Operations Director
Resume:
RITA UGARTE
Director of Operations
**********@*****.*** · linkedin.com/in/ritaugarte
Accomplished Operations Professional with more than 20 years of experience leading multi- site operations. Proven ability to lead diverse teams into execution of strategic plans and over deliver on results. A decisive, highly motivated leader with a can-do attitude that delivers a well-balanced approach to leading and directing teams. EXPERIENCE
MIMIS CAFE
A $200 million+ division of Dallas-based Le Duff America, Inc., the North American subsidiary of global bakery-cafe leader Groupe Le Duff, headquartered in Rennes, France. Founded in 1978, Mimi’s has 77 locations in 16 U.S. states. DIRECTOR OF OPERATIONS / OPS SERVICES AND TRAINING, San Diego, Orange County, LA, Central CA, So. AZ and UT OCT 2010 - DATE
Supervision of 10+ restaurant in two states and 4 Designated Market Areas
Leading and directing 40+ managers and 500+ hourly teammates
Responsible for financial results in excess of $25,000,000 in sales
Consistently delivered 3 to 5% sales growth for five consecutive years by improving Sales Per Guest
Achieved 11% Manager Turnover, the lowest in the company for six consecutive years
Consistently improved Prime Cost by 1.2% and Controllable Profit by 2.1% even on a negative sales environment
Delivered consistent operational results through execution of brand standards, achieving 98%+ on all Health Department audits
Part of the strategic planning phase for companywide initiatives and Ops liaison with Corporate Leadership Team
Responsible for the implementation of strategic succession plan, resulting in development of 60+ managers
Training, implementation and support for technology innovations in the areas of labor, sales and COGS controls
Test and validation of new products, recipes, systems and processes for company rollout
Creation and distribution of communications to entire enterprise regarding systems, processes and implementation guides
Design and implementation of training systems, tools and documents 1
FIELD TRAINING LEADER 152 units throughout 22 states in the USA with, 8,000+ employees FEB 2009 – OCT 2010
Developed and maintained all Training Materials for all Operation’s Departments
Training and implementation of company programs
Supervision of all Field Training initiatives in all 152 units
Supervision and certification of all MITs (Managers In Training)
Certification of 27 Training Units and 100+ Training Managers
Coordinated all Training for New Units
Conducted all Training for Remodeled Units
Re-designed company’s website and created Online Ordering
Performed all legal, technical, administrative and commercial communication translations (English to Spanish)
YUM BRANDS
World's largest restaurant system, with over 32,500 KFC, A&W All-American Food™, Taco Bell, Long John Silver's and Pizza Hut restaurants in more than 100 countries and territories.
AREA DIRECTOR, San Diego JAN 2007-NOV 2008
Supervision of 6+ business units with total sales of $15,000,000+
Responsible for development of 24+ managers and 200+ associates
Achieved an average of 5.2% sales growth in all 6 locations
Worked closely with Headquarters’ Guest Excellence department and improved guest satisfaction CHAMPS program from 82% to 94.6% in 6 months
Created and implemented sales building program for associates that delivered average 5.2% positive sales for 14 months
Achieved Top Performer Award four consecutive years for People, Profits and Guest Satisfaction.
REGIONAL TRAINING MANAGER, San Diego AUG 2001-DEC 2006
Oversaw Training of 86 company owned restaurants under four different concepts: KFC, Taco Bell, Pizza Hut, A&W and Long John Silver’s.
Delivered Management Development classes
Developed 91 managers from hourly teammates to Shift Leaders and to Assistant Managers all the way to General Managers
Delivered Food Safety Training to 100+ managers
Coordinated and delivered Leadership Development seminars
Implemented major initiatives like KFC Grilled Chicken 2
HARD ROCK INTERNATIONAL
With venues in 74 countries, including 183 cafes, 27 hotels and 12 casinos, Hard Rock International (HRI) is one of the most globally recognized companies. Hard Rock is also known for its collectible fashion and music-related merchandise and Hard Rock Live performance venues. HRI owns the global trademark for all Hard Rock brands. The company owns, operates and franchises Cafes in iconic cities worldwide. OPENINGS COORDINATOR/GM, ECE MASTER FRANCHISEE FOR HARD ROCK CAFE, PLANET HOLLYWOOD, OFFICIAL ALL-STAR CAFE, RAINFOREST CAFE AUG 1992-FEB 2000
Part of the Groundbreaking and Pre-Opening teams for five restaurants under all four theme restaurant concepts in four different cities. o Hard Rock Cafe Mexico City, MX
o Hard Rock Cafe Cabo San Lucas, MX
o Official All-Star Cafe Cancun, MX
o Rainforest Cafe Cancun, MX
o Planet Hollywood Cabo San Lucas, MX
Responsibilities included ground up building coordination, supplies procurement, hiring, training, soft openings, and events logistics for grand openings
Liaison with Corporate Headquarters in USA
ASSISTANT GM, PR & SALES MANAGER, HUMAN RESOURCES
MANAGER, HARD ROCK CAFE Tijuana and Cabo San Lucas EDUCATION
FEB 1992
BS BUSINESS ADMINISTRATION, AUTONOMOUS UNIVERSITY OF BAJA CALIFORNIA, GRADUATED CUM LAUDE WITH 3.7 GPA
Focus on Human Resources, Finance and Strategic Planning. SKILLS AND CERTIFICATIONS
Adaptability
Critical thinker
Strategic Planning
Bilingual
Interpersonal skills
Time Management
Problem solving
People Development
ServSafe Certified Food Safety Manager
ServSafe Certified Food Safety Proctor
ServSafe Certified Food Safety Instructor
Ken Blanchard Situational Frontline Leadership
Ken Blanchard on Servant Leadership
Achieving Breakthrough Results
High Impact Coaching
CliftonStrengths finder Assessment: Strategic, Positivity, WOO, Connectedness, Activator
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