Merlin Fernandes
Burlington
Summary
Qualified Business Leader with robust background in regional operations management. 20 years of solid operations management in varied industries. Successfully managed multi-location operations, enhancing efficiency and team productivity. Demonstrated expertise in strategic planning and process optimization.
Overview
15
15
years of professional experience
Work History
Regional Operations Manager
Soul Restaurants Canada Inc (KFC/TB)
04.2023 - Current
- Supervised 4 Area Managers with a team of 479 indirect reports, Managing Business worth 35 million in the western Region.
- Improved Cost efficiency via COS worth 13%, Food Cost reduced by 1%. Provided positive EBITDA year on year by approximate 2%.
- Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness.
- Enhanced customer satisfaction through effective communication and problem-solving strategies.
- Travel to all locations per week to manage each store and perform reviews of individual managers and employees.
- Ensured team alignment with organizational goals and maintained a high level of performance
- Demonstrated and communicated key drivers of guest satisfaction to target customers
- Analyzed service issues, identified trends, and executed decisions to propel property towards goal achievement
- Collaborated with the hotel management team to develop and execute an operational strategy aligned with the brand's business objectives
- Monitored brand operations sales performance against budget, reviewing reports and financial statements
- Coached and supported operations teams in managing occupancy, rate, wages, and controllable expenses
- Provided inputs for new store openings and conducted market evaluations
- Championed the brand's service vision, ensuring alignment among leadership teams
- Communicated clear and consistent messages regarding departmental goals to achieve desired results
- Reviewed guest feedback with the leadership team, taking corrective actions as needed
- Responded to and resolved guest problems and complaints, maintaining high-quality product and service levels
- Maintained regular visibility with customers to obtain feedback on overall satisfaction
- Facilitated the development of creative solutions to overcome obstacles, continually improving guest satisfaction results
- Ensured fair and equitable treatment of employees, fostering commitment to excellent service
- Implemented ongoing communication strategies in operations, including pre-shift briefings and staff meetings
- Incorporated guest satisfaction as a focus in staff and operations meetings to drive continuous improvement
- Administered property policies fairly and consistently, completing disciplinary procedures and documentation
- Conducted annual performance appraisals with direct reports in accordance with Standard Operating Procedures
- Championed change, ensuring the implementation of brand and regional business initiatives and communicating follow-up actions to the team as necessary
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
Area Manager
Soul Restaurants Canada Inc (KFC/TB)
06.2022 - 04.2023
- Oversaw 10 General Managers with 105 indirect reports
- Led area/regional vision, analyzed trends, and executed strategic plans
- Focused on people development, guest experience, health & safety, and business growth
- P&L accountability
Project Manager
BDS Fleet Service
01.2022 - 04.2022
- Coordinated multiple projects ensuring on-time delivery within scope and budget
- Developed project plans, managed changes, measured performance, and maintained client relationships
- Attend conferences and training as required to maintain proficiency
- Perform other related duties as assigned
- Develop spreadsheets, diagrams and process maps to document needs
- Achieved a $2 million government contract within the first three months
Account Administrator
TekStaff IT Solutions
11.2021 - 01.2022
- Managing client relationships executed contract extensions and handled general administrative work
Director of Operations
Ausin Group
09.2016 - 10.2019
- Company Overview: Asia
- Directed 50-member administrative staff handling business finances, customer contact, and recordkeeper
- Enhanced operations with new and improved procedures targeting underperforming areas and systematic weaknesses
- Spearhead business expansion across Asia, including overseeing new construction and building retrofits
- Delivered products of consistent quality to customers by working directly with vendors on delivery and production issues
- Identified financial strengths and weaknesses by regularly reviewing KPIs and tracking sheets
- Managed customer experiences with a close eye on customer and team member interactions, touchpoints, and methods of engagement
- Built a strong, resilient team by identifying and onboarding highly qualified candidates for key frontline and senior managers
- Develop and implement operational strategies aligned with the company's goals and objectives
- Oversee daily operations across multiple locations, ensuring efficiency, quality, and compliance with company standards
- Manage budgets, monitor financial performance, and ensure cost-effective operations
- Identify areas for improvement and implement process enhancements to optimize productivity and reduce costs
- Lead, mentor, and develop management teams to achieve operational excellence and meet performance targets
- Establish and track key performance indicators (KPIs) to measure and improve operational effectiveness
- Collaborate with other departments (e.g., marketing, finance, HR) to align operational activities with broader business objectives
- Identify and mitigate operational risks, ensuring business continuity and compliance with regulations
- Ensure a high level of customer satisfaction by maintaining service quality and addressing any issues promptly
- Support the company's growth initiatives, including new location openings, market expansion, and scalability planning
- Asia
Customer Service Manager (CSM)
DLF India
06.2014 - 09.2016
- Company Overview: India
- Pre and Post Sales (Camellias) CRM (Pre/Post Sales) India US/UK
- Maintaining a professional rapport with the clients hence creating a reference data which could be utilized by the company
- Maintained up to date knowledge of products and services
- Handled customer calls and responded to queries about services, product malfunctions, promotions, and billing
- Worked to address all customer concerns in a timely and effective manner
- Handled large volume of calls on a day to day basis with a sense of calm and good work ethic
- Developed successful tactics to sell products and services to customers
- Sold products to customers during routine service calls using strong cross-selling abilities
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
- India
Multi-Unit Manager
KFC
08.2009 - 04.2014
- Company Overview: India
- Meeting the sales and profit goal of KFC is one of the responsibilities of a KFC General Manager
- KFC General Managers are in charge of the daily operations of the restaurant
- They ensure that they have enough staff for the shift, sufficient stock of food and make sure that the equipments are working properly
- They also decide the opening and closing hours of the restaurant depending on the flow of customers
- A KFC General Manager is someone who interviews and hires aspirants and make sure that they have good working ethics and can be an asset to the company
- When they have hired an employee they check all the requirements needed
- At times they also have the power to fire employees for a number of reasons
- Overseeing the training of employees is another thing on the list of their responsibilities
- They are also the one who deals with complaints from the customers
- India
Education
Master's degree - Business Management
University Canada West
Vancouver, BC09.2021
Skills
- Project Management
- Strategic Planning
- Process Improvement
- Pre-sales
- Vendor Management
- Program Management
- Human Resources
- Business Development
- Budgeting
- Team Management
- Business Analysis
- Change Management
- Business Continuity Planning
- Project Leadership
Accomplishments
- Documented and resolve performance issues which led to positive results .
- Supervised team of 479 staff members.
Languages
English
Native or Bilingual
Timeline
Regional Operations Manager
Soul Restaurants Canada Inc (KFC/TB)
04.2023 - Current
Area Manager
Soul Restaurants Canada Inc (KFC/TB)
06.2022 - 04.2023
Project Manager
BDS Fleet Service
01.2022 - 04.2022
Account Administrator
TekStaff IT Solutions
11.2021 - 01.2022
Director of Operations
Ausin Group
09.2016 - 10.2019
Customer Service Manager (CSM)
DLF India
06.2014 - 09.2016
Multi-Unit Manager
KFC
08.2009 - 04.2014
Master's degree - Business Management
University Canada West
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