Sophia Koop

• I took proactive initiative as 2IC (August 2023-May 2024) before formally stepping into the Café Manager role; I implemented key operational changes, including structured workstations, staff reallocation, and workflow systems that improved efficiency and reduced order errors.
• Oversaw daily operations in a high-pressure, high-volume café environment, maintaining stability and efficiency during peak periods.
• Implemented structured workstations and optimised workflows to reduce missed orders, improve product consistency, and streamline morning rushes.
• Reduced labour costs by 20% through improved staff allocation and training, while maintaining service quality.
• Increased weekly revenue by 57.9%, growing average sales from $9,500 to $15,000 through workflow optimization and strategic cost management.
• Negotiated contracts with suppliers to reduce food costs by 10%, and secured early access to new products, giving the café a competitive edge.
• Established strong supplier relationships through regular check-ins, contract reviews, and market trend analysis to secure cost-saving opportunities.
• Developed structured communication systems, including private team chats, monthly meetings, and one-on-one sessions, to improve staff engagement and communication.
• Created clear, branded internal documents using Microsoft Word, Excel, and Canva, including ordering checklists, operational guidelines, and training materials.
• Consolidated supplier data and created a backup ordering system to manage delivery delays, and ensure uninterrupted service.
• Handled confidential staff and business matters with discretion, aligning decisions with organisational priorities and leadership trust.

Alexandra Hills, Brisbane

• Played a key role in launching the café on a short-term contract, developing and implementing new operational policies and procedures; delivered comprehensive training prior to opening and provided ongoing support throughout the first six months of operation.
• Supervised a team of 7, ensuring daily goals were met and all café operations adhered to high standards through checklist compliance.
• Managed floor operations during high-volume weekend shifts, ensuring smooth customer seating and efficient team coordination.
• Delivered a warm, upbeat customer experience by building rapport with regulars and remembering names and orders.
• Memorised food orders to enhance efficiency and provide a seamless, enjoyable service for customers.
• Operated the coffee machine independently, managing both takeaway and dine-in orders while maintaining consistency in recipe execution.
• Proficient in using Lightspeed POS system.
• Worked with ONA specialty coffee, including milk-based and single origin blends, using high-end equipment such as:
  – Sanremo Racer (volumetric programming)
  – PuqPress
  – Mahlkonig EK43 (familiar with freeze technique)
  – Mahlkonig E65S GBW Grinder
  – OCD distribution tool

AREA MANAGER

• Managed 13–15 team members daily across three stores, generating approximately $60,000 in weekly revenue and 275kg of coffee sales over five days.
• Monitored and adjusted store wages to maintain labour costs within the company’s target range of 25%–32%.
• Ensured high standards of customer service while driving the promotion and sales of company products in response to customer demand.
• Developed and implemented new policies, checklists, and operational procedures to enhance productivity, improve workflow quality, and boost team efficiency.
• Tracked employee attendance and punctuality, addressing issues promptly to prevent long-term performance concerns.
• Assisted with hiring, onboarding, staff training, and where necessary, terminations.
• Supported staff wellbeing and upheld company values across all locations while fostering a culture of care and accountability.
• Mitigated operational risks by working closely with staff to assess and improve performance standards.
• Escalated issues to senior management with clarity and discretion, protecting the integrity of sensitive decisions impacting 50+ staff members.
• Maintained high standards of cleanliness and organisation across all three cafés.
• Built and sustained positive working relationships with store managers, owners, and suppliers.

BRANDING COORDINATOR

• Collaborated with owners to develop and execute brand strategies that increased customer loyalty and drove sales across five locations.
• Conceptualised a distinctive brand identity, including visual tone and graphic style, for use across all customer touchpoints.
• Managed all social media platforms for Espresso Engine, curating content aligned with the brand voice.
• Researched the customer base of each store to understand varying consumer behaviours and buying preferences.
• Worked with ownership to plan and execute brand campaigns, promotions, and customer competitions.
• Applied creativity and innovation to consistently refine and enhance the company’s public-facing presentation.
• Maintained clear communication on the performance of branding strategies and initiatives.
• Assisted in managing the branding and marketing budget in collaboration with ownership.

• Delivered consistent high-volume coffee service using WEGA commercial espresso machines, averaging 21kg of coffee per day.
• Trained and mentored café staff in upselling techniques while maintaining exceptional customer service standards and consistently exceeding customer expectations.
• Motivated and led a 7-member team to deliver a high level of service, with a strategic focus on maintaining store wage percentages at or below 32%.
• Acted as central point of contact across five stores, managing incoming calls related to urgent rostering needs, food and catering orders, and customer enquiries.
• Proactively led the team during peak service periods, ensuring seamless operations and memorable customer experiences.
• Managed end-of-day procedures, including cashing up, EFTPOS reconciliation, and payroll reporting.
• Demonstrated advanced multitasking skills, efficiently rotating between customer service, food preparation, and coffee production while supervising staff across multiple stations.
• Collaborated closely and respectfully with managers and supervisors across all five store locations to coordinate staffing rosters and support operational consistency.