Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Amer Ishaq

New York,NY

Summary

Highly accomplished leader with 20+ years of experience developing and managing successful multi-unit retail operations to exceed expectations. Customer-centric with expertise in strategy building, marketing, business development, and developing exceptional teams. A hands-on manager who leads by example, maximizes staff potential, develops future leaders, and champions the company’s core values and mission. Areas of expertise include: Organizational Leadership Relationship and Brand Management Training, Coaching & Counseling Budgeting & Forecasting People Development Strategic Planning & Execution P&L Management Sales Forecasting/Sales Training High-Volume Recruiting Labor Controls Strategic Brand Positioning Competitive and Financial Analysis New Market Openings Construction and Maintenance Management Lease Negotiations Change Management Building Guest Count and Sales Cost Avoidance DSP & Third-Party Relationships Supply Chain Management Policy & Procedure Formation Proficient in POSI Touch, Aloha, Micros, MenuLink, Compeat, Paycom, Microsoft Office B Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Business Manager with proven success leading productive teams, controlling budgets, networking to drive growth initiatives and marketing to maximize brand outreach.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Director of Operations

Neat USA
New Yo, NY
01.2023 - Current
  • Set goals and expectations for direct reports using performance review process, holding staff accountable.
  • Worked with management team to develop operational goals aligned with business strategy.
  • Developed and maintained client relationships to grow business and improve account retention.
  • Recognized employees for demonstrating excellent service resulting in increased company morale.
  • Established operational guidelines and identified opportunities for improvement.
  • Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
  • Organized and oversaw work schedules of departmental managers.
  • Contributed to organizational strategic direction to improve products and services.
  • Reviewed site and department performance to improve quality of services and comply with regulatory requirements.
  • Enhanced customer service and satisfaction through policy and procedural changes.
  • Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
  • Promoted products, increasing customer base and market share.
  • Assessed reports and adjusted workflows to realign with targets.
  • Analyzed data trends and identified potential risks or opportunities associated with operations.
  • Reviewed contracts with vendors to ensure compliance with regulations and terms and conditions.
  • Monitored inventory levels to ensure adequate stock was available at all times.
  • Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
  • Identified areas where process improvements could be made resulting in increased productivity.
  • Negotiated contracts with suppliers ensuring best value pricing options were secured.
  • Created policies and procedures for improved workflow processes.
  • Directed the operations and logistics of a multi-million dollar business.
  • Prepared detailed reports outlining operational results on a regular basis.
  • Implemented systems for monitoring employee attendance, scheduling, payroll.
  • Developed training programs for new employees as well as existing staff members.
  • Developed and implemented operational strategies to improve efficiency and reduce costs.
  • Maintained budgeting documents for accurate tracking of expenses.
  • Ensured compliance with applicable laws, regulations, industry standards.
  • Facilitated meetings with key stakeholders to discuss progress towards objectives.
  • Analyzed financial data to make informed decisions on cost savings initiatives.
  • Streamlined workflow processes to reduce costs and increase efficiency.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Implemented continuous improvement initiatives for process optimization.
  • Negotiated contracts with suppliers for cost-effective solutions.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Monitored inventory levels, managed procurement processes.
  • Developed and implemented operational policies and procedures.
  • Analyzed market trends to identify growth opportunities.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Ensured compliance with industry regulations and standards.
  • Collaborated with sales team to drive revenue growth.
  • Drove customer satisfaction by addressing concerns or feedback promptly.
  • Formed and sustained strategic relationships with clients.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Oversaw daily operations, optimizing efficiency and productivity.
  • Coordinated with HR to recruit, train, and retain staff.
  • Fostered positive relationships with clients and vendors.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Established effective communication channels within organization.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Implemented campaigns and promotions to help with developing goods and services.
  • Facilitated employee development through coaching and mentoring programs.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Structured HR consulting services to support clients during organizational developments and changes.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Managed budgets, financial forecasting, and analysis.
  • Managed risk mitigation strategies across all operations.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Cultivated a positive work environment promoting teamwork.

