Gabriela Pinto
Houston,Texas
Summary
Strategic operations leader with over 20 years of experience driving efficiency and profitability in multi-unit environments. Successfully restructured operational systems to enhance accountability and improve guest experiences. Collaborated with executive leadership to implement growth initiatives that resulted in measurable business expansion.
Overview
16
16
years of professional experience
Work History
Senior Director of Operations
Smashburger
54 locations/1,080 Employees/$56M+ Annual Sales, TX-CO-IL-KY-OH-MN
01.2021 - 06.2026
- Led multi-unit operations across a regional market, driving sales growth, profitability, operational excellence, and customer satisfaction. Led over 50 locations total. Increased 20% NPS and 15% RB Vs PY
- Oversaw P&L management, budgeting, forecasting, labor optimization, and cost-control initiatives across multiple locations. Reduced Controllable expenses by 10% in labor, COGS, and facilities total.
- Direct new restaurant openings from site evaluation through launch execution, ensuring operational readiness and successful market entry. A total of 8 NROs and 6 franchises were transferred into corporate.
- Partner with executive leadership to evaluate and execute strategic growth initiatives, market expansion opportunities, and operational projects. Some of them: "The Kioks Project" increasing $4 in every customer transaction; "Smart Scale " decreasing 70% of the refunds and improving food accuracy, reducing 50% of the NPS complaints.
- Developed and implemented strategic initiatives that improved productivity, profitability, employee engagement, and guest experience. By restructuring the "Field Leader's Store Visits" to be more impactful, efficient, and engaging in every store visit, and to become more consistent across the board.
- Led cross-functional testing and implementation of new menu items, products, operational programs, and business initiatives.
- Utilized operational and financial data to identify opportunities, solved complex business challenges, and drove continuous improvement by developing a " Store Business Plan" for every location, resulting in stronger GM financial acumen and clearer alignment with performance goals
- Spearheaded the redevelopment of the Field Leaders Guide, creating standardized expectations, accountability measures, leadership tools, and operational best practices.
- Ensured compliance with company policies, food safety standards, labor regulations, and operational requirements.
- Analyzed proposed projects, operational investments, and business opportunities to assess financial impact, scalability, and long-term success.
Director of Operations
Smashburger
12 locations/ 240 Employees/$12M+ Annual Sales, TX
04.2019 - 01.2021
- Led operations for multiple restaurant locations, achieving sales, profitability, and operational performance goals. 20% RB Vs PY, 70% NPS and 90% High-Performing Audits.
- Managed budgeting, forecasting, and financial performance across multiple units to align with organizational objectives.
- Developed and implemented operational strategies that improved efficiency while controlling labor and food costs. Reduced labor 5%, improved schedule efficiency, reduction in overtime expenses.
- Analyze profit and loss statements to identify opportunities for cost reduction and revenue growth.
- Identified performance gaps and implemented process improvements to enhance productivity and profitability.
- Collaborated cross-functionally to drive operational initiatives and achieve organizational objectives.
- Coached and supported restaurant managers in all aspects of operations, leadership, and employee development. Resulting 40% decrease in turnover.
- Recruited, developed, and mentored management teams, resulting in a strong internal promotion pipeline. Resulted in 90% internal promotions
- Ensure compliance with company policies, HR requirements, and state and federal regulations.
- Monitored customer satisfaction metrics and implemented action plans, enhancing guest experience. Resulted 20% increase in NPS and from 4.0 to 4.5 google rating
General Manager
Smashburger
25 Employees/ $1.5M+ Annual Sales , Houston Texas
11.2013 - 04.2019
- Directed all restaurant operations including financial performance, staffing, inventory management, scheduling, and vendor relationships. Resulted 20% EBITDA and 70% NPS
- Consistently exceeded sales and operational performance targets through strategic planning and execution.
- Controlled labor and food costs while maintaining high customer satisfaction scores.
- Analyzed operational performance data to identify opportunities for improvement. Implemented initiatives that improved food quality, cleanliness, and guest experience.
- Developed and coached team members at all levels, creating a strong leadership pipeline.
- Ensured compliance with company policies, food safety standards, and employment regulations.
Store Manager
Speedy Cash
50 Employees/ $10.8 M+ Annual Profit , Houston Texas
05.2010 - 11.2013
- Managed daily store operations, financial performance, staffing, and customer service initiatives.
- Oversaw cash management processes exceeding $200,000 in daily transactions while maintaining strict compliance controls.
- Analyzed sales and performance data to drive revenue growth and operational improvements.
- Hired, trained, coached, and developed employees to improve productivity and customer service.
- Managed scheduling and labor costs to maximize profitability.
- Approved loan applications in accordance with company policies and lending regulations.
Education
Houston Community College
Houston, TXSkills
- Financial Analysis and Strategic Planning
- P&L Management
- EBITDA Growth
- Operational Excellence
- Multi-Unit Operations
- New Store Openings & Market Expansion
- Operational Efficiency
- Labor Deployment and Cost Control
- Process Improvement & Innovation
- Food Safety and Brand Standards
- Leadership Development
- Performance Management
- Hospitality
- Team Development and Talent Retention
- Effective Communication and Collaboration
Languages
English
Professional
Spanish
Professional
Timeline
Senior Director of Operations
Smashburger
01.2021 - 06.2026
Director of Operations
Smashburger
04.2019 - 01.2021
General Manager
Smashburger
11.2013 - 04.2019
Store Manager
Speedy Cash
05.2010 - 11.2013
Houston Community College