Customer Service Manager

Andrew Lofaro

Cary, NC ***** • LinkedIn

****************@*****.*** • 919-***-****

Accomplished Operations Leader

Results-focused, ambitious executive with 20+ year record of achievement developing and directing strategic initiatives in ever-changing, dynamic environments that achieve operational excellence. Excel in developing and deploying organizational frameworks that maximize profitability and productivity without compromise to quality. Hands-on leader with talent for developing and guiding teams to exceed expectations and deliver top customer service while fostering a best practice led, conducive atmosphere.

Solid history of success in the hospitality and restaurant sector with immense knowledge of proven business and profit models. Dedicated to generating unprecedented growth backed by sustainable operations and internal controls.

Areas of Expertise:

Strategic Planning and Implementation

Cost Reduction and Avoidance

Recruiting and Staffing Initiatives

Contract Development / Negotiations

Multi-Unit Operations Management

Budget Administration / Management

Operations Analysis / Process Redesign

Staff Development Programs

Team Building and Leadership

Purchasing / Inventory Management

Professional Experience

Levy Restaurants, Greensboro, NC

Director of Operations (2017 to Present)

Oversee $48M food and beverage operations spanning five stadiums/arenas across three states while holding full P&L accountability.

Orchestrate strategic and tactical planning and all bottom-line deliverables, steering focus on maximizing profitability without compromise to food quality, productivity, or service delivery. Lead team of 400+ in best practices of customer service, bar management, and general operations; administer performance management to track performance and maintain quality standards. Provide one-on-one coaching to enhance performance. Identify and integrate continuous improvements and programs that strengthen operations. Manage HR functions including recruitment, onboarding, and hiring. Developed work incentives to drive staff accountability, while driving positive reinforcement to promote from within.

Selected Contributions:

Produced 40% increase in profits – within one year – by restructuring business line and modernizing the organization’s systems, methods, and tools – decreased food costs to 14% and labor to 8%.

Successfully delivered overall profitability of the venues to 32% of EBITDA and increased revenues through innovative marketing strategies.

Crafted innovative programs that increased employee loyalty and reduce turnover by 25%; revamped recruitment and onboarding process to secure top talent and worked extensively with stadium and arena management to deliver training and improved working conditions.

Led implementation of the organization’s acquisition of Professional Sports Catering. Partnered with the organization’s leadership to roll-out new mission and objectives and foster smooth transition for the properties.

Midwest Hospitality Group/Envision Cinemas, Cincinnati, OH

Director of Special Projects (2013 to 2017)

Envisioned and implemented critical projects vital to the success of the organization; held responsibility for directing all pre-opening activities, designing operational frameworks, and creating marketing campaigns.

Led all aspects of special projects and campaigns. Developed scope, deliverables, and milestones. Recruited and onboarded cross-functional teams and assigned tasks that maximized individual strengths. Oversaw budget and timelines and ensured successful completion within time and budget constraints. Analyzed and managed organization P&L through integration and management of operational systems.

Selected Contributions:

Delivered concept design, site selection, construction, vendor relations, purchasing, SOPs, and staff recruiting and training for two locations – Envision Cinemas and Spare Lounge.

Improved processes within the organization, instilling vision to achieve organization goals and sales targets – exceeded sales of $22M by 18%.

Developed and implemented innovative marketing campaigns that engaged audiences and increased revenues companywide.

IPIC Cinemas/Tanzy Restaurants, Boca Raton, FL

Area Director of Operations (2010 to 2013)

Headed operations for multi-unit, upscale Salt Lounges and full service IPIC movie cinemas totaling $21M in annual sales.

Led, directed, and developed 24 salaried managers and 360+ employees and oversaw area operations. Ensured all staff adhered to policies and procedures and delivered consistency in customer service. Identified and targeted areas of growth and opportunity to drive success. Developed sales and profit margin plans, sustained margins, and created turnover objectives. Implemented guidelines for employee evaluations, recruitment, and promotion.

Selected Contributions:

Partnered with General Manager to implement systems and processes for efficient purchasing and management of the production line – achieved food costs of 24.2%, below organization average of 31%.

Selected as Regional Training Site, holding responsibility for mentoring and training managers for all nine locations within the district.

Grew customer base by 12% through implementation of creative marketing strategies.

Cobb Cinebistro, Miami, FL

Area Manager/Director of Management Training (2005 to 2010)

Spearheaded launch and management of 5,570 seat movie theatre equipped with full-service 4-star restaurant and bar, comprised of 900+ employees.

Oversaw staffing, strategic directives, and training of teams; maintained high levels of customer service and satisfaction. Established targets and incentives to increase turnover and profitability. Reviewed and monitored expenses and created cost-cutting strategies. Directed menu development, purchasing, inventory management, and movie scheduling. Created training manuals, multimedia visual aids, and education materials.

Selected Contributions:

Triggered $31.3M in revenue, 30% food cost and 30% liquor costs – within one year – exceeding organization expectations and achieving model duplication companywide.

Increased guest traffic by developing relationships and rapport with local hotels, golf courses, and businesses.

Additional experience as Regional Director of Operations, 2001 to 2005, at Fox Sports Grill.

Military Experience

United States Marine Corps Corporal

Completed Officers Candidate School in Quantico, VA and Platoon Leaders School on Camp Lejune. Received Good Conduct Medal and Honorable Discharge.

Education and Credentials

Bachelor of Arts in Finance Thomas Edison State College, Trenton, NJ

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