Gabriel Lugo Email and Phone Number

2019 Regional Director of the Year! Increases Franchise Owners accountability for delivering on their business plans through collaboration across the PuroClean organization, analysis of their performance, and engagement towards customer excellence, ensuring alignment of goals• Measures and provides strategy on improving operational performance.• Executes regular on-site evaluations of the service and quality standards to ensure compliance and customer service• Responsible for the on-boarding of new Franchise Owners. Leads existing teams and efforts to recruit and on-board new talent to increase the organization’s excellence and capability. • Directs and continuously improve operations to meet objectives for operational excellence. Identifies, plans and executes areas for improvement to ensure consistent legendary service to customers.• Budget and profit responsibility and ensuring cost control. Plans and executes strategies to increase sales while controlling operational costs. Identifies trends and forecasts branch budgets.• Develops annual operating plan and forecast update within year.• Challenges and inspires employees to achieve business results.• Regularly analyzes a variety of financial, operational, and other information reports and interprets data to identify trends or potential problems and recommends corrective actions or solutions.• Manages the Franchise Owners and maintains communication with them regarding the quality of their business operations.

I serve as the leader of the day to day operational activities of their support center to achieve maximum profitability. In addition I further charged with advising, recommending and assisting the Global Support Center in the formulation of overall Company objectives, policies and plans. · Managing a 5 M operation I Provide timely budget forecasts regarding but not limited to business levels, financial requirements, personnel needs, organizational plans and facility requirements needed to support the operations of the region and their projected effect on investment and earnings. · Establish performance standards for the region’s operational team, evaluate performance of each team against the established standards, and work with in conjunction with the VP Operations in improving and maintaining these standards. · .Responsible for all activities pertaining to the selling of Coverall Franchises location within my region. · Work with team members and upper management to and pertaining to the franchise documents and sale of franchises. · Work in tandem with the SM and OSC’s in the achievement of account sales initiatives for the region. · Coordinate relationships with accounts and franchisees as are necessary and in the best interest of the RSC and corporation. · Work with the VP Administration team to ensure that all activities relating to administrative policies and procedures are being adhered to in the region. · See that office relations are maintained in a fair and consistent manner and in accordance with corporate policies and objectives. · Assure that all funds, physical assets and other property are properly safeguarded and administered. · Maintain and oversee a succession plan which will assure that qualified successors are in training or in place for key positions.

• I am responsible for driving annual revenue of $4M and managing all aspects of the entire construction division.• I manage nine direct report employees. This includes all aspects of employee management such as time and attendance tracking and approval, salary increases and promotions based on employee performance expectations, recruitment, hiring, training, etc.• I manage all customer issues using action plans designed to exceed customer expectations by providing unexpected satisfaction.• I am responsible for driving profits above industry standards @ 42%.

• I am responsible for driving annual revenue of $17M and managing all aspects of the entire branch, including the mitigation, contents, and structure divisions.• Sales generation is monitored weekly with key team members, estimators, contents and mitigation managers. Weekly sales goals and margins are reviewed and new goals are set relative to face-to-face meetings, phone calls, and various adjuster meetings.• I work with the collection manager weekly to oversee the collection of approximately $1.2M per month, which represents a success rate of 95% of outstanding receivables.• I oversee the management of 48 employees through 20 direct reports. This includes all aspects of employee management such as time and attendance approval, salary increases and promotions based on employee performance expectations, recruitment, hiring, training.• I manage all customer resolution issues by creating action plans designed to exceed customer expectations by providing unexpected satisfaction.• Additional management responsibilities include overseeing building security, employee safety program, and a fleet of 30 vehicles.

