HEATHER PAEGLOW

Orlando, FL 407-***-**** adkhky@r.postjobfree.com

linkedin.com/in/heatherpaeglow/ www.paeglowspurpose.com/ RESULTS-FOCUSED LEADER offering a valuable cross-functional management background and a proven record of propelling the overall performance of a top Fortune 500 and a mid-size credit union. Utilizes a valuable blend of creativity and a broad business acumen to design and deliver holistic strategies, solutions, and campaigns that deliver results throughout the customer lifecycle. Known for an enhanced customer insight and a knack for capitalizing on industry trends to support the positioning of the organization as a world-class employer and service provider. CORE COMPETENCIES

Strategic Planning Campaign Management & Effectiveness Brand Building Content Generation Marketing Collateral Sales Enablement Team Development & Training KPIs Process Improvements Visionary Leadership Coach & Mentor MARKETING SNAPSHOT

• Lowered marketing costs by $30,000 in first 90 days, while increasing profitability of Holiday Loan by double the 2019 benchmark - during time of financial uncertainty (COVID-19).

• Streamlined the vendor process to ensure highest ROI on marketing campaigns.

• Helped develop internal marketing materials, coordinating with senior leaders to provide engaging and informative solutions to a variety of key business units.

• Assisted the sales and marketing leader on the design and messaging of marketing collateral, choosing ideal photographs and reviewing copy to ensure visually appealing and effective deliverables suitable for diverse audiences.

• Created marketing style guide for all collateral, emphasizing the utilization of fresh and new visuals, fonts, and logos.

• Compiled resources with local dining, shopping and attractions to enable sales team to better market resort locations.

• Provided sales and marketing engagement tools by building and maintain key product knowledge resources for all departments.

• Collaborated with partners at emerging resorts in Bali, Australia, and Thailand alongside corporate partners on the training of marketing processes and systems, including tracking campaign effectiveness.

• Ensured the maximization of all marketing objectives by analyzing performance results, feedback, and business unit goals to make customized training strategy adjustments per department.

• Adeptly executed sales and marketing strategies to accomplish the 55,000-unit annual goal.

• Strengthened the effectiveness of key internal programs, including the marketing program, by creating a large-scale SharePoint that allowed for consistent internal communications and general associate understanding and engagement. EMPLOYMENT SNAPSHOT

Director of Marketing & Digital Strategy Transportation Federal Credit Union Alexandria, VA 2020- 2021 Creating and executing marketing plan, while tracking ROI. Strategize membership growth, social media engagement, and optimization of the existing website. Partner with SVP and senior team on Strategic Planning to increase loan growth and membership engagement.

Multiple Managerial Roles Marriott Vacations Worldwide Orlando, FL 2005 to 2020 Initially hired to support customer service efforts and fast-tracked through roles of progressing and expanding responsibilities spanning sales, quality assurance, training, and marketing. HEATHER PAEGLOW 407-***-****

EDUCATION & TRAINING

DBA, Marketing Focus – Keiser University (in progress) MBA, Marketing Focus – Webster University

BA, Hospitality Management – University of Central Florida MVC’s Lead the Trainer Essential Skills of Managers Keys to Leadership MVC’s Counselor Leadership ADDITIONAL PROFESSIONAL ACHIEVEMENTS

Marriott Vacations Worldwide Orlando, FL 2018 to 2020 Quality Assurance & Sales Manager Training

Oversaw the training process, implementation, and materials for leadership development programs and all contact center departments, including inbound & outbound sales, verifications, activations, customer service, confirmations, data entry, and quality assurance. (Voluntarily expanded role to assist with key marketing initiatives and campaigns as noted on first page.)

• Contributed to $990M+ in revenue by executing operational strategies in Reservation Sales, Customer Service, and Site Channels designed to accomplish tour delivery goals.

• Guided the Training team on the delivery of world-class curriculum, resulting in a significant decrease in speed to perform for new hires.

• Cut call center time 50%, decreased overall rate of customer issues, and slashed time spent to solve issues by creating a streamlined, enterprise-wide database of all critical resort information and answers to FAQs.

• Developed and maintained key marketing resources for all departments to continue to building proficiency in product knowledge across the contact center.

• Led the QA team through special projects as per senior leadership’s request and calibrated QA associates as they evaluated calls and processes.

• Analyzed performance results, feedback, and contact center goals to make decisions to update the training strategy per department, ensuring the maximization of associates' performance as soon as possible from date of hire.

• Evaluated departmental processes and operations to determine key areas of opportunity, as well as solutions to close gaps in performance.

• Coordinated with contact center department heads and senior leaders to achieve respective department and contact center goals.

Marriott Vacations Worldwide Orlando, FL 2014 to 2017 Training Manager

Promoted to oversee the training department at The Center.

• Ensured high-quality training, materials, and tools were provided to new hires, transferred, and tenured associates. Supported production and operational teams in meeting business goals through training and tool development.

• Developed ongoing training for the sales teams to build upon their sales training learned in first weeks.

• Worked in harmony with other Sales Managers to assist in providing additional tools and/or support. Contributed to a 50% decrease in turnover by optimizing tools and training for new hire associates, thereby increasing associate engagement.

• Authored training material for all departments, including Sales, Customer Service, Activations, and Verifications.

• Decreased the time it took Sales Associates to make their first sale by around 23 days. ADDITIONAL ROLES: Customer Service Team Leader Marriott Vacations Worldwide 2008 to 2011

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