Charlotte Hillier
Warwick,NY
Summary
Dynamic leader with a proven track record at The Greenwood Lake Experience, excelling in operations management and customer service. Skilled in team leadership and conflict resolution, I successfully enhanced customer satisfaction and drove profitability while mentoring staff. Committed to fostering a collaborative environment and achieving strategic goals through effective communication and management.
Also an Emergency response professional with strong background in firefighting and rescue operations. Known for quick thinking and effective action during crises, contributing to successful team efforts. Dependable and adaptable, always ready to meet evolving needs of situation, with focus on safety and collaboration.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Manager Director
The Greennwood Lake Experience
05.2019 - Current
- Developed and executed strategic plans aligning departmental goals with organizational objectives.
- Mentored junior managers, fostering leadership skills and promoting professional development.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Helped build up the company from scratch.
- Handled payroll, employee scheduling and our booking system.
- Worked on site and managed any and all bookings, insuring everything ran smoothly.
- Handled customer phone calls, emails and texts.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
Volunteer Firefighter
Greennwood Lake Fire Department
11.2022 - Current
- Responded to emergency calls, executing firefighting techniques and rescue operations efficiently.
- Conducted routine equipment checks, ensuring readiness and compliance with safety protocols.
- Trained new recruits on firefighting methods, emphasizing safety practices and teamwork.
- Collaborated with team members during drills to enhance operational readiness and communication skills.
- Mentored junior firefighters, fostering skill development and confidence in high-pressure situations.
- Collaborated closely with fellow firefighters to ensure smooth communication and coordination during emergencies.
- Served as a role model to aspiring firefighters through mentorship, training support, and sharing of professional experiences.
- Operated fire hoses, hydrants and extinguishers to eliminate fire and prevent from spreading.
- Participated in physical fitness and training programs to maintain preparedness and stamina for fire rescues.
Road Department Manager
Greenwood Lake Marina
01.2023 - 07.2025
- Oversaw daily operations ensuring efficient workflow and high-quality customer service.
- Handled scheduling, payroll and financing.
- Managed budgets aligning departmental expenditures with overall financial objectives of organization.
- Lead customer service handling all calls, questions and concerns.
- Managed incoming payments and billing.
Store Leader
Argos
04.2014 - 09.2017
- Implemented inventory management systems that streamlined stock replenishment processes.
- Analyzed sales data to identify trends and optimize merchandising strategies for increased revenue.
- Oversaw compliance with safety regulations and company policies to ensure a secure work environment.
- Led team in achieving operational excellence through effective scheduling and resource allocation.
- Worked closely with district managers and corporate leaders on strategic planning initiatives and implemented action plans.
- Set example for customer service by expertly handling challenging situations and modeling positive behaviors to team members.
- Achieved sales targets consistently by motivating team members and creating a positive work environment.
Education
Bachelor of Arts - Communications
Rutgers University
New Brunswick, NJ05-2019
Skills
- Customer service
- Fire prevention
- Verbal and written communication
- Staff management
- Documentation and reporting
- Operations management
- Team leadership
- Fire suppression
Certification
- CFR - Certified First Responder
- Water Rescue Expert
- Structural Collapse Certification
- Fire Officer
- CPR/AED/FIRST AID
- Fire Instructor
Timeline
Road Department Manager
Greenwood Lake Marina
01.2023 - 07.2025
Volunteer Firefighter
Greennwood Lake Fire Department
11.2022 - Current
Manager Director
The Greennwood Lake Experience
05.2019 - Current
Store Leader
Argos
04.2014 - 09.2017
Bachelor of Arts - Communications
Rutgers University
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