• Manages the Franchise Owners and maintains communication with them regarding the quality of their business operations.• Increases Franchise Owners accountability for delivering on their business plans through collaboration across the 911 organization, analysis of their performance, and engagement towards customer excellence, ensuring alignment of goals• Measures and provides strategy on improving operational performance.• Executes regular on-site evaluations of the service and quality standards to ensure compliance and customer service• Responsible for the on-boarding of new Franchise Owners. Leads existing teams and efforts to recruit and on-board new talent to increase the organization’s excellence and capability. • Works to enforce government requirements, health and safety codes, inspection standards and company policies, procedures and standards that apply to the conduct of business. Ensures appropriate equipment maintenance and sanitation standards.• Directs and continuously improves branch operations to meet company objectives for operational excellence. Identifies, plans and executes areas for improvement to ensure consistent legendary service to customers.• Budget and profit responsibility and ensuring cost control. Plans and executes strategies to increase sales while controlling operational costs. Identifies trends and forecasts branch budgets.• Supports implementation of company programs, procedures, methods and practices to promote 911’s key messages and achieve a competitive advantage.• Develops annual operating plan and forecast update within year.• Responsible for developing local store marketing strategies.• Challenges and inspires employees to achieve business results.• Regularly analyzes a variety of financial, operational, and other information reports and interprets data to identify trends or potential problems and recommends corrective actions or solutions.

• Directly supervise entire $2.5 million dollar disaster restoration team in accordance with the business organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing their work; performance reviews; rewarding and disciplining employees; addressing complaints, and resolving problems.• I am responsible for the day-to-day management of the business operations, budgetary and financial goals, including expense control, and profit and performance indicators.

• Directly supervised Specialist Team in supporting 10 western states that accounted for 142 franchisee. Carried out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities included interviewing, hiring, and training employees; planning, assigning, and directing their work; performance reviews; rewarding and disciplining employees; addressing complaints, and resolving problems.• Manage team support. Implement / track annual business/ financial and marketing plans with Specialists to guide franchise support. Manage the scheduling of franchise visits with team.• Managed and oversaw company-provided field training classes and promoted franchisee attendance.• Developed and executed annual market expansion plan, as well as participated in the market expansion sales process and the “No Surprises” sales process.• Managed initial support for start-up franchises, using all resources available.Financial Management supportBusiness Planning SupportMarketing and Sales Management support and Training

I owned a 1-800-DryClean pick-up/delivery franchise. I ran all aspects of running the business which included the day-to-day operations including pick-up/delivery, processing orders, customer service issues. Additionally worked with local Restoration and Textile companies on process improvement along with processing of textile from Fire and Water Damage losses.Additional responsibilities P & L, financial projectsStaffing and trainingSales targeting

• I managed 48 Copy, Print, Ship (CPS) Centers in California and Nevada, focusing on implementing company policies and procedures to increase profits.• During my first year, I achieved a goal of $350,000 profit over prior the year’s sales plan, by cultivating a high-end selling environment though coaching and feedback.• I improved overall profitability by building sales volume, increasing productivity, and lowering costs.• I also managed general operational, budgetary, and financial goals, including expense controls, travel, and profit and performance indicators.• I provided employee career guidance, using internal developmental tools promoting Office Depot’s culture, values, and standards of performance.• I interfaced and consulted with the district-wide management team to achieve common goals set forth by senior management team.• I maintained appropriate staffing in all district CPS Centers by hiring, promoting, and training excellent employees.• I performed monthly business management reviews of each CPS Center’s retail environment to identify and rectify problems quickly, and to discuss concerns and explore opportunities for improvement.

• I was responsible for 78 franchise operations in five Western states, focusing on improving franchisees’ profitability by helping them understand how to build profitable retail sales volume, increase productivity, and lower costs.• Conducted regular retail market analyses to identify competitive strengths, weaknesses and pricing vulnerabilities.• Developed marketing and sales plans to help franchisees optimize their business performance.• Established sales management tools for franchisees • Facilitated monthly/quarterly sales management meetings.• Updated franchisees regarding new technologies and how to drive the web-based aspect of their business.• Conducted extensive financial analyses, including: cash flow analysis, margin analysis, equipment productivity analysis and ROI analysis for new purchases.• Updated franchisees regarding new industry technologies, including FTP, PDF, Adobe software certifications and Document Services, etc.