Director of Operations

Pokeworks
Irvine
11.2021 - 12.2022
  • Set goals and expectations for direct reports using performance review process, holding staff accountable.
  • Worked with management team to develop operational goals aligned with business strategy.
  • Recognized employees for demonstrating excellent service resulting in increased company morale.
  • Established operational guidelines and identified opportunities for improvement.
  • Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
  • Contributed to organizational strategic direction to improve products and services.
  • Enhanced customer service and satisfaction through policy and procedural changes.
  • Reviewed site and department performance to improve quality of services and comply with regulatory requirements.
  • Oversaw personnel by commending or initiating promotions, transfers and disciplinary measures.
  • Successfully improved employment turnover through creating incentive and training programs.
  • Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
  • Reviewed contracts with vendors to ensure compliance with regulations and terms and conditions.
  • Monitored inventory levels to ensure adequate stock was available at all times.
  • Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
  • Identified areas where process improvements could be made resulting in increased productivity.
  • Created policies and procedures for improved workflow processes.
  • Developed training programs for new employees as well as existing staff members.
  • Oversaw the implementation of new technology solutions designed to streamline processes.
  • Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
  • Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
  • Provided leadership and guidance to subordinate managers and supervisors.
  • Maintained budgeting documents for accurate tracking of expenses.
  • Ensured compliance with applicable laws, regulations, industry standards.
  • Facilitated meetings with key stakeholders to discuss progress towards objectives.
  • Analyzed financial data to make informed decisions on cost savings initiatives.
  • Streamlined workflow processes to reduce costs and increase efficiency.
  • Set departmental objectives aligned with company vision and mission.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Developed and implemented operational policies and procedures.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Implemented campaigns and promotions to help with developing goods and services.
  • Delegated work to staff, setting priorities and goals.
  • Managed budgets, financial forecasting, and analysis.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Cultivated a positive work environment promoting teamwork.

Regional Operator

Veggie Grill
New York, NY
04.2019 - 11.2021
  • As the first Regional Operator for the East Coast, I have opened restaurants in both the Boston and New York markets within the same quarter
  • Liaised with construction, local authorities, PR and marketing to make the national expansion extremely successful
  • Our New York launch achieved the most successful opening in company history
  • Closely collaborate with C-suite leadership, including CEO, vice president, and other senior leaders within the organization
  • Recruit and develop team at each location, maintaining clear focus on coaching and leading excellence in operations
  • Work with construction team to ensure a timely turnover
  • Build relationships with the community and city government, and ensure compliance with local, state, and federal regulations
  • Spearhead local restaurant marketing and influencer events
  • Achieve KPI’s, sales, service, and management of restaurants
  • Ensure a positive and safe work environment where team members are appreciated and given growth opportunities
  • Implement new restaurant opening procedures and processes to assist with sales, service, and quality
  • Provide delicious and wholesome food with friendly and thoughtful service
  • Oversee quality, consistency, and preparation of all menu items to ensure highest level of guest engagement and satisfaction
  • Implemented protocols to ensure team and guest safety during COVID-19.
  • Collaborated with coworkers to perform projects quickly and meet business goals.
  • Worked with management team to develop operational goals aligned with business strategy.
  • Set goals and expectations for direct reports using performance review process, holding staff accountable.
  • Communicated clear and consistent messages regarding departmental goals to produce desired results.
  • Recognized employees for demonstrating excellent service resulting in increased company morale.
  • Established operational guidelines and identified opportunities for improvement.
  • Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
  • Contributed to organizational strategic direction to improve products and services.
  • Enhanced customer service and satisfaction through policy and procedural changes.
  • Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
  • Successfully improved employment turnover through creating incentive and training programs.
  • Assessed reports and adjusted workflows to realign with targets.
  • Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
  • Identified areas where process improvements could be made resulting in increased productivity.
  • Negotiated contracts with suppliers ensuring best value pricing options were secured.
  • Prepared detailed reports outlining operational results on a regular basis.
  • Implemented systems for monitoring employee attendance, scheduling, payroll.
  • Developed training programs for new employees as well as existing staff members.
  • Oversaw the implementation of new technology solutions designed to streamline processes.
  • Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
  • Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
  • Developed and implemented operational strategies to improve efficiency and reduce costs.
  • Managed day-to-day operations of a large staff in multiple departments.
  • Facilitated meetings with key stakeholders to discuss progress towards objectives.
  • Led cross-functional teams to achieve business goals.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Coordinated with HR to recruit, train, and retain staff.
  • Fostered positive relationships with clients and vendors.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Cultivated a positive work environment promoting teamwork.

