Lahsen Naim
Greenfield
Summary
Multi-Unit Leadership|Team Building|Follow up and Execution|Guest Satisfaction|Driving Sales Profit Over 30 years of experience in QSR with proven results. Goal oriented, energetic, and a dedicated leader with extensive people skills. Possess a strong technique to deliver a ” wow ” experience to the guest, build a team , and create a great culture within the company. Have the passion to maximize the profit by controlling food, paper, and labor costs, while focusing on driving sales.
Experienced with operational management, strategic planning, and process optimization. Utilizes effective leadership techniques to drive team performance and operational improvements. Track record of enhancing business productivity and fostering efficient workflows.
Experienced operations leader prepared to drive organizational success through strategic planning and resource optimization. Strong focus on team collaboration and adaptable to changing needs. Proven track record in process improvement, cost management, and enhancing operational efficiency. Dependable and results-oriented, with skills in leadership, strategic decision-making, and project management.
Operations professional with extensive experience in driving business efficiency and productivity. Known for fostering team collaboration and achieving significant operational improvements. Highly reliable and adaptable to evolving business needs, excelling in strategic planning and process optimization.
Forward-thinking Vice President of Operations dedicated to continuous business improvement focused on enhancing revenue and streamlining business operations. Diligent in driving profit maximization through multifaced business approaches.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Vice President of Operations
Hardee's
12.2019 - 07.2025
- Oversaw 30 Hardee’s restaurants, supervising 4 District Managers and 30 General Managers.
- Created a training location for each district and implemented Hardee’s standards with a structured training plan for District Managers/General Managers/2nd PIC/ Shift Lead/ Team Members.
- Made sure Online Training Courses are completed in a timely manner for all team members.
- Monitored and developed numerous employees/managers into effective General Managers and District Managers.
- Increased sales by focusing on SOS, delivering WoW experience to all the guests, keeping a clean restaurant, managing proper inventory, controlling food, paper and labor costs.
- Analyzed weekly/monthly/ PTD/yearly P&Ls and reviewed with District Managers for feedback and accountability.
- Conducted cash audits, enforcing food safety procedures to ensure guest safety and to achieve 90% or above on QA.
- Improved the SMG by 14% and the balanced scorecard by 19%.
- Oversaw all development and construction of new and remodeled restaurants.
Director of Operations
Dunkin'
08.2014 - 08.2018
- Director of Operations Oversaw 27 Dunkin’ units, supervising 4 Area Managers and 27 General Managers.
- Coached area managers and restaurant managers on key factors that increase customer count, employee retention, restaurant sales, and profitability.
- Provided leadership to Area Managers in critical management areas: operations, restaurant-level sales/marketing plans, safety, compliance, guest service, scheduling, and staff development.
- Made sure Dunkin’s online courses were completed in a timely manner.
- Increased company-wide sales by 3% and the bottom line by 7%.
- Prepared the business plan that was presented to the brand for new developments.
- Made sure the restaurants were always ready for brand visits and food safety inspection.
- Prepared the yearly budget and analyzed monthly/yearly P&Ls.
- Oversaw new restaurant construction locations.
Operations Manager
Tim Horton's
09.2011 - 06.2014
- Operations Manager Oversaw 13 restaurants and supervised 4 General Managers.
- Implemented solid training based on brand standards and created a culture that helped minimize employee turnover.
- Increased sales by 8%, decreased COGS by 7%, and decreased labor by 4.5%
- Improved GSS (guest satisfaction survey) by 15%.
- Made sure all bank deposits are reconsolidated.
- Analyzed monthly P&Ls and financial statements.
Partner/ Operations Manager
Dunkin' Donuts/Baskin Robbins
05.1998 - 05.2010
- Partner/ Operations Manager Supervised 5 locations.
- Hired, trained, and built a loyal team with minimum turnover.
- Increased sales by 24%, as well as controlled food, paper, and labor combined at 48% (26% food/paper, 22% labor).
- Maintained drive thru SOS to the brand standards.
- Focused on increasing the customer count and average ticket.
- Responsible for monthly P&Ls and financial statements.
Multi-Unit Manager
Dunkin' Donuts
06.1994 - 05.1998
- Developed strong teams within each unit through effective recruitment, coaching, and mentoring efforts.
- Reduced employee turnover rates by fostering a positive work environment that encouraged professional growth and development.
- Optimized scheduling practices for better coverage during peak hours, enhancing both staff productivity and customer satisfaction rates.
- Led multi-unit teams through periods of change while maintaining high levels of productivity and morale.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout all locations.
- Established key performance indicators for each location, tracking progress towards organizational objectives regularly.
- Boosted sales performance by identifying growth opportunities and implementing targeted marketing strategies.
- Implemented effective inventory management systems to minimize waste while ensuring adequate stock levels were maintained at all times.
- Enhanced employee satisfaction through the development of comprehensive training programs and performance evaluations.
- Ensured safety protocols were consistently enforced to protect both employees and customers, minimizing accidents or incidents.
- Managed financial aspects of multiple units, ensuring optimal cost control and revenue generation strategies were in place.
- Evaluated operational procedures regularly to identify inefficiencies or redundancies requiring immediate attention.
Manager
Dunkin' Donuts
11.1991 - 05.1994
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Education
Bachelor's degree - Math and Science
01.1982
Skills
- Skilled in creating documents, spreadsheets, and presentations using Microsoft Office
- Strategic planning and execution
- Organizational development
- Cost analysis and savings
- Business development
- Operations oversight
Certification
- December 2019 - 100% completion Hardee’s online courses
- March 2018 - Subway franchise training
- May 2017 - ServeSafe 2022
- August 2014 - 100% completions Dunkin’s online courses
- January 2012 - Advanced food safety training certification. Canada
- September 2011 - 100% completion of Tim Horton’s University online courses
- June 2005 - 100% completion of Dunkin’ Brands University online courses
- March 1999 - Food safety training
- May 1998 - Sales building, and financial statement Courses
- November 1997 - Sexual harassment training course
- May 1997 - Multi-Unit Management Training
- June 1991 - Restaurant Management Training
Timeline
Vice President of Operations
Hardee's
12.2019 - 07.2025
Director of Operations
Dunkin'
08.2014 - 08.2018
Operations Manager
Tim Horton's
09.2011 - 06.2014
Partner/ Operations Manager
Dunkin' Donuts/Baskin Robbins
05.1998 - 05.2010
Multi-Unit Manager
Dunkin' Donuts
06.1994 - 05.1998
Manager
Dunkin' Donuts
11.1991 - 05.1994
Bachelor's degree - Math and Science
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