Brian Keaster Email Address

Senior Director, Americas Hotel Operations

Find and book vacation rentals with HomeAway. Rent everything from cabins & condos to castles or villas. The whole house. The whole family. A whole vacation.

Persuasive leader with a 24-year record of success driven by a focus on people, process and technology. Effectively builds strong teams, and champions both customer and employee satisfaction to drive bottom-line results. Contributions include: Global Contact Center Management - 24+ years of Contact Center experience including Director of Americas Customer Experience for HomeAway and Senior Director of Global Contact Centers for Electronic Arts. Customer Experience – Championed customer first mentality and agent empowerment. Raised Customer Satisfaction 43 points during tenure over the Contact Center Department. Cost per Contact Reduction – Decreased overhead and targeted spend toward customer value. Resulting in continual year over year reductions in cost per contact. Reducing Contact Propensity - Lead creation and development of Dells First Online Customer Care Website resulting in Contacts per box going from 2.3 to 1.6.