Human Resources Customer Service

Edgar Santiago

***** ** **** **** *****, Florida 33178 (305) 846 - 0646

Objective

Management position requiring the application of experience in a broad range of management areas keyed to a performance oriented individual.

Qualifications

Twenty-two years of experience performing in al areas of operations and management functions. Specific experience in:

* Business Planning / Development * P& L Responsibility

* Financial and Operational Cost Control * Corrective Action Planning

* Production and Inventory Management * Crisis Management

* Operations Evaluation / Quality Control * Human Resources

* Employee Development * Interpersonal Skills

* Training Coordinator * Fully Bilingual in English and Spanish Professional Experience

Pizza Hut February 2022 to January 2024

Miami, Florida

Area Coach

Responsible for 8 store managers appropriate to their sales volume which aligned with the Pizza Hut initiatives. In addition, responsible for the development of the all managers, coordination of training sessions with all managers on new products, P&L reviews with store managers. hiring and selection of over 150 employees, preparation of Profit & Loss statements, budget process, as well as the day to day supervision of operations for the stores. Also, provide necessary coaching and assistance to store managers via the business plan which includes specific objectives, goals and strategies for sales, controls, profits, QSC, and human resources programs.

• Number 1 Ranked in the Company for Speed of Service

• Top Customer Service Area for the entire year

Subway Development of SE FL 2009 to 2021

Miami, Florida

Director of Operations

Responsible for establishing business plans with each franchisee appropriate to their size which aligned with the Subway initiatives. Supervised, trained and developed up to 7 Business Consultant at one time. Provide necessary coaching and assistance to franchisees via the Business Consultants to ensure the plan includes specific objectives, goals and strategies for sales, controls, profits, QSC, and human resources programs. Duties included but not limited to: the development of the Business Consultants, coordination of training sessions with all franchisees, store managers and staff. Also, assist franchisees in future site selection via the assistance of the real estate, construction and marketing departments.

• Develop over 10 business consultants in the last 12 years.

• Completed the franchisee, business consultant, and manager courses.

• Certified Trainer for the Territory

Wendy’s International 2001 to 2009

Pembroke Pines, Florida

Franchise Area Director

Responsible for establishing business plans with each individual franchisee appropriate to their size and Wendy’s strategic direction. Provide necessary counsel and assistance to ensure the plan includes specific objectives, goals and strategies for sales, controls, profits, QSC, human resources programs, development, marketing. Establish systems and schedules to monitor progress and goal achievement status. Duties included but not limited to ensuring franchisees’ financial budgets are appropriate and achieved through budget guideline direction, attainment of established QSC goals as identified in the business plan, monitor franchise operations to ensure consistent achievement of the highest levels of Quality, Service, and Cleanliness as defined by Operational Procedures Manual as well as assist operators in development and execution of the Self-Evaluation Process to ensure accurate QSC assessment throughout assigned markets. Special effort was made to effectively utilize regional and corporate staff to ensure franchisees establish and execute new store development and existing unit enhancement and remodel programs, physical condition of facilities and maintenance programs have been implemented and comply with Company guidelines, and provide quality communications, both written and oral, in a timely and effective manner to franchisees and the appropriate company representatives. Expresses concerns early in the process to company personnel and franchisees to minimize conflicts and problems.

Papa John’s Pizza 1997 to 2001

San Juan, Puerto Rico

Director of Operations

Responsible for the start up of the Puerto Rico operations. Duties included but not limited to: site acquisition, lease negotiations, selection of engineering and construction firms, design of store layouts, approval of blueprints and architectural design, award construction contracts and construction management. A special effort was made to meet and exceed construction schedules and store opening dates. In addition, responsible for the development of the marketing plan, hiring and selection of over 200 employees, preparation of Profit & Loss statements, budget process, as well as the day to day supervision of operations for 9 stores and a 17,000 square foot distribution center.

• Develop two area supervisors, nine General Managers, a Training Coordinator, HR Department, Marketing Department, and a Distribution General Manager.

• Awarded a Core Values Award in 2000 for outstanding employee relations.

• Significantly reduced the building cost of the units opened the second year resulting in an incentive award shared by the entire management team.

• Consistently improved productivity and lowered food cost through team member development as well as product consolidation from vendors.

Domino’s Pizza International 1994 to 1997

Orlando, Florida

Operations Consultant

Provided Domino’s Pizza franchisees, throughout Latin America and the Caribbean, the necessary support to produce and deliver a quality product. Duties included but not limited to: the participation in the development process in order to forecast future needs and expansion committed to in the franchise agreement, monitoring of compliance with regards to Domino’s Pizza product specifications by local vendors as well as store personnel. Maintained a close working relationship with the franchisees in order to troubleshoot and train key personnel when introducing new changes into their operations.

• Developed four different flour vendors and two box suppliers to provide lower cost alternatives to the different Latin American franchisees.

• Opened six different distribution centers throughout Latin America.

• Completed the Covey Leadership Training.

Domino’s Pizza Distribution Corp. 1984 to 1994

Tampa, Florida 1990 – 1994

Canovanas, Puerto Rico 1986 – 1990

Tampa, Florida 1984 – 1986

Distribution Center General Manager 1986

Responsible for the start up of the Puerto Rico distribution center. Duties included but not limited to: accounting, dough production, warehouse management, delivery and service planning, and hiring as well as development of team members for 20 units.

A special effort was made to acquire local vendors and products that met Domino’s Pizza specifications.

Dough Production

Served in the capacity of a dough production team member and promoted to dough production supervisor. Responsible for all dough production and perishable produce management. Performed functions which later became a field representative position. These included dough management and product handling classes.

Education

Hillsborough Community College

Business Administration

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