Kastriot Pacarada
The Bronx,NY
Summary
Performance-driven operations leader with more than a decade of experience in optimizing operational efficiencies, driving productivity, and achieving high profitability. Successful record of streamlining processes, enhancing quality standards, and exceeding business targets. Proven with commendable strategic planning, team-building, and conflict resolution skills. Innovative problem solver with a keen eye for detail and a continuous improvement mindset. Skilled in data analysis, project management, and implementing best practices to ensure operational excellence. Excellent communicator with a work history of fostering strong relationships with cross-functional teams, stakeholders, and clients. Proficient in leveraging technology and automation tools to drive operational effectiveness and performance. Extensive financial acumen and ability to develop and coordinate budgets, forecast trends, and maximize profitability. Well-versed in regulatory compliance, risk management, and maintaining high standards of operational integrity. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Focused Operations with 10 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers. Ready to offer exceptional leadership and planning abilities to take on new role in Hospitality and Operations setting. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Well-versed in Operations standards and market trends.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Regional Director of Operations
Fotografiska International
01.2019 - Current
- Spearheads the management of more than 300+ employees, including janitorial cleaning teams, as well as procurement and resource allocation
- Conceptualizes financial plans and ensures company-wide compliance by coordinating with departmental heads
- Leads complete client support services, housekeeping, facilities, and member services/concierge departments
- Establishes and updates operational policies and guidelines, monitoring revenue and conducting budget assessments for profit optimization
- Collaborates with human resources to craft job descriptions, recruit skilled staff, manage training initiatives, and execute staff assessments
- Upholds adherence to New York City/State Department of Buildings safety regulations.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Developed systems and procedures to improve operational quality and team efficiency.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Mentored and coached team members to foster productive and engaging work environment.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Implemented data-driven decision-making processes to enhance operational performance and achieve targets.
- Established and monitored quality assurance standards to achieve operational excellence.
- Promoted a culture of safety within the organization by enforcing compliance with established regulations, policies, procedures, as well as conducting regular audit checks.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Monitored and coordinated workflows to optimize resources.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.
- Spearheaded change management initiatives that facilitated organizational transformations while minimizing disruption to ongoing operations.
- Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
- Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
- Championed quality assurance efforts by establishing rigorous standards and monitoring adherence to maintain high levels of service delivery.
- Mitigated risks by developing comprehensive contingency plans that ensured business continuity during unforeseen events or challenges.
- Championed corporate social responsibility initiatives, engaging employees in community outreach events and fostering a positive company image.
- Ensured optimal resource utilization by employing effective project management methodologies that maximized ROI without compromising quality or deadline adherence.
- Optimized supply chain management through the implementation of best practices, reducing lead times and improving inventory control.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Standardized operational procedures across all regional locations to ensure consistency in quality and performance.
- Ensured successful project completion by establishing clear objectives, milestones, and communication channels.
- Negotiated favorable contracts with vendors to reduce costs without compromising on product or service quality.
- Increased operational efficiency by streamlining processes and implementing innovative solutions.
- Managed financial performance of regional operations, including P&L responsibility, revenue generation, and expense control.
- Developed strong partnerships with key clients to expand business opportunities and drive revenue growth.
- Collaborated with other Regional Directors to share best practices, align strategies, and foster a spirit of teamwork across the organization.
- Enhanced employee satisfaction with targeted training programs and professional development opportunities.
- Provided regular updates on regional performance to senior leadership through comprehensive reporting and data-driven insights.
- Led cross-functional teams to achieve company-wide goals and initiatives within the region.
- Set team and individual KPIs and provided regular, actionable feedback.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Director of Operations
Neuehouse LLC (Former CultureWorks)
01.2018 - 01.2019
- Implemented and upheld hospitality standards for new staff, assisting in training
- Ensured quality control of products at counter, focusing on visual appeal using natural aesthetics
- Oversaw F&B team daily, emphasizing gracious and efficient service to enhance customer satisfaction
- Managed payroll, scheduling and facilitated team communication for weekly meetings
- Administrated beverage orders and assisted in wine selections for events
- Coordinated catering equipment setup and resolved conflicts during events
- Collaborated with the executive chef to maintain cleanliness and health standards in food service areas
- Headed operational improvements leading to significant cost savings and profit margin improvements
- Directed F&B staff and coordinated service during events, ensuring seamless operations
- Monitored industry trends through social media and managed quality assurance programs effectively, including onsite evaluations, internal audits and customer surveys.
- Developed and monitored annual goals and key metrics for continuous improvements for internal service groups.
- Approved annual sales targets, plans, excursion dates and menus.
- Introduced new technologies to improve operational efficiency, streamline processes, and enhance overall guest experience.
- Analyzed market trends to identify new opportunities for business expansion within the hospitality sector.
- Fostered a culture of continuous improvement by encouraging feedback from guests as well as employees.
- Established strong relationships with vendors, securing favorable pricing and terms for products and services required in the industry.
- Enhanced guest satisfaction by implementing innovative hospitality programs and services.
- Optimized space utilization across various properties/facilities through effective planning and inventory management.
