Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Susan Hoffman

Houston,TX

Summary

Dynamic manager with a proven track record at Sweet Spot Café, excelling in customer service and team leadership. Enhanced customer satisfaction scores by overhauling service protocols and implementing effective training programs. Skilled in strategic planning and operations management, driving profitability and fostering a collaborative team culture.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Manager

Sweet Spot Café
08.2025 - 09.2025
  • Supervised daily operations, ensuring high-quality service and customer satisfaction.
  • Trained and mentored staff on café policies and best practices.
  • Developed and implemented efficient workflow processes to optimize service delivery.
  • Managed inventory levels, reducing waste through effective stock control measures.
  • Collaborated with team to create seasonal menu items based on customer feedback.
  • Analyzed sales data to identify trends, adjusting strategies for improved profitability.
  • Ensured compliance with health and safety regulations in all operational areas.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Improved marketing to attract new customers and promote business.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
  • Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
  • Increased market share with strategic business development efforts, expanding into untapped markets.
  • Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
  • Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
  • Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Developed detailed plans based on broad guidance and direction.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Launched quality assurance practices for each phase of development

Teacher

Beren Academy
08.2023 - 06.2024
  • Conducted assessments to monitor student progress and inform teaching strategies.

Homeschool Teacher

James McIngvale
01.2020 - 06.2023
  • Conducted assessments to monitor student progress and inform teaching strategies.

Education

Bachelor of Arts - Linguistics

University of Pittsburgh
Pittsburgh, PA
06.1982

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff training and development
  • Staff management
  • Task delegation
  • Goal setting
  • Documentation and reporting
  • Relationship building
  • Strategic planning
  • Operations management
  • Project management
  • Cross-functional teamwork
  • Project planning
  • Customer relationship management (CRM)
  • Performance management
  • Staff development
  • Shift scheduling
  • Sales techniques
  • Conflict resolution
  • Schedule preparation
  • Sales management
  • Workforce management
  • Performance evaluations
  • Marketing
  • Negotiation
  • Product management
  • Expectation setting
  • Salesforce management

Accomplishments

I worked to implement a language program at the University of Pittsburgh, known as the ALI (Language Acquisition Institute). We had Masters and PhD level students teach their native languages, which weren't part of the university curriculum.

Certification

TOEFL

ESL

About to get a certificate for overseeing kosher foods (Mashgiach).

Languages

English
Full Professional
Spanish
Limited Working
French
Limited Working
Hebrew
Native or Bilingual
Yiddish
Limited Working

Timeline

Manager

Sweet Spot Café
08.2025 - 09.2025

Teacher

Beren Academy
08.2023 - 06.2024

Homeschool Teacher

James McIngvale
01.2020 - 06.2023

Bachelor of Arts - Linguistics

University of Pittsburgh

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