Sr. MDU Sales Account Executive

Altice USA
Bronx, NY
11.2017 - 04.2019
  • Develop relationships in a given territory with MDU owners, property and leasing managers to increase penetration in the portfolio
  • Organize 12-18 events each month to engage with our customers and win back customers from our competition
  • Hold Lunch and Learn meetings with property management teams to educate them on Altice/Optimum Services
  • Successfully increase penetration with competition exclusive marketing deals
  • Help resolve customer issues with a favorable outcome in a timely and effective manner.

Retail District Manager

'Wichcraft
New York, NY
07.2016 - 10.2017
  • Responsible for 4 locations with $8-10 million annual sales, and an averaged 6% annual revenue growth in district
  • Successfully lead a staff of 80 employees and an 8 member management team
  • Managed controls, cost and improved efficiency
  • Increased level of service and engagement
  • Successfully managed menu rollouts
  • Implemented Inventory Control system.

General Manager – Food and Hospitality Services

Aramark – JPMorgan Chase
New York, NY
10.2015 - 02.2016
  • As General Manager of Food and Hospitality Services, I served as the direct point of contact for client representatives of JP Morgan Chase World Headquarters
  • I managed all administrative and payroll practices – scheduling, inventory, P&L reconciliation, team selection and development budgets, and labor management for a Union staff of 50+ employees and an 8 member management team
  • Managed combined gross sales of $15 million+ annual account
  • Responsible for 2 licensed Starbucks, $1 million+ each in sales
  • Designed all retail aspects of café, providing a unique representation of each food station and creation of seasonal and healthy options.

Regional Operator

Veggie Grill
Southern/Northern, CA
10.2011 - 08.2015
  • As the first Regional Operator established within the company, I have opened 11 restaurants in under 3 years
  • Successfully spearhead operations and catalyze growth and overall P&L performance for 18 of the company's fast casual restaurants generating over $40 million annually
  • Scope of oversight included leadership for over 500 employees, including 45 direct reports including general managers, restaurant managers, and kitchen managers
  • Implement 4 walls and local marketing to increase YOY sales by 20%
  • Implemented weekly and period financial structure from ground up, resulting in improved financials by 15% and labor by 4%
  • Generated hundreds of thousands of dollars in savings by improving expense control 10% to 15% per restaurant
  • Executed in-house training and development program
  • Worked closely with marketing department to develop strategic local marketing plans, resulting in sharp sales increase over 5% to 10% per restaurant
  • Managed eleven new restaurant openings (start to finish), including ongoing recruiting and staffing, facilities, marketing, and launch
  • Closely interfaced with facilities director and site management to achieve schedule
  • Developed strategic plan to market and build sales in new trade areas and helped implement policies and procedures for a constantly growing brand
  • Overhauled performance and turned-around poorly-performing restaurant into highly profitable operation
  • Trained and developed management-level staff to drive revenue consistent performance improvement
  • Revitalized restaurants that were missing financial budgets by 25% and helped them deliver 100% performance, in compliance with established goals
  • Helped to promote 2 Regional Operators, 6 General Managers, 1 Culinary Service Manager, and several shift leads.

General Manager

Veggie Grill
10.2011 - 02.2013
  • Accomplishments include supporting my location to achieve better results, enhance customer experience, and develop teams
  • In my role as General Manager, I have been successfully consistent achievement of positive sales and profitability in complex and varying store environments
  • Responsible for overall store success, including store operations, staffing, customer care, product quality and financial performance
  • Actively promotes company’s mission and operating philosophy
  • Hire and train team at each location, maintaining clear focus on coaching and leading excellence in operations
  • Supervise kitchen and FOH operations
  • Grow sales and profits
  • Supervise all administrative practices – scheduling, inventory, P&L reconciliation, Team selection and development budgets, labor management.

Food Services Supervisor (Contract Position)

Children’s Hospital of Orange County
Orange, CA
02.2011 - 08.2011
  • Oversaw food operations within the entire Children’s Hospital, including procurement, scheduling, cost management, and operational efficiency
  • Assisted dietitian in planning menus to ensure patient health and positive customer service
  • Collaborated across multiple departments to implement a new Microsoft POS system.

General Manager

Native Foods
Orange County, CA
07.2010 - 01.2011
  • Spearheaded a team spanning 3 of the busiest locations, ensuring the operational and financial success of these restaurants
  • Oversaw the opening of 2 new restaurants, worked closely with location managers to ensure financial objectives were achieved, and led people in staff development initiatives
  • Managed all aspects of food and beverage procedures, including ordering, labor, event execution, safety, sanitation, customer service, and daily financial information.

