1. STEVE HAINES
https://www.linkedin.com/in/stevehaines4
hshaines@optonline.net 631.681.2043
OPERATIONS DIRECTOR
Grow bottom-line revenue while providing highest level customer service
Results-driven professional with progressive operations leadership experience. Demonstrate success leading and
developing strong teams, achieving goals and objectives. Transform strategic plans into workable solutions and
benchmark performance against key operational targets. Driven by new challenges and has excelled in all
endeavors. Constantly achieved goals through stringent accountability and high expectation setting.
Areas of Expertise:
− Multi-Unit Operations Management − Strategic Planning
− Team Leadership / Training − Recruiting / Retention
− Compliance − P&L Management
− Project Management
− Sales Management
− Process Improvements
− Remote/Virtual Leadership
PROFESSIONAL EXPERIENCE
New York Institute of Technology (NYIT) 01/2016 – Present
Director of Internal Operations and External Relations, Manhattan and Old Westbury
Empire Education Group, INC. 6/2007 — 9/2015
Regional Director, New York and Rhode Island (2010 – Present)
Provide solid leadership to Executive Directors and personnel within organization’s largest region.
• Drive profitability through strategic management of sales process, team goals, controlling variable costs, client
recommendations and requests, and employee development.
• Improve outcomes and reduce costs by continually launching new initiatives, streamlining processes.

2. • Orchestrated opening of 3 new branches, including recruiting, hiring, and training of key staff.
• Focus on client satisfaction and overall experience through training, workshops, and role-playing.
• Continue growth and ensure long-term sustainability by collaborating with cross-functional teams in strategic
planning and anticipating ongoing needs and necessary changes.
• Achieved highest compliance scores in region during 2014 - 2015.
• Maximize P&L results by training, mentoring, and coaching personnel at all levels, providing performance
feedback, and promoting professional growth and development.
o Recognized as “Director of the Year” runner-up in 2010 - 2012.
Executive Director, New York, NY and Astoria, NY (2007 - 2010)
Delivered executive leadership, including managing full P&L for operating budgets, as well as hiring, training, and
motivating personnel.
• Awarded Executive Director “Rookie of the Year” for 2007 - 2008 by increasing productivity, reducing costs,
implementing continuous process improvements, and streamlining responsibilities.
• Exceeded growth expectations for all budgets as set forth by Regional Director and corporate office.
• Prevented negative variances by analyzing budget on weekly, monthly, and quarterly basis, making appropriate
adjustments.
• Confirmed compliance with all corporate and government policies and regulations by cultivating valuable
relationships with Federal and State Compliance Agencies.
• Achieved largest growth and profitability in Manhattan branch within 1 year.
GMS, INC., Sound Beach, New York 11/2005 — 6/2007
Operations Manager
Oversaw day-to-day operations with responsibility for all financial management including A/R, A/P, and Payroll.
• Developed strong team by recruiting, interviewing, hiring, and deploying service mechanics and technicians.
• Increased consistency by creating handbook of standard operating procedures.
• Improved efficiency by researching, evaluating, and implementing new software programs for billing.
• Drove up sales revenue 23% by developing and implementing effective marketing program for HVAC service
and installations.
CONSUMERS KITCHEN & BATH SPECIALTY SUPERCENTERS, Holbrook, New York 9/2001 —
11/2005

3. Human Resources — Assistant Education / Training Manager
Recruited, interviewed, hired, and trained staff for multi-location retail operation and coordinated placement needs
for all locations.
• Identified gaps in training and recommended additional training programs and strategies. Tracked, monitored,
and evaluated workforce performance.
• Encouraged open lines of communication by reporting daily observations of business operations and training
procedures directly to president.
• Maximized talent and potential by managing and evaluating corporate education program, including developing
and implementing new, highly effective training programs.
PREVIOUS POSITIONS
THE PRINCETON REVIEW, New York, New York
Training Manager / Production Manager, Internet Education
EDUCATION & TRAINING
MBA, Adelphi University, Garden City, New York
BA, Fairfield University, Fairfield, Connecticut
15 Additional Graduate Credits, Dowling College, Oakdale, New York
. . .
Member Fairfield University Alumni Association
Member Adelphi University Alumni Association