- Collaborated with sales teams to develop competitive packages that attracted both leisure travelers and corporate clients alike.
- Developed and executed strategic plans to drive revenue growth in the hospitality sector.
- Served as liaison between executive management and events department.
- Streamlined operations for increased efficiency and improved guest experience.
- Led a team of professionals in delivering exceptional guest experiences and maintaining high-quality standards.
- Implemented staff training and development programs, resulting in a highly skilled and customer-focused workforce.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Motivated staff to perform at peak efficiency and quality.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Purchased food and cultivated strong vendor relationships.
- Developed unique events and special promotions to drive sales.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Maximized quality assurance by completing frequent line checks.
- Coordinated with catering staff to deliver food services for special events and functions.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Developed systems and procedures to improve operational quality and team efficiency.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Mentored and coached team members to foster productive and engaging work environment.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Implemented data-driven decision-making processes to enhance operational performance and achieve targets.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Monitored and coordinated workflows to optimize resources.
- Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
- Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
- Spearheaded change management initiatives that facilitated organizational transformations while minimizing disruption to ongoing operations.
- Optimized supply chain management through the implementation of best practices, reducing lead times and improving inventory control.
- Championed corporate social responsibility initiatives, engaging employees in community outreach events and fostering a positive company image.
- Mitigated risks by developing comprehensive contingency plans that ensured business continuity during unforeseen events or challenges.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Ensured optimal resource utilization by employing effective project management methodologies that maximized ROI without compromising quality or deadline adherence.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reported issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Operations Manager, Customer Experience
MetroHutch Corp
01.2011 - 01.2018
- Oversaw operations in a restaurant serving over 800 daily customers, prioritizing top-notch customer service
- Coordinated functions for up to 200 attendees at front and back-end events
- Captained the launch of 3 new restaurants under the café group, streamlining the setup of technology solutions such as point-of-sale (POS) systems
- Collaborated closely with Marriott Corporation to inaugurate Residence Inn - The Bronx Marriott Hotel, managing operations and kitchen affairs
- Leveraged Excel for tracking and updating restaurant inventory
- Managed all aspects of restaurant administration, including recruitment and training of F&B personnel, creating schedules, and overseeing payroll.
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Enhanced employee engagement through the development of performance management systems and recognition programs.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Analyzed key performance indicators to identify areas for improvement and develop action plans accordingly.
- Introduced new technologies to optimize operational efficiency and improve overall customer experience.
- Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
- Collaborated with sales and marketing teams to align customer experience strategies with overall brand goals.
- Developed and managed budgets, effectively reducing operational costs while maintaining quality service.
- Led cross-functional teams to drive process improvements and achieve business objectives.
- Organized quarterly town hall meetings to foster open communication among employees about company updates.
- Managed inventory levels, reducing stock shortages while minimizing excess inventory costs.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Initiated a successful loyalty program that contributed to higher customer retention rates.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Established performance and service goals and held associates accountable for individual performance.
- Developed new employees and on-going performance assessment of current employees.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Assisted in recruiting, hiring and training of team members.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Education
Bachelor’s - Criminal Justice
John Jay College - City University of New York (CUNY)
New York04.2020
Skills
- Business Operations
- Budget Planning/P&L
- Project Management
- Staff Training & Development
- Stakeholder Relationships
- Cross-functional Collaboration
- Risk Management
- Cost Optimization
- Research & Analysis
- Issue Resolution
- Windows OS
- Mac OS
- Microsoft Office
- SQL
- MySQL
- Java
- C
- C
- HTML
- Adobe
- MICROS
- Tandem
- Strategic planning and execution
- Leadership training
- Operations Oversight
- Business Management
- Cost Control
- Risk Mitigation
- Capital Spending
- Customer Service
- Effective leader
- Goal Setting
- Inventory Tracking and Management
- Operational Efficiency
- Business Leadership
- Performance Evaluation and Monitoring
- Data Analysis
- Employee Development
- Payroll Administration and Timekeeping
- Purchasing and planning
- KPI Tracking
- Organizational Structuring
- Business Growth Initiatives
- P&L Management
- Team Leadership
- Operations Management
Certification
- Qualifying Certificate in Food Protection, Bronx Community College
- F01 & F03 Certificate - Indoor Place of Assembly Safety Personnel, NYC Fire Department
- Food Handlers Certification & Food Handlers Protection Certification, New York City
- Certified ServSafe Manager
- Aloha POS Certification
Languages
English
Full Professional
Albanian
Native or Bilingual
Timeline
Regional Director of Operations
Fotografiska International
01.2019 - Current
Director of Operations
Neuehouse LLC (Former CultureWorks)
01.2018 - 01.2019
Operations Manager, Customer Experience
MetroHutch Corp
01.2011 - 01.2018
Bachelor’s - Criminal Justice
John Jay College - City University of New York (CUNY)
- Qualifying Certificate in Food Protection, Bronx Community College
- F01 & F03 Certificate - Indoor Place of Assembly Safety Personnel, NYC Fire Department
- Food Handlers Certification & Food Handlers Protection Certification, New York City
- Certified ServSafe Manager
- Aloha POS Certification
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