Latanja Sutton
Quitman,GA
Summary
Proven leader with extensive experience in operations management and customer relationship management, notably at McDonald's. Excelled in staff supervision, driving sales growth, and enhancing customer satisfaction through strategic planning and effective negotiation. Achieved significant cost reductions and operational efficiencies, showcasing a strong blend of analytical prowess and team motivation skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Manager
McDonald's
08.2023 - 08.2024
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored team members to enhance professional development and accountability in workplace.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Launched quality assurance practices for each phase of development
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Assistant Store Manager
Circle K
07.2021 - 08.2023
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Created and maintained safe and secure work environments for employees.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Interacted well with customers to build connections and nurture relationships.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Shift Manager
Hardee's Restaurant
04.2015 - 07.2021
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Kept employees operating productively and working on task to meet business and customer needs.
- Exercised composure under pressure and in escalated customer service scenarios.
- Excelled in every store position and regularly backed up front-line staff.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Tracked receipts, employee hours, and inventory movements.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Trained and mentored new employees to maximize team performance.
- Scheduled staff to establish adequate coverage during peak business hours.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Cultivated professional working relationships with peers and supervisors.
- Managed staff hiring, training and supervision.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Coordinated merchandising, promoted new products and increased brand awareness.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Coordinated project workflows for departments.
- Supervised ongoing daily production phases.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
- Enhanced processes by pinpointing bottlenecks and working with supervisor to resolve.
- Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Troubleshot equipment to reduce service calls and downtime.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Kept accurate and detailed records of personnel progress and productivity.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Interpreted work order information and specifications to plan, schedule and complete jobs precisely.
- Implemented policies and standard operating procedures for continuous improvement.
Education
Criminal Justice
Everest University -
Orlando, FLDiploma -
Sebring High School
Sebring, FL05.2001
Skills
- Employee Performance Evaluations
- Task Delegation
- Cost Reduction
- Recruiting and interviewing
- Product and service knowledge
- Operations Management
- Employee Scheduling
- Policy Enforcement
- Succession Planning
- Employee performance evaluation
- Workload Management
- Schedule oversight
- Promotional planning
- Money Handling
- Team motivation
- Customer Relationship Management (CRM)
- Marketing knowledge
- Project management abilities
- Staff Training and Development
- Performance reviewing
- Staff Supervision
- Compliance understanding
- Orientation and training
- Strategic Planning
- Recruitment and hiring
- Staff Management
- Negotiation
- Cost Control
- Customer rapport
- Sales Growth
- Meeting facilitation
- Sales Strategies
- Sales Reporting
- Customer Relations
Certification
Leadership Transition, Elevate and Digital Ambassador
Timeline
Assistant Manager
McDonald's
08.2023 - 08.2024
Assistant Store Manager
Circle K
07.2021 - 08.2023
Shift Manager
Hardee's Restaurant
04.2015 - 07.2021
Criminal Justice
Everest University -
Diploma -
Sebring High School
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