Heather Featherstone Email & Phone Number

Winter Haven, Fl, Us

Helping businesses and families after disaster(s) strikes from fire, water, mold or biohazard.

Gallatin, Tn

 Led a team of 7 Marketing Specialists to consult at the franchise level, on recruiting, hiring, driving sales performance, managing a sales team, accountability and tracking ROI from sales activities Coached/Led/Trained on all elements of marketing, sales and customer service internally and at the Franchisee level  Developed and presented marketing, customer service and sales presentations to drive performance internally and in franchise locations Provided leadership by coordinating and developing Marketing Plans that supported the corporate goal of increasing sales and profitability  Identified opportunities and challenges for market activities through discussions and analysis of data Motivated, consulted and coached assigned Franchisees in the areas of marketing and business development

Franklin, Tn

 Successfully trained agents to be top performing sales and retention agents. Local site agents exceeded other locations in sales and retention metrics.  Developed and trained course materials and supporting documents for Insurance LOB (Line of Business) which included Accidental Death and Dismemberment, Accident Protection, Term Life, etc.  Created, implemented and trained site policies and procedures for specific departments Manage global training calendar for multiple lines of business Oversee and manage training initiatives – including Corporate Training and Insurance Product Training - for Franklin, TN location, including new hire product training, soft skills training, upgrade training and new product introduction’s Manage special training projects, hiring and recruiting and HR issues that are relevant to the training department Partner with other site Managers on special projects, training development, schedules and other learning and development projects Develop, test and deliver new training programs and curricula for new-hire specialist, tenured agents and leadership Manage MAGIC® customer service training within the company, including certifying facilitators and conducting audits to ensure consistency in training throughout the global organization Assist with recruitment and development of new-hire staff, mentors and Team Leads Present Learning and Development strategies, initiatives and new training programs to leadership and other shareholders Maintain close relationships with leadership, QA and supervisors to ensure agents who complete training meet the current and quickly changing business needs

 Collaborated with local colleges to bring new and diverse training courses into their current curriculum Developed, tested and trained successful customer service curricula which has won state level awards Assisted with recruitment and training of current and past training staff Trained and/or presented to groups consisting of 4-20 persons on customer service skills/computer skills/ forklift training/ supervisor/management training and job readiness Developed in-house and out-sourced, repeatable curriculum for multiple training needs Maintained close relationships with in-house counselors, outside funding sources and past, present and future customers Prepared, organized and submitted annual state report (THEC), which included demographic information and training results on all students trained Project manager on special projects (Call Center Developer, Summer Youth Organizer, etc)Created and maintain healthy partnerships with local area business's

Managed and maintained accurate calendar and appointmentsOrganized and maintained most up-to-date training curricula Created spreadsheets and curriculum for department-wide usageTrained new hire classes consisting of approximately 30 people. Trained upgrade and recurrent classes consisting of approximately 10-25 people. Responsible for building and establishing training and development activities that were aligned with mission, strategy and tactical planning. Successfully trained and developed high performing employees who achieved their maximum potential. Aligned objectives of employees within curriculum and planned lessons accordingly Expert knowledge in Sabre, Worldspan, and Apollo GDS’s Expert in travel industry, destination knowledge and geography. Monitored and coached agents to make sure standard goals are achieved and maintained.