Scott Hoffman

Experience

• 

  Dairy Queen

  Jan 2012 - Jul 2015

  Crew Leader

  • Provided leadership and trained over 20 new employees in company practices and policies while delivering constructive feedback every step of the way • Communicated positively with customers by answering any questions or resolving any escalating situations to ensure an enjoyable experience• Quickly became first point-of-contact for managers by assisting with inventory control, stock ordering, and overall simplifying of workload

• 

  Department of Civil Engineering

  Sept 2015 - Jan 2016

  Web Content Coordinator

  • Utilized HTML and various other web applications to actively update the website of university professor Julian Marshall and ensure easy access to all visitors• Diligently reviewed and modified over 1,200 research papers and articles to maintain widespread consistency in formatting across the website• Continually analyzed and summarized heavy sets of visitor data using Google Analytics to make adjustments to the website

• 

  University of Minnesota - Carlson School of Management

  May 2017 - May 2018

  Front Desk Assistant

  • Initiated a project responsible for translating the academic records of over 13,000 students to an online database• Produced social media content on Facebook, Twitter, and Instagram designed to attract new students to the Carlson School of Management• Leveraged exemplary communication skills to assist all students, alumni, and employers who interacted with our organization

• 

  Minnesota Vikings Football, LLC

  Aug 2017 - Jan 2018

  "Memory Makers" Customer Service Team Member

  • Facilitated the navigation of 66,000 guests on average each game to ensure an enjoyable, safe experience for all visitors• Conducted extensive customer experience research in order to gain insights on new methods of fan outreach and presented these findings to management• Provided memorable gifts for fans through delivery of over 500 fan packs and other items to promote the Minnesota Vikings brand

• 

  Thomson Reuters

  Jun 2018 - Aug 2021

  • Managed a wide range of cross-functional projects and initiatives that all drive to meet or exceed Net Promoter Score (NPS) targets• Ran deep dive workshops with product development, customer service, training, sales, and marketing teams to drill down into customer pain points and refine project scope• Lead all aspects of project life cycle to facilitate the successful delivery of project objectives to upper management • Launched multiple agile projects focused on deploying customer experience methodology to achieve specific business segment goals (retention, acquisition, cross-sell, pricing)• Presented key data trends and findings to segment leadership, cross-functional enablement teams, and the Customer Research team• Analyzed, mined, and interpreted both syndicated and custom data to determine most relevant key insights and potential action items going forward • Utilize Tableau and Salesforce reporting capabilities to provide diagnostics and actionable metrics for sales leadership• Actively consult with Sales & Customer Service leadership on complex operational data needs to ensure improvement across sales channels• Conduct statistical data analysis and perform maintenance on existing dashboards to track performance over time of regions, managers, and individual sales reps • Review past and ongoing customer survey results to present any findings or recommendations to management for improving customer satisfaction• Utilize various data visualization programs such as Tableau and PowerPoint to present key observations relevant to the Training and Quality Team• Conduct primary research via individual and group interviews across multiple departments focusing on developing a more effective organizational structure

  • Customer Experience Project Specialist

    Jan 2021 - Aug 2021

  • Customer Insights Analyst

    Dec 2018 - Dec 2020

  • Sales Operations Analyst

    Sept 2018 - Dec 2018

  • Customer Insights and Service Strategy Intern

    Jun 2018 - Aug 2018
• 

  U.S. Bank

  Aug 2021 - Jan 2023

  VoC Insights & Reporting Analyst
• 

  General Mills

  Feb 2023 - now

  • Senior Brand Associate - Betty Crocker

    Apr 2024 - now

  • Senior Brand Associate - Nature Valley

    Feb 2023 - Apr 2024