Keondra George

Supervised Owner Services and Reservations contact center operations, monitoring Reservation Specialist performance and efficiency and supporting escalated issue resolution. Led quality assurance, ad-hoc coaching, and training facilitation to meet departmental standards.

Handled inbound and outbound calls for Platinum Club members, booking/modifying/canceling reservations with point values of 50,000+ and providing program knowledge to ensure account functionality. Supported members via chats and emails, including de-escalation, and assisted with cruises, car rental, and hotel reservations.

Managed inbound calls for Diamond Club members, handling reservation exchanges, booking/modifying/canceling reservations, and processing payments. Educated members on program benefits, researched and resolved account issues, and documented all contacts for management reporting.

Directed quality assurance and HR objectives by recruiting, training, coaching, scheduling, and performance management of employees. Implemented quality and customer-service standards, completed audits, investigated customer complaints, and produced quality documentation and trend reports for corrective actions.

Facilitated new-hire training using varied instructional methods and visual aids, administering quizzes and exams and addressing special learning needs. Created training programs, performed needs analyses, supported coaching and scheduling, developed standardized templates and learning solutions, and reviewed reports to ensure employees met expectations.

Managed inbound and outbound loan re-modification calls to help homeowners with foreclosure prevention. Assisted with loan strategy marketing, processed required forms, followed up on documentation, and diagnosed customer issues to recommend solutions aligned with company guidelines.

Earned a bachelor's degree in Psychology from Boston College in 2007.