Susan Colwell-Linz
Pikeville
Summary
Results-driven dedicated professional with strong customer service skills, focused on conflict resolution and team leadership. Proven track record in increasing sales and enhancing client satisfaction through effective strategies.
Overview
22
22
years of professional experience
Work History
Assistant Manager
The Raintree Group D.B.A Rent-A-Center
Pikeville, KY
03.2023 - Current
- Trained and mentored team members on product knowledge and customer engagement techniques.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty, increase return customer base and repeat business.
- Performed data entry and completed proper paperwork.
- Completed physical inventory counts each week.
- Developed and maintained filing systems, improving document retrieval efficiency.
- Processed payments and applied to customer balances.
- Researched accounts and completed due diligence to resolve collection problems.
- Used skip tracing and other techniques to locate customers.
Community Support Specialist
Mountain Comprehensive Care
Prestonsburg, KY
03.2023 - Current
- Coordinated and led support groups to enhance client engagement.
- Conducted regular assessments to track client progress and outcomes.
- Provided crisis intervention when needed, utilizing de-escalation techniques and coordinating appropriate responses.
- Coordinated with external agencies to establish partnerships for expanded service offerings and collaborative initiatives.
- Monitored client progress regularly, adjusting support strategies as needed based on evolving circumstances.
- Trained new staff members in best practices for community support work while promoting a culture of empathy and professionalism.
- Conducted assessments to determine clients'' needs, strengths, and potential barriers to success.
- Liaised with community members, recommending resources and programs.
Assistant Manager
The Raintree Group. D.B.A Rent-A-Center
Hazard, KY
11.2021 - 03.2023
- Resolved customer issues promptly, maintaining high levels of customer satisfaction and trust in the brand.
- Completed store opening and closing procedures by counting drawers and managing security.
- Demonstrated exemplary customer service by engaging clients on sales floor.
- Achieved sales targets consistently by driving daily sales activities and managing the sales pipeline effectively.
- Tailored sales pitches to match customer needs, increasing conversion rates.
Community Support Specialist
Kentucky River Community Care Inc.
Hazard, KY
05.2012 - 03.2023
- Developed individualized support plans for diverse client needs.
- Facilitated access to community resources and essential services.
- Mentored junior staff in best practices for client interactions.
- Implemented feedback mechanisms to improve service quality.
- Advocated on behalf of clients in various settings, securing necessary resources and services for their success.
- Enhanced client well-being by providing personalized support and resources tailored to individual needs.
- Established trusting relationships with clients, fostering a supportive environment for growth and selfimprovement.
Shift Leader
Wendys Restaurant
Hazard, KY
08.2018 - 03.2020
- Managed inventory control, reducing waste through effective stock management.
- Resolved customer complaints promptly to maintain high satisfaction levels.
- Collaborated with management to improve workflow processes and operational efficiency.
- Monitored compliance with health and safety regulations, maintaining a safe work environment.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
Sales Associate
CVS Pharmacy
Hazard, KY
08.2013 - 07.2015
- Assisted in merchandising efforts to optimize store layout and product placement.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
Sandwich Artist
Subway
02.2010 - 11.2011
- Prepared and assembled sandwiches according to customer specifications, ensuring quality and accuracy.
- Operated food service equipment, maintaining cleanliness and adherence to safety standards.
- Assisted in training new employees on sandwich preparation techniques and customer service protocols.
- Managed inventory levels, conducting regular stock checks to minimize waste and ensure availability of ingredients.
Night Manager
Red Express Delivery
Covington, KY
06.2005 - 11.2005
- Oversaw nightly operations ensuring timely dispatch and delivery of packages.
- Coordinated logistics with drivers to optimize route efficiency and minimize delays.
- Implemented safety protocols, enhancing compliance and reducing workplace incidents.
- Trained and mentored new staff on operational procedures and best practices.
- Developed and implemented efficient billing procedures to enhance cash flow
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
Crew Member
Taco Bell Restaurant
Harrison, OH
09.2003 - 06.2005
- Operated kitchen equipment to prepare menu items efficiently.
- Maintained cleanliness and organization of workstations and dining areas.
- Collaborated with team members to ensure timely order fulfillment during peak hours.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Cleaned and maintained all areas of restaurant to promote clean image.
Education
High School Diploma -
William Henry Harrison High School
Harrison, OH06-2004
Associate of Applied Science - Equine Science And Mgmt
Diamond Oak
Cincinnati, OH05-2004
Skills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Time management
- Customer relations
- Staff supervision
- Task delegation
- Goal setting
- Workload management
- Conflict resolution
- Retail operations
- Employee scheduling
- Operations management
Timeline
Assistant Manager
The Raintree Group D.B.A Rent-A-Center
03.2023 - Current
Community Support Specialist
Mountain Comprehensive Care
03.2023 - Current
Assistant Manager
The Raintree Group. D.B.A Rent-A-Center
11.2021 - 03.2023
Shift Leader
Wendys Restaurant
08.2018 - 03.2020
Sales Associate
CVS Pharmacy
08.2013 - 07.2015
Community Support Specialist
Kentucky River Community Care Inc.
05.2012 - 03.2023
Sandwich Artist
Subway
02.2010 - 11.2011
Night Manager
Red Express Delivery
06.2005 - 11.2005
Crew Member
Taco Bell Restaurant
09.2003 - 06.2005
High School Diploma -
William Henry Harrison High School
Associate of Applied Science - Equine Science And Mgmt
Diamond Oak