William Turner
Honolulu,HI
Summary
IT and customer experience professional with 10+ years across hospitality, call centers, and manufacturing — rare in being equally fluent in secure infrastructure and service design. Administer Microsoft Entra ID, M365, Intune/Autopilot, Conditional Access, and PIM to standardize endpoint provisioning, strengthen access control, and accelerate incident recovery in live hotel operations. Lead CRM and omnichannel implementations, architect service improvements, and drive customer insight programs that measurably boost satisfaction and operational efficiency. Bring a track record of cross-functional execution — coordinating vendors, aligning stakeholders, and producing documentation that turns strategy into repeatable process. The consistent result: translating complex operational needs into solutions that get built, documented, aligned — and actually adopted.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Property Operations Administrator
Accor
Honolulu, Hawaii
05.2025 - Current
- Managed identity security and access troubleshooting using Conditional Access, MFA method resets, and Entra sign-in/audit logs, resolving authentication issues that affected production operations.
- Administer Microsoft Entra ID (Azure AD) + Microsoft 365 in Azure Portal: user lifecycle, group-based access (assigned/dynamic), licensing, and access remediation across property teams.
- Provision and standardize endpoints using Windows Autopilot + Intune, upgrading devices to corporate Windows 11 standards; remediate compliance/access blocks and support BitLocker recovery.
- Support revenue-critical hotel systems and infrastructure including Micros/Simphony POS, Printix printing, NEC telephony, and the Drivo automated parking platform (LPR + boom gate automation), troubleshooting connectivity and administering user/role access and rate/charge rules.
- Restored uptime for hotel-critical PMS integration/interface services supporting Opera Cloud (PBX/TigerTMS wake-up calls, key systems, and payment interfaces) after outages and service interruptions.
- Provided secure remote administration and incident response via Bomgar, triaging escalations and restoring services to minimize departmental downtime.
CRM Segmentation and Guest Analytics Manager
OUTRIGGER Hotels and Resorts
Honolulu, HI
12.2023 - 05.2024
- Created automated workflows and segmentation tools, streamlining booking processes across sales and guest services.
- Developed and maintained CRM workflows and dashboards to optimize data management and user experience.
- Designed and implemented CRM and PMS platforms, enhancing operational efficiency for hotel and condo rentals.
Guest Service Manager
Ala Moana Hotel
Honolulu, HI
05.2023 - 11.2023
- Managed daily front office operations, ensuring seamless guest experiences at front desk and PBX.
- Addressed performance issues through targeted coaching and disciplinary actions, maintaining high service standards.
- Developed SOPs and coaching tools, resulting in improved agent performance consistency across all shifts.
- Conducted night audit duties, ensuring accurate reporting and timely reconciliation of daily financial transactions.
Business Process Owner/NetSuite Trainer
Bestop,inc
Louisville
05.2022 - 05.2023
- Implemented and customized Oracle NetSuite CRM, designing processes to optimize operations, enhance service procedures, and reduce customer response time by 30%.
- Trained customer service departments for 11 brands as sole trainer for NetSuite CRM.
- Conducted User Acceptance Testing (UAT) for CRM and contact center features, training new agents on system functionality.
- Led documentation of 24+ SOP manuals for Oracle NetSuite processes, supporting customer service agents and system users.
Customer Experience Analyst/Team Supervisor
Bestop,inc
Louisville
01.2020 - 05.2023
- Strategically implemented customer-centric digital solutions and self-service tools (Web Messenger, Chatbots, FAQs, Sentiment Analysis), resulting in a 22% reduction in customer call volume and improved customer interactions.
- Successfully led stakeholder adoption and strategic utilization of VOC data, digital channels, and customer feedback metrics (NPS, CSAT, CES), resulting in significantly improved customer experiences, satisfaction scores, and retention rates.
- Established quality assurance metrics and policies, resulting in a 15% increase in customer satisfaction scores.
- Fostered cross-functional partnerships to integrate CX findings, enhancing overall customer experience.
- Analyzed call center KPIs, identifying trends to proactively meet and exceed performance targets.
Guest Experience Supervisor
Laquinta by Wyndham
Louisville
12.2019 - 05.2021
- Addressed guest complaints and concerns, directly contributing to increased guest satisfaction.
- Monitored and responded to guest feedback on online review platforms, strengthening hotel's online reputation.
- Trained and guided new front desk staff, fostering a culture of exceptional guest service.
Call Center Lead
Inktel Contact Center Solutions
Orlando
09.2015 - 02.2016
- Implemented targeted coaching and training programs to enhance agent skills, resulting in improved customer satisfaction scores and reduced call handling times.
- Evaluated call center data and trends to pinpoint improvement opportunities, focusing on reducing call abandonment rates and enhancing first-call resolution.
- Applied workforce management strategies to align staffing levels with call volume demands.
At&t CS Team Manager/Nesting Trainer
Stream Global Services
Tampa
08.2012 - 03.2015
- Led team to consistently surpass customer service goals, maintaining lowest cancellation rate over three months.
- Managed performance reviews to reduce resolution times, directly contributing to improved customer satisfaction.
- Built and developed high-performing inbound team through comprehensive coaching for new-hire agents, enhancing team capabilities.
Skills
- Azure AD and IAM
- Conditional access and MFA
- Privileged identity management
- Sign-in and audit logs
- Microsoft 365 administration
- Intune and Windows Autopilot
- Endpoint compliance and remediation
- Windows deployment and standardization
- Network troubleshooting
- Incident response and restoration
- Remote support solutions
- Technology rollouts
- User acceptance testing
- Process improvement and analytics
- Customer relationship management
- ERP/CRM integration
- Systems integration services
Certification
- Qualtrics XM Fundamentals
- Oracle Cloud Infrastructure 2023 Certified Foundations Associate
- Oracle Cloud Data Management 2023 Certified Foundations Associate
Timeline
IT Property Operations Administrator
Accor
05.2025 - Current
CRM Segmentation and Guest Analytics Manager
OUTRIGGER Hotels and Resorts
12.2023 - 05.2024
Guest Service Manager
Ala Moana Hotel
05.2023 - 11.2023
Business Process Owner/NetSuite Trainer
Bestop,inc
05.2022 - 05.2023
Customer Experience Analyst/Team Supervisor
Bestop,inc
01.2020 - 05.2023
Guest Experience Supervisor
Laquinta by Wyndham
12.2019 - 05.2021
Call Center Lead
Inktel Contact Center Solutions
09.2015 - 02.2016
At&t CS Team Manager/Nesting Trainer
Stream Global Services
08.2012 - 03.2015