The document provides a summary of Gerald Osuna's experience as a Director of Operations and District Manager for various restaurant chains such as KFC, Burger King, Dunkin Donuts, Pizza Hut, and Blockbuster. Over his 30 year career, he has consistently delivered sales growth, improved profitability, and ensured compliance. His roles involved overseeing daily operations, coaching management teams, and developing strategic plans to achieve business goals.

1. Gerald Osuna
1796 Cameron Court, Crofton, MD 21114 | C: 410.271.5090 | josuna65@gmail.com
Executive Profile
As a Director of Operations and District Manager, I have been very successful in building,
developing and retaining high performance teams. I am passionate about developing great
running teams that feel ownership and excitement about our Brand. I am driven to drive sales
growth, manage costs and establish strategic goals that consistently deliver results. I offer
outstanding presentation, communication and cross-cultural team management skills. I am a
high energy, results orientated leader with an entrepreneurial attitude.
Skill Highlights
• Customer-Oriented
• Self-Motivated
• Brand Specialist
• Operation Excellence
• Leadership & Communication Skills
• Training & Development
• Service Quality Improvement
• Multi-Million Dollar P&L Management
• Problem Resolution
• Risk Management
Core Accomplishments
Training and Development:
 Period/Quarterly Bench planning process that engaged all levels of the restaurant team
ultimately reducing turnover and training costs while increasing internal promotion
rates to 100% in the General Managers ranks
 Responsible for the roll out of all training projects for the entire region assisting the
Field Training Manager
Operations Management:
 Increased Sales results 3% revenues exceeding $10 million
 Improved Labor Deployment from 82% to 53%
 Voice of the Customer Overall Satisfaction increased 19%
 Food Safety Audits 100% passing rate
 Achieved 88% Controllable Profit to Budget

2. Professional Experience
Area Coach
Feb 2014 to May 2016
KFC － Maryland
 Drove day-to-day operations of all company owned restaurants in the market, revenue
exceeding $10 million
 Trained, coached, supported managers, plans and set goals
 Focused on in-store problem solving/process improvement
 Set standards; recognized and motivated Restaurant Managers, Assistant Managers and
Restaurant Teams
 Provided leadership for each manager in the market to ensure customer satisfaction
 Lead the way by working with each RGM in the market to deliver RCP (Restaurant
Controllable Profit) and meet targeted flow-thru in each restaurant in market
 Utilized available reports to identify opportunities
 Encouraged a top-line orientation through operational focus
 Ensured that correct operational procedures are followed at all times
 Partnered with each RGM in the market to build sales over last years sales achievement
 Accountable for coaching and training RGM’s, AM’s and Shift Supervisors for operational
excellence, supported national training initiatives, involved in process for new
employee orientation, monitored training processes to ensure quality training of team
members and managers
 Aggressively developed and maintained RGM and AM staffing levels; drove to full
management staffing for each restaurant in market; commit to selection process;
monitor restaurant-level staffing
 Champion recognition and motivation efforts throughout the market
District Manager
March 2012 to Feb 2014
Burger King- Maryland
 Accountable Day-to-Day Operations of Restaurant locations in Southern Maryland
 Created district implementation plans to support execution of regional and company
initiatives to achieve both operational excellence and business results
 Followed up consistently to ensure accountability to plans
 Monitored and managed district-wide management staffing levels
 Ensured management-level partner development and talent acquisition in order to
achieve and maintain district operational requirements
 Managed with integrity, honesty and knowledge that promote the culture, values and
mission of the Company
 Ensured Operations met and exceeded Burger King Standards and Food Quality
Standards
 Performed Store Visits Coaching and Developing Management Teams
 Recruited Interviewed Hired General Managers and oversaw Management Training
 Conducted Monthly Meetings and Weekly Conference calls
 Drove Sales and Maximized Profits through reviewing Profit Loss Statements
 Achieved Budget Goals
 Drove Guest Service Satisfaction and Ensured Guest Complaints satisfied
 Monitored End of Month Inventory and Cash Audits
 Implemented Marketing Programs
 Accurately documented Performance Process
 Coordinated New Product Role Out Training

