Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Joie Hillger

Big Spring,TX

Summary

Dynamic operations leader with a proven track record at Chick-Fil-A, driving business growth through data-driven decision-making and operational excellence. Skilled in team leadership and relationship building, I successfully implemented innovative process improvements, enhancing productivity and customer satisfaction while fostering a high-performance culture.

Professional with comprehensive experience in front office operations, adept at managing high-volume environments with efficiency and poise. Known for strong communication skills, organizational abilities, and keen attention to detail. Collaborative team player focused on achieving results and adapting to changing needs seamlessly. Proficient in scheduling, customer service, and administrative support, ensuring smooth daily operations.

Overview

10
10
years of professional experience

Work History

Director of Operation

Chick-fil-A
11.2023 - 04.2025
  • Collaborated with executive leadership on strategic planning initiatives to drive business growth.
  • Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
  • Streamlined operational processes by identifying inefficiencies and implementing best practices.
  • Improved overall productivity with the introduction of innovative process improvement initiatives.
  • Ensured compliance with industry regulations and company policies, mitigating potential risks.
  • Led cross-functional teams to achieve company goals, fostering collaboration and communication.
  • Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
  • Facilitated change management efforts, guiding teams through periods of transition and growth.
  • Oversaw supply chain management, ensuring timely delivery of products and services to customers.
  • Managed crisis situations effectively by developing response plans in advance.
  • Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.
  • Developed comprehensive training programs for staff, enhancing team performance and skill sets.
  • Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
  • Optimized inventory levels by implementing demand forecasting tools and techniques.
  • Directed launch of new product lines, coordinating cross-functional teams to achieve market penetration and sales targets.
  • Empowered team leaders with autonomy in decision-making, fostering dynamic and responsive operational environment.
  • Fostered culture of continuous improvement, encouraging innovation and employee engagement through targeted training programs.
  • Optimized customer service protocols, elevating customer satisfaction and loyalty through personalized service initiatives.

Field Coach

The Kent Companies
03.2020 - 02.2023
  • Assisted in recruiting top talent for open positions within the company, conducting interviews and selecting candidates that aligned with organizational values and goals.
  • Streamlined operations by monitoring daily activities and optimizing processes for maximum efficiency.
  • Enhanced employee retention by creating a supportive and engaging work environment for the team members.
  • Improved team performance by conducting regular field training sessions and providing constructive feedback.
  • Served as a mentor and role model for newer team members while sharing valuable insights gained from years of industry experience.
  • Facilitated team-building activities to strengthen camaraderie among field staff, fostering a positive work culture centered around collaboration and mutual support.
  • Implemented new strategies for tackling common obstacles faced by the team in the field, leading to improved overall productivity levels.
  • Achieved sales targets consistently by motivating and guiding the team towards reaching their individual goals.
  • Developed customized coaching plans tailored to each employee''s specific needs, resulting in higher levels of job satisfaction and overall performance improvements across the board.
  • Supported employee growth and development through regular one-on-one coaching sessions, providing guidance on career advancement opportunities within the organization.
  • Ensured high-quality customer service with thorough coaching on company policies, procedures, and best practices.
  • Identified areas of improvement through regular evaluations, implementing corrective action plans to address performance gaps.
  • Provided timely updates to upper management regarding progress toward established objectives, ensuring transparency throughout the entire organization.
  • Managed conflict resolution effectively among team members, mediating disputes when necessary to maintain harmony within the group dynamic.
  • Conducted ongoing assessments of employees'' skills and competencies, identifying areas requiring additional training or development opportunities.

General Manager

McAllister's Deli
09.2015 - 02.2020
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
  • Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
  • Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.

Education

Associate of Arts -

Tarrant County College
Fort Worth, TX
05-2002

Skills

  • Operational excellence
  • Business analysis
  • Organizational development
  • Safety management
  • Workforce planning
  • Teamwork and collaboration
  • Relationship building
  • Team leadership
  • Decision-making
  • Operations management
  • Payroll administration and timekeeping
  • Inventory tracking and management
  • P&L management
  • Customer service
  • Administrative management
  • Budget development
  • Employee development
  • Human resources
  • Hiring and onboarding
  • Scheduling
  • Staff training/development
  • Cost control
  • Organizational structuring

Languages

English
Native or Bilingual

Timeline

Director of Operation

Chick-fil-A
11.2023 - 04.2025

Field Coach

The Kent Companies
03.2020 - 02.2023

General Manager

McAllister's Deli
09.2015 - 02.2020

Associate of Arts -

Tarrant County College

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