HEATHER BARRETT
Marion,VA
Summary
Customer service leader with 10+ years in team leadership and hospitality operations. Developed employee training programs and streamlined guest recovery processes to enhance service delivery. Collaborated across departments to address service issues and improve operational efficiency. Experienced with Salesforce and committed to transforming challenges into opportunities for lasting customer loyalty.
Overview
9
9
years of professional experience
Work History
Ticketing Sales and Service Manager
BILTMORE ESTATE
Asheville, NC
06.2022 - 04.2025
- Supervised, coached, and developed employees to enhance service quality in high-volume customer service environment.
- Resolved customer and employee concerns through effective communication and problem-solving, improving overall service experience.
- Executed guest recovery initiatives at The Inn and the Village Hotel, addressing concerns to ensure guest satisfaction.
- Collaborated on training for an estate-wide guest recovery feedback system to support consistent service recovery.
- Contributed to estate-wide transportation planning focused on improving the guest experience.
- Partnered with Human Resources and leadership on employee relations, performance management, and investigations
- Gained Salesforce experience through Group Reservations and Sales Reservations cross-training.
Ticketing Sales and Service Supervisor
BILTMORE ESTATE
Asheville, NC
10.2019 - 06.2022
- Supervised daily operations and guided employees to uphold service standards.
- Coached employees on resolving customer concerns and navigating operational challenges.
- Provided employee feedback and training to improve performance and service quality.
- Assisted with recruiting, hiring, onboarding, and training new employees.
- Collaborated with management and Human Resources to address workplace concerns and uphold policies.
Human Resources and Merchandising Manager
KROGER
Kingsport/Johnson City, TN
04.2016 - 10.2019
- Streamlined recruiting, hiring, onboarding, and employee documentation processes in high-volume environment.
- Guided employees and leaders on performance management, workplace policies, and conflict resolution strategies.
- Maintained confidential records and managed employment compliance requirements.
- Collaborated with store leaders to address employee concerns and ensure operational consistency.
- Supported employee performance and organizational effectiveness through coaching, clear communication, documentation, and practical problem-solving.
Education
Bachelor of Science - Psychology
Virginia Polytechnic Institute And State University
Blacksburg, VASkills
- Customer Recovery
- Team Leadership
- Guest Experience
- Conflict Resolution
- Employee Engagement
- Training Development
- Process Improvement
- Cross-Functional Collaboration
- Documentation
- Salesforce
- Microsoft Word and Excel
- Workday
- Kronos
LEADERSHIP & COMMUNITY INVOLVEMENT
- Biltmore Leadership Roundtable, June - December 2024
- Biltmore Bunch, Employee Engagement and Community Service, June 2022 - 2025
- Leadership Bench Program Instructor, June 2022 – 2025
- Kroger Promise Team, Employee Engagement and Community Service, April 2016 - 2019
Timeline
Ticketing Sales and Service Manager
BILTMORE ESTATE
06.2022 - 04.2025
Ticketing Sales and Service Supervisor
BILTMORE ESTATE
10.2019 - 06.2022
Human Resources and Merchandising Manager
KROGER
04.2016 - 10.2019
Bachelor of Science - Psychology
Virginia Polytechnic Institute And State University