Jorge Hernandez *** Oak Lane South Elgin, Il *****

630-***-**** ad1a9h@r.postjobfree.com

GENERAL & OPERATIONS MANAGEMENT EXECUTIVE – Food Service

P&L / Business Development / Change Management / Client Satisfaction / Cost Control Training Turnarounds / Balanced Scorecard / Best Practices / Finance / Planning

Domestic and international experience in managing multi-unit operations. Strengths include restaurant administration, franchising, field service, P&L, project management, consulting, employee relations and customer service. Have led Regions of more than 1,000 stores. Possess an unblemished record of

Maximizing sales, margins and customer satisfaction in intensely competitive markets

Tightly controlling costs while keeping quality and customer satisfaction at peak levels

Turning around under-performing stores, regions and employees

Building high-performance, low turnover teams

Opening new units and territories, introducing new products

MBA, El Instituto Panamericano de Alta Dirección de Empresa (IPADE Business School) of Universidad Panamericana. BS, Biochemistry, Food Science, Universidad Autonoma Metropolitana Iztapalapa. Complete lists of additional courses, awards, certifications and more are available. Fluent in English, Spanish.

Selected Accomplishments

Drove the unit to Number 1 in the US market for productivity, sales and profits Food costs were 1.5% over target. Impressed upon direct reports how 1.5% could make an major impact. Set goals for food cost components (raw waste, complete waste, etc.). Conducted regular face-to-face meetings with management and production employees. Dropped costs from 5.0% to the goal of 3.5%

Managed a massive change that boosted productivity. Changed from a job-shop to assembly line environment. Established a Center of Excellence and created a group of Subject Matter Experts (Operations, Training & Equipment) in every market. Drove customer satisfaction from 89% to 94%. Cut crew hours per guest.

Maximized quality and customer satisfaction. Created a uniform regional scorecard that was easy to read and highlighted areas for improvement and follow up. Metrics included service time, productivity and more. Increased sales 1.5% and productivity 5%. Made Latin America the world leader in CSO (customer satisfaction opportunity).

Lowered turnover. Turnover was at an unacceptable 200%. To increase retention, modified the bonus program, putting more weight on retention. Instituted Quarterly Listening Sessions at all levels. Publically recognized top performers. Dropped turnover to 97% (far better than industry average) and kept it there.

Improved financial performance. Negotiated lower costs with suppliers. Developed a ranking system that recognized top and bottom performers. Held regular meetings to review results and exchange ideas. Improved productivity by 1%, gross margin 3% and profit after controllable expenses 3.3%. Boosted operating margin 49%.

Employment History

Vice President Operations – Dhanani Group. Join this company in 2016 as part of the leadership team, providing support to the operations in New England, with Operational and P&L Responsibilities for 3 Business Units in Massachusetts, Connecticut and New Hampshire. Recently relocated to the Great Chicago Area.

Operations Manager - McDonald's - 2011 to 2015. After many promotions in Latin America, promoted and fast-tracked through accelerated training in multiple store and field management positions to learn U.S. business model. Simultaneously, led a project to remodel 12 store in four months. Upon completion, assigned P&L responsibility for four US business units with a total of 23 restaurants and 1,250 employees generating $55M in annual sales.

Director of Operations, Latin America - McDonald's - 2005 to 2011, Responsible for 1,000 restaurants in eight countries with 30,000 employees and annual sales of $1B.

Director, Operations, Training and Security - McDonald's - 2001 to 2004, Direct P&L responsibility for the daily operation of 123 company-owned restaurants with 6,200 employees. In early 2004, assigned additional responsibility for Training, Crisis Management, Loss Prevention and Corporate Security.

Earlier with McDonald’s: Senior Manager, Operations, Field Service, Mexico City, Manager, Operations (McOpCo), Mexico City; Manager, Field Service, Mexico City, Business Consultant, Field Service, Mexico Cit.

Prior to joining McDonald’s, served in Training Management and Store Management positions with Kahan, a Franchisee of the McDonald’s brand.