Customer Service Operational Excellence
Resume:
Work History
Director Of Operations
Andrew
Lofaro
Contact
Address
Pittsboro, NC 27312
Phone
****************@*****.**
m
Andrew Lofaro
WWW
Bold Profile
Skills
Cost Reduction and
Avoidance
Multi-Unit Operations
Management
Budget Administration /
Management
Operations Analysis /
Process Redesign
Team Building and
Leadership
Performance Analysis
Strategic planning and
execution
Staff training/development
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.
Director of Operations
Empire Eats, Raleigh, United States
2025-01 -
Current
Oversaw daily operations across multiple
departments, ensuring seamless coordination and
efficient execution of tasks.
•
Defined, implemented, and revised operational
policies and guidelines.
•
Negotiated with vendors, suppliers and other
stakeholders to acquire mutually beneficial
contracts and agreement.
•
Oversaw successful implementation of operational
strategies and policies to drive organizational
growth and productivity.
•
Managed budgets and resources, optimizing
allocation for maximum impact on business
objectives.
•
Established and monitored quality assurance
standards to achieve operational excellence.
•
Led cross-functional teams for successful completion of projects, resulting in increased productivity.
•
Implemented data-driven decision-making
processes to enhance operational performance and
achieve targets.
•
Drove revenue growth through the identification of new market opportunities and the expansion of
existing products/services offerings.
•
Coaching and mentoring
Budget development
Inventory management
Effective leader
Achieved team goals through formalized training
plans, coaching, and performance management.
•
Contributed to talent acquisition efforts by
participating in recruitment activities, identifying top candidates and facilitating smooth onboarding
processes.
•
Collaborated with senior management to develop
and execute long-term corporate goals and
objectives.
•
Spearheaded change management initiatives that
facilitated organizational transformations while
minimizing disruption to ongoing operations.
•
Director of Operations
Macs Hospitality Group, Charlotte, NC
2021-05 -
Current
Defined, implemented, and revised operational
policies and guidelines.
•
Worked collaboratively with functional leaders to
implement new procedures and corrective actions
to improve quality.
•
Monitored office workflow and administrative
processes to keep operations running smoothly.
•
Achieved team goals through formalized training
plans, coaching, and performance management.
•
Monitored budget and utilized operational
resources.
•
Mentored and coached team members to foster
productive and engaging work environment.
•
Developed systems and procedures to improve
operational quality and team efficiency.
•
Analyzed customer feedback and identified areas
for improvement to drive business success.
•
Spearheaded implementation of process
improvements and cost-saving initiatives to increase value and maximize profits.
•
Reduced financial inconsistencies while assessing
and verifying billing invoices and expense reports.
•
Implemented business strategies, increasing revenue and effectively targeting new markets.
•
Handled problematic customers and clients to assist lower-level employees and maintain excellent
customer service.
•
Reduced budgetary expenditures by effectively
negotiating contracts for more advantageous terms.
•
Director of Operations
Levy Restaurants, Greensboro, NC
2017-01 -
2021-02
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.
Area Director of Operations
IPIC Cinemas/Tanzy Restaurants, Boca Raton, FL
2010-01 -
2017-01
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.
•
Area Manager/Director of Management
Cobb Cinebistro, Miami, FL
2005-01 -
2010-01
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
•
Education
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.
•
Bachelor of Arts: Finance
Thomas Edison State College - Trenton, NJ
1993-01 -
1997-01
Contact this candidate