Heather Payne
Windsor,CA
Summary
Proactive manager with history of success managing operations, building teams and equipping employees with skills to independently handle business needs. Offers progressive experience combined with sound judgement and good problem-solving abilities. Strong record of surpassing organizational goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Assistant Manager
Graton Resort and Casino
12.2019 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
Owner
Bowls To Burgers
10.2018 - 01.2020
- Procuring permits and licensing with the city, county, and state
- Working extensively with various sales representatives from national companies
- Staffing the restaurant for daily operations
- Creating policies and procedures to meet the human resources requirements for the State of California labor laws
- Developing sales and marketing plans, menu development, and daily operations of business
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Established foundational processes for business operations.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Expanded product offerings by researching market trends and identifying potential growth opportunities.
- Generated revenues yearly and effectively capitalized on industry growth.
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decision making.
- Enhanced company's market position by identifying and pursuing new business opportunities.
District Manager
Dunkin' Donuts
08.2019 - 10.2019
- Supervised various locations, enforcing high-quality standards of operation.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Achieved consistent revenue growth by identifying new business opportunities and expanding existing client base within the district.
- Developed and executed comprehensive training programs for store managers, resulting in improved employee performance and customer satisfaction.
- Collaborated with senior management on strategic planning initiatives aimed at maximizing profitability while maintaining high standards of quality across the district.
- Enhanced company reputation through community involvement, developing partnerships with local organizations and participating in charitable events.
- Streamlined operations by establishing efficient processes and communication channels between stores, leading to reduced costs and increased productivity.
- Implemented inventory control measures to minimize waste and optimize product availability, ensuring optimal stock levels across all locations.
- Coordinated regional marketing efforts to increase brand visibility within target markets, attracting new customers while retaining current clientele base.
- Implemented risk-management protocols for loss prevention, leading to a consistent decrease in shrinkage rates across the district.
- Championed a culture of continuous improvement by regularly soliciting feedback from employees and implementing changes based on their suggestions.
- Reduced turnover rates by implementing proactive retention strategies designed to address potential employee concerns before they escalated into resignations or terminations.
- Promoted culture of accountability, setting clear expectations and conducting regular performance evaluations.
Owner/Office Manager/Sales
Best Defense Termite and Construction
10.2007 - 01.2018
- Responsible for the creation of concept from the ground up with my business partner
- Procured permits and licensing with the city, county, and state
- Developing sales and marketing plans, and daily operations of business
- Creating a daily route to facilitate inspections and job sites
- General office duties including state required inspection reports
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Established foundational processes for business operations.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Expanded product offerings by researching market trends and identifying potential growth opportunities.
- Generated revenues yearly and effectively capitalized on industry growth.
- Managed day-to-day business operations.
Owner/Manager
Copperstone Coffee Company
04.2007 - 10.2008
- Responsible for the creation of concept from the ground up with my business partner
- Duties included procuring permits and licensing with the city, county, and state
- Hiring contractors for tenant improvements
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Established foundational processes for business operations.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Expanded product offerings by researching market trends and identifying potential growth opportunities.
- Generated revenues yearly and effectively capitalized on industry growth.
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decision making.
- Developed and implemented strategic plans for revenue growth, focusing on diversification and market expansion.
- Enhanced company's market position by identifying and pursuing new business opportunities.
- Improved team productivity by introducing innovative project management tools and techniques.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Manager
Applebee's
05.2006 - 01.2008
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Route Sales Manager
Krispy Kreme Doughnuts
12.2002 - 10.2005
- Developing and setting up new customer accounts according to company standards for the retail sale of our product
- Delivery and set up of all promotional equipment and product
- Bi-weekly monitoring and adjusting of inventory for cost effectiveness
- Identified revenue and sales goals and presented to sales team.
- Resolved customer complaints promptly, maintaining high levels of satisfaction and fostering long-term loyalty.
- Monitored industry trends closely staying ahead of competitor activity which enabled strategic adjustments leading to increased market share.
- Ensured timely delivery of products by coordinating efficient routing schedules and adapting to unexpected changes in daily plans.
- Assisted in the development of marketing materials to support sales initiatives and attract new customers within the target demographic.
- Scheduled route salesman and routes.
- Organized special events and promotions to generate interest in products while creating an engaging experience for both existing customers and prospects alike.
- Coached new employees on company standards.
- Increased sales revenue by establishing and maintaining strong relationships with key accounts.
- Developed new business opportunities for company growth through proactive territory management and customer outreach.
- Exceeded monthly sales targets consistently by employing persuasive selling techniques and exceptional relationship-building skills.
- Drove customer retention rates by consistently delivering exceptional service, fostering trust, and building lasting relationships with key decision-makers at each account.
- Implemented merchandising strategies that enhanced product visibility at retail locations leading to higher sell-through rates.
- Maintained accurate records of daily transactions, mileage, expenses, and other relevant information for reporting purposes.
- Collaborated with cross-functional teams to optimize promotional efforts and increase market share within assigned territories.
- Conducted regular store visits to assess product placement, availability, and presentation, implementing improvements as needed for maximum sales potential.
- Managed inventory levels to minimize product waste and maximize profitability, implementing effective ordering strategies based on customer needs.
- Trained and mentored new route sales representatives, improving overall team performance and productivity.
- Acted as the primary point of contact for customers, ensuring their needs were met promptly and professionally while addressing any concerns that arose along the way.
- Built relationships with customers and community to establish long-term business growth.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Skills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Customer relations
- Staff training and development
- Workload management
- Conflict resolution
- Employee scheduling
- Operations management
- Recruiting and interviewing
Certification
- ServSafe Food Handler's Certification
- Serve Safe Certification
- RBS Certification
Timeline
Assistant Manager
Graton Resort and Casino
12.2019 - Current
District Manager
Dunkin' Donuts
08.2019 - 10.2019
Owner
Bowls To Burgers
10.2018 - 01.2020
Owner/Office Manager/Sales
Best Defense Termite and Construction
10.2007 - 01.2018
Owner/Manager
Copperstone Coffee Company
04.2007 - 10.2008
Manager
Applebee's
05.2006 - 01.2008
Route Sales Manager
Krispy Kreme Doughnuts
12.2002 - 10.2005
- ServSafe Food Handler's Certification
- Serve Safe Certification
- RBS Certification
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