3. Director of Operations
Feb 2009 to March 2012
Dunkin Donuts-Maryland
 Accountable day-to-day operations of Dunkin Donuts
 Accountable of Profit and Loss and Achieving Target Goals
 Grew sales by driving customer service and product quality
 Recruited, Hired and Trained Managers and Team Members
 Created and developed cost effective tools to maximize results
 Ensured National Brand policies and procedures in place
 Monitored Management performance, conducted Restaurant Operations Reviews
 Maintained reports and records based on company standards and in compliance with
state and federal regulations
 Exhibited ownership and accountability of all aspects of the company
 Accessed external resources through Marketing to drive sales
 Reviewed and evaluated new Franchise opportunities
District Manager
June 2007 to Feb 2009
Pizza Hut － Maryland
 Managed a Region of 10 restaurants grossing $12 million in revenue
 Ensured Restaurants achieved financial measurements
 Accountable of restaurants exceeding company standards on customer service, food
quality, and overall operations
 Met regularly with Managers to improve performance, share best practice, and
disseminate information on any areas where we have opportunities
 Created and improved existing systems and processes in order to add value to the
company
 Participated in new product launches, sales initiatives and new customer service
guidelines
 Ensured compliance with all federal, state and local laws and corporate requirements
 Coached, Trained the development of Restaurant General Managers
 Monitored management performance, conducted periodic performance reviews,
disciplined and terminations
 Provided interview and staffing support
 Development of local marketing promotions
District Manager
Oct 2002 to June 2007
Blockbuster- Maryland/VA Region
 Managed a group of 27 Blockbuster stores grossing $22 million in revenue
 Monitored all aspects of operations, providing advice, coaching management
 Promoted efficiency to maximize store profitability
 Ensured key metrics are in place through store visits
 Supervised and developed resets and re-merchandising of each store
 Store Management Certified
 Banking Certified
 Financial Management Certified
 Human Resource Training and Certified
 Loss Prevention Training and Certified
 Merchandising Management Training and Certified

4. Regional Business Consultant
Aug 2000 to Oct 2002
7-Eleven- Maryland
 Accountable for a group of eleven 7-Eleven stores with $9 million in revenue
 Monitored all aspects of store operations, provided advice, coached and assistance to
store
 Management and Franchisee Business Owners
 Promoted efficiency to maximize store profitability
 Ensured key metrics are in place through store visits, store and staff evaluations and
data analysis
 ServSafe Certification
 Store Management Certified
 Performance Management 1 & 2 Certified
 Banking Certified
 Financial Management Certified
 Human Resource Training and Certified
 Loss Prevention Training and Certified
 Merchandising Management Training and Certified
Director of Operations
May 1989 to Aug 2000
Surfside 7 Restaurant and Dock Bar, Surfside South Restaurant, Tiki Bar and Coyote Cafe
 Responsible for overall operation and management of the 3 full services restaurants
including catering and special events
 Accountable of full service restaurants with annual sales in excess 5 million dollars
 Designed, planned, and performed all accounting (Peachtree) functions of the company
 Designed and planned marketing targets and promotions
 Interviewed, hired, trained, supervised and development of staff and Bilingual staff
 Established and maintained proper Food and Beverage Inventory Control
 Development of yearly business and budget plans
 Developing, costing, pricing and merchandising menus
 Designed Layout of Restaurants
 Established and enforced company policies and procedure
 Ensured adherence to all local, state, and federal laws and regulations
EDUCATION
Florida International University, Miami, FL, Bachelor of Science, 1991
Major: Economics/Minor: Hospitality Management
Indian River State College, Fort Pierce, Florida, Associate of Science, 1987
LANGUAGES
Fluent English and Spanish