication strategies that significantly improved guest satisfaction ratings from 80% to 93%. Fostered interdepartmental collaboration to deliver exceptional service aligned with AAA four-diamond standards.

• Managed insurance verification and claims processing, ensuring compliance and efficient handling of guest inquiries. Maintained accurate documentation of insurance policies and incidents, facilitating effective communication with insurance providers.

• Trained staff on insurance procedures and best practices to enhance service delivery and minimize risks.

3

Plaza Resort & Spa

Director of Front Office 2013 - 2016

• Enhanced customer service satisfaction scores by 10% (83% to 93%) through the introduction of tailored, hands-on training programs focused on technology integration and client interaction. Led a diverse team of 40 associates, ensuring efficient front office operations and high-quality guest services

• Managed insurance verification and claims processing, ensuring compliance and efficient handling of guest inquiries related to insurance coverage.

• Maintained accurate documentation of insurance policies and incidents, facilitating effective communication with insurance providers.

• Trained staff on insurance procedures and best practices to enhance service delivery and minimize risks.

Hilton Daytona Beach

Assistant Front Office Director, Hotel Assistant Manager, Valet Account Manager, Reservations

& Inventory Manager 2004 - 2013

• Developed and implemented standard operating procedures for front office operations, enhancing team efficiency and guest service quality through technology. Designed training programs for relief managers focused on quality assurance compliance to enhance the guest experience.

• Managed insurance verification and claims processing, ensuring compliance and effective handling of guest inquiries.

• Collaborated with sales and catering departments to execute group requirements and improve communication, boosting guest satisfaction.

• Led a team of eight Reservations Sales staff and oversaw 35 remote agents, maintaining high client satisfaction and operational efficiency. Directed recruitment and training for a team of 35+, ensuring operational excellence and adherence to policies.

• Instituted damage and insurance claim reduction programs, improving staff proficiency and minimizing financial liabilities.

• Maintained documentation of insurance policies and incidents for effective communication with providers.

• Managed guest room rates and inventory to optimize revenue and ensure accurate billing. Created accurate revenue forecasts to support strategic planning and performance tracking.

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