Tonya George

• Build strong customer relationships by tailoring insurance and financial planning solutions, increasing account retention and client loyalty. • Apply consultative sales strategies to uncover cross-selling opportunities and strengthen long-term partnerships. • Deliver consistent service standards by managing new business development, policy administration, and client engagement.

Strategically guided operations at this pre-school and after-school facility, serving students ages 6 weeks to 12 years. Scope encompasses directing a staff of teachers and support staff; ensuring classroom coverage; and conducting parent engagement. Additionally, generate state-mandated compliance reports, as well as reports to the primary funder, United Way. • Directed daily operations for 16 staff, ensuring compliance, scheduling, and service excellence aligned with state regulations. • Enhanced guest experience by resolving customer complaints quickly and diplomatically, maintaining trust and satisfaction. • Implemented Brightwheel software to streamline payroll, parent communication, and billing, improving efficiency and customer engagement. • Expanded program capacity and revenue by converting unused space into an additional classroom.

Merited fast-track promotion to this role after just 60 days, to provide project leadership over 3 key clinical trial projects, which involved overseeing the call center team, upholding data quality, increasing production, and verifying and transferring data to clients. Projects centered on contacting prospective subjects for clinical studies. Supported 400+ registered participants’ calls. Assembled 100+ packages to participants monthly, administered reimbursement payments for study participants, and conducted monthly reporting. Evaluated employees’ performance. • Exceeded $5M revenue goal by providing key leadership to call center team to increase the volume of quantitative data collected. • Implemented a recovery software tool (Searchbug) to capture lost participants’ addresses by using ZIP codes and their social security numbers, essentially retrieving over 1,200 lost participants, for the duration of the long-term clinical trial for an eczema therapy and other clinical trial projects. • Directed marketing outreach to build the participant database for a clinical trial evaluating elderly patients’ response to a medication under development.

Instrumentally supported clinical trial initiatives, by generating $5M revenue spreadsheets, developing reports, and researching and resolving issues with 1,200 Scantrons on Oracle and Excel platforms. Presented data to the finance department and project management team. Distributed 400+ registered mailings each month.

• Directed daily Rooms operations (Front Desk, Housekeeping, and Guest Services), ensuring alignment with Marriott brand service strategy and standards. • Improved guest service scores by 15% through proactive guest engagement, staff coaching, and consistent service recovery practices. • Reduced repeat guest complaints by 20% by analyzing service trends, implementing corrective actions, and fostering a culture of accountability. • Streamlined administrative and audit processes, increasing operational efficiency by 25% while maintaining full compliance with brand and financial requirements.

• Coordinated service operations and technician scheduling for emergency maintenance, ensuring timely response to client needs. • Acted as client liaison, resolving service issues, managing vendor performance, and ensuring customer satisfaction. • Oversaw financial processes including invoicing, deposits, and expense tracking, supporting accurate reporting and profitability.

Innovated assessment tools, led learning activities that developed students’ cognitive and sensory skills, and implemented childcare best practices that aligned with state regulations. Instrumentally contributed to defining and documenting procedures for successful K-12 accreditation.