STEVEN H. KLASS
7606 Tarpon Cove Circle • Lake Worth, Florida 33467
561.628.2478 • firstname.lastname@example.org
TRANSFORMATIONAL, PROFIT-BUILDING BUSINESS LEADER
P&L Executive with expertise in strategic plan development and vertical integration execution.
Renowned for creating a strategic plan, building teams, and maximizing internal resources. Skilled change
agent, coach and motivator determined to achieve sustainable results, raise overall performance levels and create
teams with a singular vision. Able to motivate team to exceed performance objectives.
Qualifying hallmarks include expertise in:
Strategic & Financial Planning | Operations Management/Profit Building | Financial Statement Interpretation &
Analysis | Franchise Systems & Infrastructure Development | Process Reengineering | Policy Development
MBA / Marketing • BS/Marketing • Fairleigh Dickenson University
BOSTON MARKET CORPORATION, Golden, Colorado 2007 to 2010
Chain of American fast casual restaurants purchased by Sun Capital Partners, a private equity firm, in mid-2007.
SENIOR VICE PRESIDENT, OPERATIONS
Recruited as an operations and infrastructure specialist to shape corporate and franchise systems,
structure and organization as Sun Capital groomed its acquisition for a new, franchise and corporate-centric
business model. Challenged to implement a single operating system to replace various “best practices” specific to
each operating area. Executed direct P&L leadership across 530 corporate restaurants generating $648MM with
store EBITDA of $55MM. Managed 4 vice presidents and 1 senior-level director.
Catalyzed corporate culture change as member of senior management strategic steering committee
charged with development of key corporate strategic initiatives. Reported to CEO/President; maintained a
close association with Sun Capital’s managing director.
• Homogenized fragmented corporate system into one cohesive operating platform
featuring new web-based back-office system, Boston Market University and
Operations Council •
• Institutionalized inventory controls saving $4.8MM during tenure •
• Implemented guest measurement process increasing “WOW” response from 19% to
32% with marketing research indicating a 25% increase in guest frequency •
Executed visionary strategy of developing a corporate university, an operations council, and a universal
operating platform featuring systems, standards, specifications and procedures adhered to by all corporate
territories. Created field binder system featuring 15-point performance measurement and financial metric systems.
Implemented Boston Market University featuring rigorous, structured, top-down training programs
resulting in certification. Hired new direct report, VP of Operations Services & Training, to create learning
modules for every position from hourly through director-level management for retraining, skill set validation
and accountability purposes. Built and implemented robust succession planning process.
Impaneled Operations Council to give entire operations field a voice in platform changes and
enhance tiers of communication among and between field- and senior-level constituents. Eliminated “us vs.
them” mentality to effectively manage transition to new operating platform.
Steven H. Klass ~ 561.628.2478 / email@example.com Page 2
PERKINS RESTAURANT & BAKERY, Memphis, Tennessee 1993 to 2007
Casual dining restaurant chain with 151 company-operated and 331 franchise full-service restaurants in 34 states and 5 Canadian provinces.
SENIOR DIRECTOR, FRANCHISE OPERATIONS (2002 to 2007)
Led franchise operations through several major and minor restructurings requiring extensive change
management throughout organization to ensure efficiency and better utilization of monetary resources. Groomed
franchise consultants to become more strategically aligned working business partners to franchisees particularly in
building a sound financial strategy based on expert interpretation of financial documents (P&L, balance sheet,
cash flow and ROI statements).
• Posted franchise sales of $280MM and $11MM in royalties and $13.1MM in corporate
sales and $.5MM in store income •
Rendered expertise to 176 franchises and 7 corporate restaurants across North America and Canada,
leading 5 direct reports (regional corporate manager, director of franchise operations, franchise consultants).
Improved methodologies used to evaluate franchisees. Created complex, all-encompassing business
review process and standardized format to ensure level playing field in evaluating strategic, operational and
financial strength of franchisees. Led Franchise Advisory Council; structured and executed agenda/meetings.
Selected by VP of Operations to lead enterprise-wide initiative to standardize quality assurance
inspection format across both corporate and franchise stores. Functioned as quality assurance subject
matter expert; built and led team in developing basic format that is still in use today.
DIRECTOR, OPERATIONS & TRAINING (1997 to 2002)
Promoted to lead 7 direct reports across 190 full-service franchise restaurants generating $281MM in
revenues. Managed $1.2MM operating budget, new store openings, franchise operations, training, quality
assurance, franchise business reviews, financial analysis, planning and ROI presentations to Board of Directors.