Owner and General Manager

The Urban Ranch Market
Irvine, CA
05.2007 - 05.2010
  • Created and implemented a concept for a Neighborhood-Friendly, Gourmet Market & Wine shop
  • Managed complex daily operations, including inventory selection, merchandizing and management, and all P&L responsibilities, in order to maximize locations profitability
  • Negotiated Lease and oversaw construction and design from beginning to end
  • Obtained Liquor license from ABC
  • Developed marketing and advertising programs to coincide with menu development.

Education

Business Administration -

Saddleback College

Skills

  • Organizational Leadership
  • Relationship and Brand Management
  • Training, Coaching & Counseling
  • Budgeting & Forecasting
  • People Development
  • Strategic Planning & Execution
  • P&L Management
  • Sales Forecasting/Sales Training
  • High-Volume Recruiting
  • Labor Controls
  • Strategic Brand Positioning
  • Competitive and Financial Analysis
  • New Market Openings
  • Construction and Maintenance Management
  • Lease Negotiations
  • Change Management
  • Building Guest Count and Sales
  • Cost Avoidance
  • DSP & Third-Party Relationships
  • Supply Chain Management
  • Policy & Procedure Formation
  • POSI Touch
  • Aloha
  • Micros
  • MenuLink
  • Compeat
  • Paycom
  • Microsoft Office
  • Operations Oversight
  • Process Improvements
  • Strategic planning and execution
  • Leadership training
  • Strategic Planning
  • Cost Control
  • Quality Assurance
  • Financial controls implementation
  • Operational Efficiency
  • Business Management
  • Schedule oversight
  • Performance Analysis
  • Schedule Management
  • Administrative Management
  • Customer Service Management
  • Sales Tracking
  • Inventory Management
  • Employee Development
  • Business Forecasting
  • Performance Improvement
  • Department Oversight
  • KPI Tracking
  • Customer Retention
  • Revenue Generation
  • Financial Oversight
  • Staff Scheduling
  • Business Leadership
  • Employee Relations
  • Multimillion-dollar P&L Management
  • Analytical Thinking
  • Team Leadership
  • Task Prioritization
  • Budget Development
  • Delegation
  • Finance and Accounting Oversight
  • Business marketing
  • Excellent Communication
  • Adaptability and Flexibility
  • Employee Motivation
  • Professionalism
  • Budget Control
  • Financial Administration
  • Organizational Structuring
  • Desktops, Laptops, and Mobile Devices
  • Advertising Campaign Development
  • Revenue Growth
  • Assignment Delegation
  • Reliability
  • Attention to Detail
  • Cost analysis and savings
  • Customer Relations
  • Inventory Tracking and Management
  • Profit and loss accountability
  • Problem-Solving
  • Policy Development and Enforcement
  • Financial Planning
  • Purchasing and planning
  • Policy/program development
  • Relationship Building
  • Delegating Work
  • Effective Communication
  • Hiring and Onboarding
  • Problem-solving abilities
  • Interpersonal Communication
  • Performance Evaluation and Monitoring
  • Supplier Monitoring
  • Training Management
  • Goal Setting
  • Supervision and training
  • Human Resources
  • Team building
  • Business Growth Initiatives
  • Proficient in [Software]
  • Sales Coaching
  • Employee reviews
  • Customer Service
  • Financial Management
  • Inventory Control
  • Program Optimization
  • Multitasking
  • Sales Strategies

Certification

  • ServSafe Certification (Proctor/Instructor)
  • LEAD Certified
  • NYC Health Card

Timeline

Director of Operations

Neat USA
01.2023 - Current

Director of Operations

Pokeworks
11.2021 - 12.2022

Regional Operator

Veggie Grill
04.2019 - 11.2021

Sr. MDU Sales Account Executive

Altice USA
11.2017 - 04.2019

Retail District Manager

'Wichcraft
07.2016 - 10.2017

General Manager – Food and Hospitality Services

Aramark – JPMorgan Chase
10.2015 - 02.2016

Regional Operator

Veggie Grill
10.2011 - 08.2015

General Manager

Veggie Grill
10.2011 - 02.2013

Food Services Supervisor (Contract Position)

Children’s Hospital of Orange County
02.2011 - 08.2011

General Manager

Native Foods
07.2010 - 01.2011

Owner and General Manager

The Urban Ranch Market
05.2007 - 05.2010

Business Administration -

Saddleback College

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Amer Ishaq