Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Susan Moore

Athens,GA

Summary

Accomplished manager recognized for exceptional leadership and communication skills. Experienced in developing training programs and managing multi-unit operations. Dedicated to improving customer service standards and building strong relationships with staff and customers.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Front End Manager/Store Support Supervisor

Redstone Market & Butcher
Athens, GA
11.2024 - Current
  • Supervised front-end staff to ensure smooth customer service interactions.
  • Managed daily cash operations, ensuring accuracy and security.
  • Trained new employees on customer engagement and checkout procedures.
  • Resolved customer inquiries and complaints in a timely manner.
  • Developed schedules for front-end staff to optimize coverage during peak hours.
  • Implemented best practices for maintaining cleanliness and organization at checkout areas.
  • Collaborated with management to enhance customer service strategies and training programs.
  • Cultivated strong customer relations and developed effective customer service standards.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Managed cash flow of store, including cashier operations, bookkeeping, and security.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Welcomed large volume of guests and improved overall customer service.
  • Resolved technical issues related to the front end development process.
  • Reviewed employee performance and determined areas in need of improvement.
  • Evaluated financial reports and trend forecasts.
  • Maintained important files, and ran reports.
  • Created and directed robust training and mentoring strategies.
  • Managed, created opening and closing procedures by reconciling sales records and cash transactions with software data.
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases, and requisitions.
  • Recruited new employees for all departments in the store.

Rescue Manager | Area Manager | General Manager

Crumbl Cookie
Athens, GA
05.2020 - 11.2024
  • Managed daily operations across multiple locations to ensure quality and efficiency.
  • Developed training programs for staff to enhance customer service skills.
  • Oversaw inventory management processes to maintain stock levels and reduce waste.
  • Analyzed sales data to identify trends and adjust operational tactics accordingly.
  • Fostered a positive team environment through effective communication and leadership.
  • Ensured compliance with health and safety regulations in all store locations.
  • Coordinated with suppliers to negotiate contracts and secure high-quality ingredients.
  • Supervised employees, ensuring optimal productivity.
  • Inspected store facilities regularly to ensure compliance with safety regulations and standards.
  • Oversaw the recruitment process for new staff members including interviewing and training.
  • Resolved conflicts between employees or customers in a professional manner.
  • Collaborated with other departments such as Human Resources or Marketing on initiatives related to Area Management duties.
  • Scheduled regular meetings with store teams to discuss objectives, performance metrics and customer feedback.
  • Evaluated schedules, orders and forecasts to plan processes and meet timetables.
  • Supervised business functions, employee staffing, customer retention and financial accountability for stores.
  • Analyzed financial data such as sales reports, budgets and payroll records to identify areas of improvement.
  • Implemented new processes and procedures tactfully and passionately.
  • Cultivated positive rapport with associates and team leadership.
  • Identified and developed top talent to promote performance-oriented culture.

Change Manager

Sky Zone
Buford, GA
08.2023 - 11.2023
  • I was still assisting Crumbl remotely, as we were waiting on a new location to open.
  • Came to redevelop the staff and get the park operations back on track.
  • Led change initiatives across multiple departments to improve efficiency and collaboration.
  • Facilitated training sessions for staff on new processes and systems implementation.
  • Analyzed feedback from employees to identify areas for process improvement.
  • Coordinated with cross-functional teams to align change strategies with business goals.
  • Created detailed documentation of change management procedures and best practices.
  • Collaborated with senior leadership to develop a vision and plan for successful implementation of changes.
  • Developed and implemented an organizational change management strategy for the organization.
  • Created training programs to support organizational changes involving employees' day-to-day operations.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

General Manager

Great American Cookie
Lawrenceville, GA
08.2019 - 04.2020
  • Oversaw daily operations of cookie production and retail management.
  • Managed staff scheduling to ensure adequate coverage during peak hours.
  • Implemented training programs to enhance employee performance and customer service.
  • Developed marketing strategies to promote new cookie flavors and seasonal items.
  • Monitored inventory levels and coordinated supply orders with vendors.
  • Ensured compliance with health and safety regulations in food preparation areas.
  • Resolved customer complaints quickly while maintaining high quality standards of service delivery.
  • Trained employees on duties, policies and procedures.
  • Created schedules and monitored payroll to remain within budget.
  • Administered employee discipline through verbal and written warnings.
  • Managed inventory levels and conducted corrective action planning to minimize long-term costs.

Barista

Guckenheimer (HP)
Alpharetta, GA
11.2018 - 08.2019
  • Barista, cashier, lead/prep for the cafe area.
  • Set up breakdown assist with customers.

Shift Manager

Great American Cookie
Pensacola, FL
02.2016 - 11.2018
  • Prepared baked cookies to correct specifications and par levels.
  • Decorated cookie cakes, as well as customer service.
  • Implemented quality control measures to maintain product consistency.
  • Resolved customer complaints with effective communication and problem-solving skills.
  • Maintained cleanliness and organization in the baking area for safety compliance.
  • Managed daily cash intake by counting out the registers.

Store Manager of Operations

City Donut
Orange Beach, AL
02.2015 - 03.2017
  • Managed all daily operations, such as the production of donuts, barista duties, and sales.
  • Trained employees on duties, policies and procedures.
  • Established and maintained effective communication with staff members to ensure efficient operations.

Shift Manager

New York & Company Outlet
Foley, AL
10.2014 - 02.2016
  • Managed open or closing shifts; this consists of opening/closing registers, price changes, signage changes, restocking, folding merchandise, greeting customers, and aiding them with any needs they have.

Education

Diploma - Baking & Pastry

The Art Institute of Ohio – Cincinnati
OH
12.2010

Skills

  • Area manager
  • General management
  • Management of restaurant and retail
  • Supervisor, restaurant/retail
  • Shift lead, crew lead
  • Sales
  • Customer service
  • Phone skills
  • Up-selling
  • Cost control
  • Communication
  • Written skills
  • Verbal skills
  • Following directions
  • Team player
  • Quick learner
  • Multi-unit management
  • Leadership
  • Team building
  • Building management teams
  • Self-motivated
  • Group interactions
  • Ordering
  • scheduling
  • Labor control
  • Microsoft Excel
  • Multitasking skills
  • Cash management
  • Employee training
  • Inventory control
  • Scheduling optimization
  • Sales analysis
  • Recruiting
  • Change management
  • Problem solving
  • Effective communication
  • Staff supervision
  • Team leadership
  • Operational efficiency
  • Conflict resolution
  • Quality assurance
  • Documentation
  • Reporting

Certification

  • Serve Safe Certified 3/21/2023-3/21/2028 exam# 10795

Timeline

Front End Manager/Store Support Supervisor

Redstone Market & Butcher
11.2024 - Current

Change Manager

Sky Zone
08.2023 - 11.2023

Rescue Manager | Area Manager | General Manager

Crumbl Cookie
05.2020 - 11.2024

General Manager

Great American Cookie
08.2019 - 04.2020

Barista

Guckenheimer (HP)
11.2018 - 08.2019

Shift Manager

Great American Cookie
02.2016 - 11.2018

Store Manager of Operations

City Donut
02.2015 - 03.2017

Shift Manager

New York & Company Outlet
10.2014 - 02.2016

Diploma - Baking & Pastry

The Art Institute of Ohio – Cincinnati

Similar Profiles

CREATE PROFILE
Susan Moore