• Restored Philadelphia corporate market’s financial performance increasing flow-thru
profit 20% •
Tapped by Board Chair and CEO to reverse financial performance of floundering corporate stores in
Philadelphia (2001). Implemented new management structure, pared unproductive staff, created and
implemented customized standards and enacted additional measures to successfully revitalize and return market
to corporate (2002).
Increased corporate market sales 10%, store income 117% ($247k), EBITDA 8.4% ($688k) and cash flow
SENIOR DIRECTOR, OPERATIONS SERVICES (1996)
• Promoted to officer-level role, reporting to and working directly with President/CEO •
Executed development of all system product and equipment tests, coordination, implementation and
analysis. Formulated test objectives and implementation as a key leader of R&D, purchasing and marketing
teams. Developed operations and guests measurement intercepts to capture critical field and consumer data.
Managed quality assurance inspections, national franchise conferences seminars and public speaking engagements.
Collaborated with POS department to develop new labor scheduling and other systems and proprietary software.
FRANCHISE CONSULTANT (1994 to 1996)
• 1995 Franchise Consultant of the Year •
Promoted into fast-track program with accountability for 66 franchise locations generating $96.8MM in
revenues and $3.8MM in royalties. Managed a series of new store openings. Conducted financial analyses,
quality assurance inspections, marketing business meetings, training, and local store marketing.
CORPORATE REGIONAL MANAGER (1993)
• Recruited by former Miami Subs colleague (VP, Operations) to revitalize stagnating
Orlando market •
Steven H. Klass ~ 561.628.2478 / firstname.lastname@example.org Page 3
Executed all critical aspects of operations management across 6 corporate locations with $6.6MM in
revenues and $495k in operating income. Provided leadership in management development, performance
reviews, sales plan development and execution, local store marketing, financial analysis, management business
reviews and store remodeling initiatives.
KLASS DEVELOPMENT CORPORATION, Palm Beach Gardens, Florida 1991 to 1993
Free-standing restaurant dba Miami Subs.
PRESIDENT / OWNER
• Appointed to Miami Subs Corporate Executive Marketing Planning Council •
Developed, constructed and operated autonomous, franchised location. Simultaneously, served as President
of Palm Beach County Advertising Co-op.
MIAMI SUBS, INC., Ft. Lauderdale, Florida 1989 to 1991
Privately held restaurant chain start-up.
SENIOR VICE PRESIDENT, OPERATIONS | DIRECTOR, R&D / OPERATIONS SERVICES
• Developed operations management and support infrastructure •
Authored operations manual, designed administrative controls, and executed development of various other
procedures, systems and standards for new cook-to-order concept to support rapid nationwide expansion.
FERMAX CORPORATION, Hollywood, Florida 1984 to 1989
Burger King dba franchisee comprising 11 restaurant locations and employing up to 400.
VICE PRESIDENT, OPERATIONS
• Grew operation from 4 to 11 locations and increased revenues from $4.7MM to
Developed and implemented operational standards, cost controls, financial reporting methodologies,
and human resource and training programs. Conducted site analyses, real estate lease and construction contract
negotiations, and supervised all phases of construction. Managed 3 District Managers, Training Manager, CFO,
corporate staff and 400 hourly employees.
KLADOWE, INC., Delran, New Jersey 1976 to 1984
Burger King dba franchisee employing up to 50.
Sold entity to Burger King Corporation at significant cash flow multiple. Appointed to Burger King
Marketing Planning Council and Government Relations Council.
EARLIER CAREER: Principal in a family-owned and operated residential construction business employing up to 300.
MBA / Marketing • BS / Marketing
Fairleigh Dickenson University, Madison, New Jersey
GIVE KIDS THE WORLD, Orlando, FL 2003 to Present
Rated by charitynavigators.org, world’s largest independent evaluator of nonprofits, as #1 in Florida and in its Top 20 charities nationwide.
MEMBER, BOARD OF TRUSTEES (current) | MEMBER, BOARD OF DIRECTORS (past) | CHAIR, BOARD OF
Elected to helm board working with charity’s Board of Directors. Initially requested by Perkins Restaurant’s CEO
to represent company on charity’s board of directors. Introduced and incorporated Boston Market as a partner
corporation into not-for-profit’s organizational mission.