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Director Of Operations for Food and Beverage and Customer Service

Location:
Leesburg, VA
Posted:
January 02, 2023

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Resume:

EDWARD NELSON

PROFESSIONAL PROFILE

An established, results-oriented management professional with 25+ years of experience navigating the complexities of and optimizing the frameworks within both B2C and end-consumer level business operations at the service, logistical, project, and administrative levels—leveraging a pragmatic approach to development and leadership that maintain a competitive advantage, drive growth, and deliver bottom-line results for multi-million dollar operations with sales volumes between $15 and $30M EXPERTISE

OPERATIONAL MANAGEMENT

BUSINESS STRATEGY &

DEVELOPMENT

PROJECT MANAGEMENT

PROCESS IMPROVEMENT

SALES & ENGAGEMENT

PERFORMANCE MONITORING

TEAM BUILDING & LEADERSHIP

BUDGET PLANNING &

RESOURCE MANAGEMENT

QUALITY & COMPLIANCE

CUSTOMER SERVICE

adueeh@r.postjobfree.com

703-***-****

Lovettsville, VA

CONTACT CAREER HIGHLIGHTS

Led 350+ direct/indirect reports, took control of $24M P&L, and managed operations across three locations and 24 business units as the General Operations Manager; $22M P&L, 400+ direct/indirect reports across two locations and 18 business units as the Director of Operations (HMS)

Designed, developed, and deployed improved training frameworks that enhanced employee satisfaction and reduced turnover by 130% over eight years (HMS) Increased sales volume 18% yoy by working hands-on with Front-Of-House and Back-Of- House teams to consistently improve the quality of food and guest service (Velocity) Introduced a sales lifecycle process that reduced costs by 3%, increased revenue by

$5M, and surpassed all profit and cash flow targets (HMS) Managed cost-out initiatives that resulted in a 6% reduction in spending, nearly $1M in annual savings (HMS)

Oversaw the launch of 10 locations over nine years, further achieving a contract extension for 12 new business units through FY2017 currently in operation (HMS) as a result of the successful opening and sound business practices Spearheaded the design and management of an advanced communications system project that resulted in improved workflows, operational efficiency, and productivity for a 150+ employee call center (AirServ)

Navigated planning and forecasting while managing a $15M operating budget— maintaining accurate and complete financial reports, analyzing expenditures, and ensuring spending did not exceed approved limits (AirServ)

Achieved 95% Audit compliance over a 10-year contract, running daily tests to ensure optimal performance and adherence to operational guidelines in security lines (AirServ) CORE QUALIFICATIONS & EXPERIENCE

EXECUTIVE OPERATIONS MANAGEMENT

• Provided leadership to teams ranging in size from nine to 400+, demonstrating an ability to manage in a sales-driven environment that relies on cohesive planning, execution, and engagement—managing all payroll, human resources compliance, banking, budgets, and profit and loss reporting

• Proactively restructured operational management processes and frameworks that effectively reduced employee turnover, improved job satisfaction, and encouraged a collaborative, growth-focused business environment

• Communicated best practices for tapping into existing capabilities and resources in support of improved operational efficiency and performance—implementing strategies for resolving challenges, leveraging critical thinking and problem-solving skills to introduce solutions and process improvements

• Established roadmaps for operational processes, identifying requirements, prioritizing tasks, and implementing strategies for resolving challenges

• Expertly managed request for proposal (RFP) and production efforts on behalf of multiple key accounts, ensuring brand and company standards were maintained according to agreed-upon contracts

BUSINESS DEVELOPMENT

• Synthesized competitive intelligence, business goals, and performance metrics— conducting analysis to develop a strategy for development and growth that required an ability to support maximum optimization and profitability

• Collaborated with sales teams to develop and implement new tools, strategies, processes, and methodologies designed to acquire new accounts, drive revenue generation, and achieve established targets

SALES AWARDS

HIGHEST SALES, 2010

ACHIEVEMENT AWARD FOR

1ST 100% AUDIT SCORE, 2010

SALS AWARD FOR

ONE-DAY SALES, 2010

BEST REVENUE YEAR

OVER YEAR, 2010

MOST ANNUAL SALES, 2010

BEST COST OF SALES, 2009

HIGHEST CUSTOMER

SERVICE AWARD, 2009

MID-ATLANTIC

MOST KNOWLEDGEABLE

AWARD, 2009

EDWARD NELSON

CORE QUALIFICATIONS & EXPERIENCE (CONT'D)

BUSINESS DEVELOPMENT (CONT'D)

• Established and fostered key business relationships and industry partnerships, navigating complex negotiations and delivering valuable contracts that promised ongoing and future business opportunities

• Managed budget parameters, service delivery, and performance of deliverables—engaging quality assurance provisions, terms, and conditions to identify necessary amendments and ensure adherence to contractual obligations

• Developed community-centric marketing strategies, building partnerships with local organizations, businesses, and civic institutions to expand brand awareness and drive engagement PEOPLE LEADERSHIP

• Supported performance-related management initiatives, providing insight into improved practices and process execution in supervising diverse personnel—assisting with performance reviews and providing guidance on monitoring and managing employee engagement, productivity, and output

• Possesses a demonstrated ability to both lead and work alongside cross-functional teams in a dynamic, consumer-centric environment in support of shared objectives and goals—encouraging teamwork and collaboration in support of key performance indicators (KPIs) and a positive workplace culture

• Employed flexibility and open-mindedness, establishing a reputation as a professional capable of working with people from diverse backgrounds in a fast-paced environment—leveraging natural leadership abilities and strong communication skills to effectively prioritize and delegate tasks while maintaining consistency, quality, and continuity

• Identified sustainable learning, training, and development-centric solutions to meet the needs of a growing workforce, creating customized coaching programs that supported core business objectives and resulted in greater returns through effective communication, improved customer service, and an increase in overall performance PROJECT MANAGEMENT

• Built, led, and coached cross-functional teams while managing in complex, often unpredictable operational and project- centric environments—capitalizing on individual strengths and abilities to meet evolving business needs

• Engaged communication, problem-solving, and critical thinking skills to strategize and introduce solutions to unexpected challenges—effectively delivering clear and concise directives related to project priorities and expectations

• Demonstrated leadership and an ability to communicate effectively in the delivery of clear and concise directives related to project priorities and expectations—employing strategic planning and management expertise to support projects throughout the life cycle from requirements gathering to follow-up

• Established a strategic direction for maintaining workflow, identifying requirements, and managing schedules, budgets, and risk mitigation efforts in support of optimizing project turnaround time and maintaining quality standards PROFESSIONAL WORK HISTORY

DIRECTOR OF OPERATIONS, Velocity Wings Restaurants Purcellville, VA Jul 2013 - present SENIOR DIRECTOR OF OPERATIONS, HMS Host Baltimore, MD Aug 2008 - Jul 2013 GENERAL OPERATIONS MANAGER, HMS Host Baltimore, MD Jun 2005 - Aug 2008 GENERAL MANAGER, HMS Host Baltimore, MD Nov 2005 - Jun 2005 GENERAL OPERATIONS MANAGER, AirServ Corporation Dulles, VA Jun 1996 - Nov 2005 adueeh@r.postjobfree.com 703-***-****

ADDITIONAL AWARDS & RECOGNITION

HIGHEST ASSOCIATE SATISFACTION AWARD, 2010

BEST PRODUCT OPTIMIZATION AWARD, 2009, 2010, 2011

ANNE ARUNDEL PARTNERSHIP AWARD, 2009, 2010

BEST CASH FLOW, 2009

EDUCATION

COURSES COMPLETED, Delaware County College



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