Summary
Overview
Work History
Education
Skills
Timeline
Generic

Susanne Hamilton

Collinsville,IL

Summary

Dynamic leader with proven expertise in financial management and customer service excellence, honed at NPC, Inc. Skilled in staff training and development, adept at fostering team collaboration and driving significant sales growth. Achieved a notable increase in customer satisfaction through strategic problem-solving and effective communication.

Overview

26
26
years of professional experience

Work History

Assistant Manager

Bob Evans Restaurant
10.2008 - Current
  • 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.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing 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 projectstasks.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • 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.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Monitored sales trends to adjust pricing strategies for optimal profitability.
  • Engaged with customers to gather feedback, using insights to improve service and product offerings.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Implemented staff training programs to elevate service standards and knowledge.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Enhanced team productivity by streamlining operational processes.
  • Coordinated with vendors for timely inventory replenishment, ensuring product availability.
  • Conducted performance evaluations, identifying areas for development and rewarding strong performance.
  • Facilitated team-building activities, enhancing team cohesion and morale.
  • Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
  • Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
  • Analyzed sales data to identify trends and adjust inventory orders accordingly.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
  • 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.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Developed detailed plans based on broad guidance and direction.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.

Office Assistant

Goodman Fence
04.2007 - 10.2007
  • Maintained confidentiality in handling sensitive information while performing administrative tasks.
  • Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
  • Expedited document processing with accurate data entry and timely filing.
  • Increased customer satisfaction by providing professional and courteous front desk support.
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
  • Assisted in financial tasks such as invoicing, expense tracking, and budget preparation to ensure accuracy.
  • Ensured timely completion of projects by coordinating resources across multiple teams effectively.
  • Supported financial operations, processing invoices and payments, contributing to timely and accurate financial reporting.
  • Improved data accuracy, entering and updating records in database with keen eye for detail.
  • Coordinated meeting schedules and logistics, leading to smoother operations and better time management.
  • Managed incoming and outgoing correspondence, ensuring prompt and accurate delivery of information.
  • Facilitated better customer service by promptly addressing inquiries and concerns via phone and email.
  • Ensured operational continuity, providing critical administrative support during staff absences and peak workload periods.
  • Enhanced office efficiency by organizing and maintaining filing systems both digitally and physically.
  • Facilitated smooth workflow by efficiently handling multiple administrative tasks simultaneously, prioritizing according to urgency and importance.
  • Increased team productivity, organizing and scheduling appointments and meetings without overlap.
  • Input data into spreadsheets and databases.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Reviewed files, records and other documents to obtain information to respond to requests.
  • Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
  • Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
  • Utilized office management software to record and track customer information.
  • Processed incoming and outgoing mail and packages according to established procedures.
  • Coordinated and scheduled meetings and appointments.
  • Supported staff on special assignments and ad hoc projects.
  • Informed and supported business leaders through consistent communication and administrative support duties.
  • Monitored and tracked budgets and expenses.
  • Fostered operational efficiency and compliance with company policies through effective coordination of office activities.

General Manager

NPC, Inc.
03.2001 - 03.2007
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • 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.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Managed budget implementations, employee evaluations, and contract details.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
  • Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
  • Championed continuous improvement initiatives that enhanced operational performance across all departments.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
  • Enhanced team collaboration and communication by introducing new project management tool, leading to more efficient project completions.
  • Oversaw successful launch of new product lines, coordinating between departments to ensure unified approach and timely delivery.
  • Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
  • Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Reported issues to higher management with great detail.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

