Manager Customer Service

Santiago Quinonez, Jr.

** ******* **. ********, ** 08085 H: 856-***-**** C: 302-***-**** ********@*****.***

Director of Operations

District Manager / Retail / Restaurant

Highly experienced, team-oriented professional with an exceptional background in multi-unit operational management of retail stores and restaurants. Talented leader with proven expertise in managing successful stores throughout diverse markets, directing international operations, and effectively expanding sales. Demonstrated strengths in managing complex budgets as well as labor needs. Recognized for communication skills and the ability to build highly productive teams. Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Oracle. Fluent in Spanish.

Core competencies include:

Management Training

Multi-Unit Oversight

Customer Service & Satisfaction

Corporate Reorganization

Budgeting & Labor

Team Building & Coaching

Expense Reduction

Revenue Growth

Brand Development

Vendor & Inventory Management

Professional Experience

BURGER KING, Philadelphia

Manager Franchise Performance, Northeast (9/2015 –2/2017)

Responsible for ensuring the profitability for 72 Restaurants.

Conduct Business performance reviews in order to identify areas of opportunity in the restaurant and use problem solving methodologies and business judgement to develop strategies to improve the franchisee’s business and solve problems.

Influence and persuade franchise businesses, through appropriate exercise of discretion, to adhere to brand standards to control quality and achieve desired business KPIs.

Perform classroom trainings for Above Restaurant Leaders.

SBARRO, Philadelphia, PA

DIRECTOR OF OPERATIONS (11/2012 – 6/2015)

Provide high-level direction for daily operations of 13+ corporate restaurant locations across the Philadelphia, New Jersey, Delaware Region, including locations at the Philadelphia Airport. Compile and analyze metrics to develop and implement action plans in order to optimize profitability; track and report daily sales results. Supervise facility maintenance programs, procurement, and back of house management. Handle budgets, forecasting, and operating expense allocation. Enforce compliance regulations to meet corporate and government goals for sanitation and safety.

Selected accomplishments:

Gained notable respect for significant operational turn-around in challenging Philadelphia marketplace.

Staffed, mentored, and developed team that delivered turn-around sales results: -11.6% to +1.3%; additionally improved CE flow % versus budget from -220% to +12.9.

Developed, trained, and coached two Regional Training Managers; also certified two Regional Training Eateries and implemented Labor Guide Program to achieve corporate training goals.

SAVE-A-LOT FOODS, Philadelphia, PA

DISTRICT MANAGER / OPERATONS MANAGER (2005 – 2012)

Oversaw all daily operations of five stores with as many as 100 employees and expertly navigated corporate reorganization. Regularly communicated with management regarding agendas and coordinated any necessary store maintenance. Led weekly meetings, established weekly labor budget targets, and managed promotional ordering and inventory.

Selected accomplishments:

Cut expenses and added to the company’s bottom line by building highly productive teams within its budgeted labor for the fiscal year.

Improved brand reputation by designing and implementing a key maintenance program including the addition of essential working equipment.

OPERATIONS MANAGER

Directed operations of 42 stores including the supervision and coaching of six district managers. Oversaw store conditions, organized regular maintenance, and collaborated with managers to coordinate employee and labor scheduling each week. Established and managed all budgets as well as handled all vendor communication and coordination.

Selected accomplishment:

Played a key role in increasing company success by regularly reviewing, assessing, and adjusting store operations to achieve optimal efficiency, productivity, and profit.

WENDY’S INTERNATIONAL, Detroit, MI

DISTRICT MANAGER (2002 – 2005)

Coordinated daily store operations for five stores including inventory management, employee training, and budgeting. Created effective cost controls and monitored expenses.

Selected accomplishment:

Increased company effectiveness by leading management development training programs and establishing people excellence goals for team.

LITTLE CAESAR’S PIZZA, Mexico City, Mexico

DIRECTOR OF OPERATIONS (2000 – 2002)

Provided essential leadership of operations for 15 stores including all daily activities, employee training, store and promotional marketing, purchasing, and IT. Introduced the delivery pizza concept and culture to a predominately carryout company as well as implemented strategic goals and targets to establish brand.

Selected accomplishments:

Successfully introduced brand to the Mexican market by collaborating with managers and professionals to carve out a niche market.

Additional experience as Senior Franchise Consultant to the Americas, Director of Corporate Operations, District Manager of Corporate Operations, and Store Manager – Corporate Operations for Domino’s Pizza.

Education & Credentials

CALIFORNIA STATE UNIVERSITY, Sacramento, CA

Bachelor of Science in International Business Administration

US Army Infantry, Fort Ord, California

Bi-Lingual Spanish

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