Erica Hoffacker
Sykesville,MD
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations and relationship-building skills. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Detail oriented, hardworking, passionate and always looking to grow and learn.
Overview
10
10
years of professional experience
Work History
Assistant General Manager
Noodles And Company
10.2020 - Current
- Motivated, trained, and disciplined employees to maximize performance and create a positive work environment.
- Collaborated with the General Manager on marketing initiatives to drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Assisted in new restaurant openings by participating and leading in intensive training programs.
- Monitored staffing needs and organized interviews and orientations for new team members.
Mod Crew Member
MOD Pizza
01.2019 - 07.2020
- Streamlined order processing for increased efficiency by implementing effective communication techniques with team members.
- Maintained compliance with local health department regulations through regular inspection preparation and adherence to strict cleanliness guidelines.
- Ensured timely completion of daily tasks such as opening/closing duties, equipment maintenance checks, and sanitation requirements.
Server
Dennys Restaurant
06.2015 - 01.2019
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders and manage bills.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Call Center Representative
Premier Connect
02.2016 - 12.2016
- Handled escalated calls professionally while effectively resolving complex issues.
- Provided follow-up calls to ensure client satisfaction.
- Efficiently addressed and resolved inquiries in a timely manner.
Call Center Representative
Dealer’s Greatest Asset
01.2014 - 06.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Education
High School Diploma - General Studies
Liberty High School
Sykesville, MD06.2010
Skills
- Operations Management
- Staff Development
- Team leadership expertise
- Business operations knowledge
- Employee Scheduling
- Workflow Coordination
- Teamwork and Collaboration
- Customer Service
- Staff hiring
- Effective leader
- Decision-Making
- Strategic Planning
- Quality Assurance
- P&L Management
Timeline
Assistant General Manager
Noodles And Company
10.2020 - Current
Mod Crew Member
MOD Pizza
01.2019 - 07.2020
Call Center Representative
Premier Connect
02.2016 - 12.2016
Server
Dennys Restaurant
06.2015 - 01.2019
Call Center Representative
Dealer’s Greatest Asset
01.2014 - 06.2015
High School Diploma - General Studies
Liberty High School