Keely Mason

Specialized in conducting English language assessments and delivering personalized feedback to support student growth, while contributing to the development of innovative, tech-driven educational programs in a global learning environment.

• Conducted English language assessments for learners of varying proficiency levels, identifying strengths and areas for improvement across speaking, listening, reading, and writing skills.
• Provided individualized, actionable feedback to help students enhance language fluency, accuracy, and confidence in academic and real-world contexts.
• Collaborated with instructional designers and educators to align assessment tools with curriculum goals and global language proficiency standards.

Led and managed the Social Media Response Team of over 15 employees for 27 Six Flags park locations, including but not limited to reviews, guest concerns, content updates, and social media posts on all social platforms.

• Maintained a strong social media presence on Twitter, Facebook, Instagram, and Tiktok.
• Answered Google, Trip Advisor, and Yelp reviews to improve guest engagement and retention.
• Contributed to a 15% increase in brand engagement that helped achieve forecasted customer service and engagement goals.
• Reviewed analytics and participated in research and social listening to uncover insights for strategic planning.
• Implemented departmental procedures and quality assurance practices to ensure consistency throughout each social platform.

Oversaw day-to-day operations of the Six Flags National Support Center, managing up to 80 employees and ensuring they achieve program goals and expectations.

• Interviewed, hired, trained, and developed supervisors and team members.
• Managed and handled guest concerns, ensuring team respond to guest comments within standard timelines, including communications by phone, chat, email and additional web-based sources.
• Lead the Corporate Guest Relations team, including company-wide membership knowledge, de-escalations, collections issues, and the Better Business Bureau (BBB) website.
• Assisted with budget preparation, monitoring, and scheduling.
• Processed promotions, terminations, and disciplinary action.
• Experience working and training employees remotely.
• Aided schools, teachers, and students with inquiries regarding the Six Flags 'Read to Succeed' program.

Assisted guests with their concerns via email, phone, and chat.

• Handled guest concerns in a professional and efficient manner, ensuring proper follow-up, guest recovery, and communication with departments.
• Assisted Guests with general park information, submitting feedback regarding experience, and troubleshooting technological difficulties.
• Completed over 17,000 LiveChat sessions with an 80% satisfaction rate from guests.
• Provided in-park assistance with events, as needed