Sue Ellen Dillon Email & Phone Number

Roanoke, Va, Us

Dynamic HR Management Professional with extensive experience in recruitment, onboarding, training, and employee retention. Proven history in driving process improvements, creating scalable training programs, and managing employee relations in fast-paced environments. Adept at fostering team engagement, career development, and succession planning to meet organizational goals. Expertise in conflict resolution, performance evaluations, and ensuring compliance with HR policies and procedures. Preparing for SHRM certification, testing anticipated in December 2024.

Roanoke, Va

• Led and managed a team of 9 exempt client service managers to address escalated issues related to utilization management for 46 Medicaid, Medicare and commercial clients impacting 32 million members.• Developed and enforced policies / SOPs, streamlining processes and ensuring compliance while enhancing consistency and reducing errors.• Collaborated with Client Management and IT teams to resolve complex challenges, consistently exceeding client expectations and optimizing service delivery.• Managed hiring, training, coaching, counseling, and performance evaluations of direct reports through regular 1:1s and formal reviews, fostering team development and achieving high-performance standards.

Roanoke, Virginia

• Oversaw Contact Center of 200 associates with 7 peers in matrix supervision structure, effectively managing ~25 direct reports and driving operational performance.• Coordinated with recruiting team for candidate screening, interviews, and onboarding process development, ensuring seamless integration of new hires.• Partnered with Quality and Workforce Management teams to meet key performance indicators, contributing to overall success of company.• Implemented ongoing coaching, mentoring, and development, maintaining high service levels for $50M account while supporting long-term retention.

Roanoke, Virginia

• Directed sales plan communication and execution for grocery and produce departments across 19 stores in 3 states, generating ~$68M in 2019.• Controlled orders, deliveries, and resolved logistics and product flow challenges, optimizing operational effectiveness and maintaining consistent supply chain performance.• Collaborated with vendors to create displays, increasing revenue and enhancing product visibility.• Analyzed operational data and P&L details, identifying savings opportunities and improving results.

Christiansburg, Virginia

• Directed high-volume store operations with sales exceeding $900K per week, managing team of 200 associates to achieve business goals.• Conducted audits, reviewed P&L, and finalized sales forecasts, driving financial accuracy and informed decision-making.• Facilitated associate education on new processes, improving workflow efficiency and boosting operational performance.

Roanoke, Virginia

• Recruited and hired hourly associates and administered individual orientation / onboarding programs while improving employee retention and time / attendance compliance.• Developed training materials and led transition to centralized hiring process, streamlining recruitment and increasing consistency.• Maintained best attrition rate among 23 stores, demonstrating thorough hiring process, effective employee retention strategies, and fostering stable workforce.ADDITIONAL EXPERIENCEAMERICAN GENERAL LIFE INSURANCE AND CONSULTING OFFICE, Roanoke, VA, Office ManagerJIM MILLS LINCOLN, CHRYSLER, AND JEEP, INC., Bassett, VA, Title Specialist | Assistant Office Manager

Associate Of Science - As, General Studies

Advanced Studies Diploma

Activities and Societies: Advanced Studies Diploma