Utility Billing Clerk

City of Athens
03.1999 - 03.2001
  • Maintained updated customer account information, providing accurate billing statements and addressing inquiries promptly.
  • Contributed to the development of new policies and procedures to enhance overall utility billing operations.
  • Supported management in preparing financial reports related to utility billing activities for decision-making purposes.
  • Simplified complex rate structures for customers through clear explanations, enhancing understanding of billed services.
  • Managed sensitive client information with discretion while maintaining strict confidentiality protocols as required by law.
  • Achieved timely resolution of disputed charges by thoroughly investigating customer concerns and adjusting invoices accordingly.
  • Utilized strong organizational skills to maintain an accurate filing system for all utility-related documents.
  • Conducted audits on existing accounts to identify potential errors or inconsistencies in billing records.
  • Participated in ongoing training sessions to stay current on changes within the utility industry affecting billing procedures.
  • Improved accuracy in meter reading data collection, resulting in fewer billing discrepancies and disputes.
  • Enhanced communication with field technicians to ensure timely maintenance of utility equipment.
  • Reviewed incoming meter readings for accuracy before inputting data into the billing system, catching potential errors early.
  • Generated detailed monthly reports highlighting key performance indicators, assisting management in identifying areas for improvement.
  • Assisted customers with setting up payment plans or extensions, minimizing delinquent accounts and improving revenue collection.
  • Monitored outstanding balances on a regular basis, identifying trends and initiating collections efforts when necessary.
  • Ensured compliance with industry regulations and standards during all aspects of the billing process.
  • Increased efficiency in utility billing processes by implementing new software and data entry methods.
  • Resolved customer complaints regarding their utility bills, fostering positive relationships between the company and its clients.
  • Interacted with customers to resolve billing disputes and respond to inquiries.
  • Verified accuracy of billing data and corrected discrepancies.
  • Processed customer invoices, credit memos and payments within established timelines.
  • Managed invoicing and payment processing operations.
  • Handled account payments and provided information regarding outstanding balances.
  • Maintained detailed records of customer payments and billing adjustments.
  • Executed billing tasks and recorded information in company databases.
  • Monitored outstanding invoices and performed collections duties.
  • Entered and maintained billing information in company internal databases for accessibility.
  • Generated daily, weekly and monthly reports for billing department.
  • Responded to customer concerns and questions on daily basis.
  • Used data entry skills to accurately document and input statements.
  • Audited and corrected billing and posting documents for accuracy.
  • Collaborated with customers to resolve disputes.
  • Utilized various software programs to process customer payments.
  • Maintained accurate records of customer payments.
  • Generated monthly billing and posting reports for management review.
  • Processed payment via telephone and in person with focus on accuracy and efficiency.
  • Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
  • Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
  • Kept vendor files accurate and up-to-date to expedite payment processing.
  • Reconciled accounts receivable to general ledger.
  • Encoded and canceled checks using bank machines.

Education

Associate Of General Studies - General Studies

Lincoln Land Community College
Springfield, IL

Bachelor Of Education - Education

Lincoln Christian College And Seminary
Lincoln, IL

Skills

  • Money Handling
  • Customer Relations
  • Team motivation
  • Product and service knowledge
  • Staff Training and Development
  • Staff Supervision
  • Task Delegation
  • Staff Management
  • Workload Management
  • Retail Operations
  • Employee Scheduling
  • Customer rapport
  • Compliance understanding
  • Staff Development
  • Policy Enforcement
  • Orientation and training
  • Sales Reporting
  • Employee Performance Evaluations
  • Performance reviewing
  • Cost Control
  • Project Management
  • Financial Management
  • Budgeting and finance
  • Business Administration
  • Schedule oversight
  • Orientating and training
  • Closing oversight
  • Microsoft Office expertise
  • Customer service and satisfaction
  • Customer Service
  • Team Leadership
  • Teamwork and Collaboration
  • Computer Skills
  • Problem Resolution
  • Decision-Making
  • Multitasking Abilities
  • Problem-Solving
  • Time Management
  • Organizational Skills
  • Active Listening
  • Work Planning and Prioritization
  • Staff Training
  • Scheduling and Coordinating
  • Professional and Courteous
  • Excellent Communication
  • Good Judgment
  • Conflict Resolution
  • MS Office
  • Documentation And Reporting
  • Employee Coaching and Mentoring
  • Shift Scheduling
  • Attention to Detail
  • Onboarding and Orientation

Timeline

Assistant Manager

Bob Evans Restaurant
10.2008 - Current

Office Assistant

Goodman Fence
04.2007 - 10.2007

General Manager

NPC, Inc.
03.2001 - 03.2007

Utility Billing Clerk

City of Athens
03.1999 - 03.2001

Associate Of General Studies - General Studies

Lincoln Land Community College

Bachelor Of Education - Education

Lincoln Christian College And Seminary

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Susanne Hamilton