Dominique Osborne
Arlington,TX
Summary
Experienced professional with a strong background in hotel software technology-related roles. Proficient in hotel data analytics, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
9
9
years of professional experience
Work History
Client Services Specialist
Unifocus
Irving, TX
05.2023 - Current
- Diagnose and resolve technical issues in time and attendance system.
- Respond to client inquiries via phone and email, ensuring prompt assistance.
- Maintain accurate data entry and verification of time and attendance records.
- Collaborate with hotel's HR, payroll, and IT teams to enhance operational efficiency.
- Document customer interactions, troubleshooting steps, and resolutions accurately.
- Guide clients on budgeting processes and software utilization.
- Provide technical support for end-users facing hardware and software challenges.
- Coordinate with product and engineering teams to report bugs and suggest new features.
Connectivity Specialist
Image Technology Systems/ Visual Matrix Property Management System
Richardson, Texas
11.2020 - 05.2023
- Collaborated with vendors to address technical issues and facilitate seamless integration.
- Diagnosed and resolved connectivity issues among various hotel software systems, including PMS, Channel Managers, and CRS.
- Optimized connections with external platforms to ensure accurate, timely data exchange.
- Provided training and support to hotel staff on connected systems and troubleshooting connectivity issues.
- Ensured smooth data flow for rates, inventory, and booking information across different systems.
- Served as point of contact for stakeholders regarding connectivity solutions and inquiries.
- Project Management
Product Expert/Supervisor
Image Technology Systems/ Visual Matrix Property Management System
Richardson, Texas
01.2020 - 11.2020
- Monitored call recordings to ensure compliance with protocols and identify improvement areas.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Reviewed daily reports on call volume, sales, and abandoned calls for performance insights.
- Maintained accurate customer interaction records using CRM system.
- Oversaw call center operations to uphold performance standards.
- Prepared comprehensive reports on team performance and customer feedback for management review.
- Coordinated with DevOps to troubleshoot technical issues affecting call center productivity.
- Addressed escalated customer service concerns to sustain satisfaction and foster relationships.
Support Technician
Image Technology Systems/ Visual Matrix Property Management System
Richardson, Texas
04.2019 - 01.2020
- Resolved customer service issues through guidance and escalation for advanced support.
- Delivered remote technical assistance using screen sharing and control tools.
- Acted as initial point of contact for incoming technical service inquiries.
- Established and nurtured strong customer relationships to meet quality standards.
- Supported software installation processes for enhanced user experience.
- Assisted customers with diverse technical issues via email, chat, and phone.
- Created support tickets and resolved software-related technical issues efficiently.
Front Desk Supervisor
Hilton Garden Inn
Houston, Texas
05.2017 - 04.2019
- Oversaw recruiting and hiring processes, ensuring quality candidate selection.
- Conducted regular audits of front desk operations to uphold service standards.
- Delegated tasks to staff, establishing clear priorities and objectives.
- Prepared reports on occupancy rates, revenue, and customer satisfaction metrics.
- Assisted guests during check-in, providing information on hotel services.
- Answered customer inquiries promptly via telephone to enhance guest experience.
- Scheduled space and equipment for meetings, conferences, and special programs.
- Managed inventory levels of front desk supplies to ensure availability.
Front Desk Agent
Hilton Garden Inn
Houston, Texas
04.2016 - 05.2017
- Distributed keys and access cards to guests during check-in process.
- Answered phone calls promptly while maintaining professionalism.
- Reserved guest rooms through phone, in-person, and computer systems, providing confirmations.
- Monitored reservations for incoming parties and special events effectively.
- Addressed customer complaints courteously and professionally.
- Processed payments, issuing receipts and correct change to customers.
- Assigned rooms based on availability and guest preferences.
- Maintained cleanliness and presentation of lobby area consistently.
Education
Some College (No Degree) - Business Management
Prairie View A&M University
Prairie View, TexasSome College (No Degree) - IT- Data Analytics
Strayer University
Dallas, TXSkills
- Excel
- SQL Server
- Supervising
- Zoho CRM
- Jira CRM
- Logman
- Technical support
- Data entry
- System integration
- Customer service
- Time management
- Attention to detail
- Performance analysis
- Problem solving
- Software utilization
- Organization and recordkeeping
- Call triage
- De-escalation techniques
- Escalation management
- Saas
Awards
- Employee of the month, 04/01/18
- Expertise Award, 12/01/22
Timeline
Client Services Specialist
Unifocus
05.2023 - Current
Connectivity Specialist
Image Technology Systems/ Visual Matrix Property Management System
11.2020 - 05.2023
Product Expert/Supervisor
Image Technology Systems/ Visual Matrix Property Management System
01.2020 - 11.2020
Support Technician
Image Technology Systems/ Visual Matrix Property Management System
04.2019 - 01.2020
Front Desk Supervisor
Hilton Garden Inn
05.2017 - 04.2019
Front Desk Agent
Hilton Garden Inn
04.2016 - 05.2017
Some College (No Degree) - Business Management
Prairie View A&M University
Some College (No Degree) - IT- Data Analytics
Strayer University
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