Susan Brennan

• Generated reporting and analysis to support sales/revenue forecasting and planning to reach monthly, quarterly and yearly revenue goals.
• Liaised with other directors and department heads to align operational and sales priorities with total company direction.
• Implemented and executed sales and operational policies, experiments and standards across multiple locations in the Region.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Coordinated staff meetings to discuss developmental strategy, best practices and process improvements.
• Increased profits through staff development, providing excellent customer service, following established guidelines and auditing sales reports
• Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
• Coached and promoted employees to fill leadership positions with qualified staff and boost company growth.
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
• Held one-on-one meetings with Center Directors and staff to identify selling hurdles and offered insight into best remedy.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

• Established and maintained operational standards for 15 locations.
• Assessed each location's individual and team performances, analyzing data trends to determine best methods to improve results.
• Built and deepened partnerships with industry leaders to strengthen collaborative efforts and promote mutual profitability.
• Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
• Supervised staff to optimize brand expansion initiatives and productivity.
• Developed updates to workflows and revitalized teams to meet changing business needs and boost team member performance.
• Held weekly meetings with Center Directors to identify techniques to overcome sales obstacles.
• Led targeted training programs to educate staff on product benefits and service capabilities.
• Managed P&L to decrease discrepancies and retain timely and under-budget project completion.
• Reduced turnover by enhancing training, motivation and engagement strategies with all employees.

• Supervised daily operations of multimillion dollar operation, consisting of 19 direct reports and over 850 clients weekly.
• Trained new employees on proper protocols, customer service standards, and successfully maintaining high productivity and performance metrics.
• Assisted in recruiting, hiring and training of team members.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
• Observed each employee's individual strengths and initiated mentoring program to improve areas of opportunity.
• Promoted positive customer experience through day-to-day supervision and management of office.
• Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
• Upheld great standards of leadership for employees, consistently leading by example.
• Appraised inventory levels weekly and ordered new merchandise to keep quantities well-stocked.
• Cultivated and strengthened lasting client relationships using motivational and behavior modification skills.
• Generated and developed leads, using motivational techniques, networking and guest referral system to acquire new clients.

• Responsible for the growth of revenue through program sales and growth of business.
• Worked with management to increase revenue through sales, including the development of staff sales performance.
• Collaborated with manager and staff to uncover issues, identify applicable solutions and offer guidance and training.
• Oversaw staff schedules and assignments to handle programming demands.
• Tracked employee attendance and punctuality and addressed repeat problems quickly.
• Established connections between customers and consultants to help build and nurture relationships.

Total responsibility for daily operations of busy photography lab, consisting of customer relations and print development, as well as computerized maintenance and quality control of equipment. Liaison between staff and owner. Trained and supervised staff on all operations. Responsible for inventory and quality control..

• Supervised a staff of 6 caseworkers, and approximately 100 children and their families.
• Oversaw the development of monthly schedules and weekly progress reports.
• Assisted in the preparation of court appearances; discussed legal issues, family representation and ensured proper documentation compiled.
• Supervised case conferences with staff and clients (natural parents, children and & foster parents).
• Held individual bi-weekly conferences with each case worker to review cases, target areas of concern, and direct staff.
• Held monthly meetings to cover new state laws, agency policies as well as to discuss performance issues and areas of opportunity.
• Evaluated employee performance and coached and trained to improve areas of opportunity.
• Maintained compliance with company policies, objectives and communication goals, as well as NY State Laws and regulations.
• Worked with management team to implement proper division of responsibilities.

• Group home for 12 mentally disabled adults. Worked with team to devise programs and activities based on developmental and academic levels, to help residents achieve individual goals.
• Used cognitive behavior therapy to assist clients in recognizing and redirecting poor habits.
• Provided comprehensive case management services, and assisted in the creation of treatment plans for continued development.
• Helped patients to deal with realities of various diagnoses and develop coping skills.