Open To Work
Heather Greger
Erie,CO
Summary
Owner and Guest Support Manager with a strong record in hospitality, enhancing team performance and customer satisfaction through empathetic leadership. Drove operational efficiency by optimizing workflows and fostering cross-functional collaborations, resulting in improved response times and a 32% increase in employee retention.
Overview
23
23
years of professional experience
Work History
Owner & Guest Experience Manager
Evolve Vacation Rental
Erie, CO
11.2021 - 09.2025
- Led, coached, and developed a high-performing team of 12+ (including a team lead), building strong bench strength and promoting three team members into leadership roles.
- Managed hiring, onboarding, and development of new team members and leaders, cutting time-to-productivity by 25% and elevating overall performance standards.
- Enhanced team performance through structured coaching, operating cadence, and accountability frameworks, achieving 32% year-over-year increase in employee retention.
- Delivered high-quality customer outcomes across multiple channels, achieving a 92% first-contact resolution rate and strengthening customer trust and retention.
- Utilized performance data and customer insights to coach teams, resulting in 10% increase in customer satisfaction for escalated cases.
- Acted as escalation lead for complex and sensitive issues, resolving 95% of cases without external escalation while balancing customer experience and business objectives.
- Designed and scaled operational workflows adopted by 65+ team members, ensuring consistent execution and achieving 100% compliance with service-level targets.
- Partnered cross-functionally across Operations, Workforce Management, and CX teams to identify process gaps and implement solutions, reducing cross-team resolution time by 20%.
- Owned and reported on key performance metrics (SLA, CSAT, FCR, escalation rates, resolution time), using data-driven insights to identify trends, reduce risk, and drive continuous improvement.
Team Manager
Vail Resorts
Erie, CO
10.2018 - 11.2021
- Led, coached, and developed a team of 12–15 Travel Agents, building a high-performing, sales-driven culture while achieving 82% retention and promoting four team members into leadership roles.
- Drove performance through structured coaching, call reviews, and clear expectations, increasing call quality scores by 17% and improving overall sales effectiveness.
- Led guided selling efforts and accountability, resulting in a 25%+ increase in monthly sales and consistent achievement of revenue targets.
- Managed daily operations to ensure service level consistency and enhance guest experience through effective queue performance and staffing alignment during peak seasons.
- Oversaw hiring and onboarding during peak growth, increasing headcount by 53% and maintaining strong performance and service standards.
- Served as escalation point for complex guest situations, resolving issues while aligning customer experience with business objectives.
- Leveraged performance data and call insights to identify trends, coach to gaps, and improve individual and team outcomes.
Travel Agent
Vail Resorts
Erie, CO
10.2016 - 10.2018
- Sold custom vacation packages averaging $55K+ in monthly revenue, consistently achieving strong sales performance.
- Increased repeat bookings 15% through personalized customer experiences and proactive relationship-building.
- Achieved 97% customer satisfaction by efficiently resolving billing, property, and service-related issues.
- Closed 70%+ of outbound sales calls, showcasing consultative selling and effective communication skills.
Territory Sales Manager/Key Account Manager
Altria
Denver, CO
01.2003 - 03.2016
- Managed 130 accounts generating ~$25M annually, achieving top 15% growth versus district performance.
- Led $6M key account (26-store chain), increasing product placement 30% across locations.
- Negotiated pricing, promotions, inventory strategies, reducing out-of-stock rates 25%.
- Partnered with wholesalers to ensure inventory and successful product launches, achieving 100% on-time execution.
- Mentored new Territory Sales Managers, reducing ramp time by 20% and contributing to 8 leadership promotions.
Education
Bachelor of Science - International Business & Spanish
Oklahoma State University
Stillwater, OK12-2002
International Business & Spanish
La Universidad Veritas
San José, Costa RicaSkills
- Customer Service Excellence
- Customer Relationship Management
- Property Management Systems
- Navis
- Customer Engagement Tools
- Tableau
- Time Management
- Organization
- Detail-Oriented
- Collaboration
- Team Leadership
- Conflict Resolution
- Flexibility
- Verbal & Written Communication
- Empathy
Accomplishments
Exemplary Evolver (peer-nominated) – May 2024
Q1 2025 Quarterly Excellence Program Winner – May 2025
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkLocation Preference
RemoteSalary Range
$80000/yr - $200000/yrTimeline
Owner & Guest Experience Manager
Evolve Vacation Rental
11.2021 - 09.2025
Team Manager
Vail Resorts
10.2018 - 11.2021
Travel Agent
Vail Resorts
10.2016 - 10.2018
Territory Sales Manager/Key Account Manager
Altria
01.2003 - 03.2016
Bachelor of Science - International Business & Spanish
Oklahoma State University
International Business & Spanish
La Universidad Veritas