DOUGLAS MITCHELL
Chelsea
Summary
Seasoned and results-oriented operations manager with experience leading teams in high-volume, fast-paced environments. Proven ability to optimize processes, manage inventory, and drive efficiencies to improve customer satisfaction and reduce costs while solving logistics and supply chain challenges through data analysis.
Overview
20
20
years of professional experience
Work History
Above Wing Operations
HVC LEAD, DELTA AIRLINES
10.2018 - 06.2022
- Supervised customer service operations and led a team of 15 agents for customer support at two Sky Clubs at Boston’s
- Logan Airport
- Directed the handling of all High Valued Customers (CEOs, celebrities, dignitaries)
- Designed and led a promotional initiative to enhance the sky club experience for HVCs enhancing the customer satisfaction score from 70% to 94% in 2 months
- Managed stakeholders across various Delta departments, external suppliers, and airport operations ensuring smooth flow across both Sky Clubs (as a recognition, nominated twice to the Velvet Program for the company’s top performers)
- Delivered feedback to decision-makers about employee performance and training needs
- Reviewed work forecasts and determined productivity requirements to meet overall business KPIs
- Above Wing Operations
DELTA AIRLINES, Operations
12.2017 - 10.2018
- Managed the First Class and VIP desk operations, ensuring smooth operations during major travel disruptions
- Oversaw the passenger acceptance to ensure compliance with IT, security, and logistics
- Mentored and trained new employees for the gate and ticket operations
- Below Wing
DELTA AIRLINES
01.2016 - 12.2017
- Led a different team of 3 for on and offboarding of cargos, baggage, and live animals, while cross referencing flight loading data
- Oversaw the marshalling and parking of aircrafts
- Ensured compliance with safety and hazards regulation across both cargo and passenger flights
Fitness Director
TOWN SPORTS INTERNATIONAL
01.2010 - 01.2016
- Managed sales and revenue growth for the fitness department averaging 80k/month
- Provided analytical support to the Regional Fitness Director to improve and increase sales and retention
- Developed marketing strategies and advertising materials to increase brand awareness and to drive sales
- Led the company participation in various health fairs and networking events
- Managed a team of 10 personal trainers overseeing both their daily performance and career development
- Administered hiring and on boarding of new employees
Co-Founder
Synch
05.2015 - 12.2015
- Developed a SWOT analysis/business plan to assess the competitive landscape while utilizing innovative ways to tap into the market
- Met with investors for 100k seed capital injection
- Led testing and simulations on potential customers, matching white-collar professionals with recent Harvard and MIT graduates
Operations Manager
ROLA LANGUAGE INSTITUTE
10.2014 - 05.2015
- Evaluated customer information to explore recurring issues, coached staff on ways to deal with future issues, and developed solutions while maintaining high-quality service
- Continued to identify process optimization initiatives
- Hired and supported HR with recruiting new teachers while conducting business development to identify opportunities for new business; achieved a 20% revenue increase in 4 months
Business Development Associate
ROLA LANGUAGE INSTITUTE
07.2014 - 10.2014
- Administered the commercial expansion using a CRM system, generated sales leads by contacting current and potential clients, and organizing private events (yielding a 20% increase in customers during my tenure)
- Developed and curated marketing campaigns/sales strategies, including crafting the advertisement for client services, which has yielded the highest online foot traffic per campaign to date
Program Manager
TOWN SPORTS INTERNATIONAL
01.2007 - 01.2010
- Performed physical fitness tests, identified musculoskeletal imbalances, sold training packages geared to individual needs, and designed programs specializing in corrective exercise to improve their kinetic chain
- Enhanced and launched new fitness classes with higher management, successfully implemented and increased sales revenue by 30% over the duration of 2 months
- Planned and coached 10 classes per week for 25 members, maintaining a high level of customer satisfaction, inspiring participants to challenge themselves physically in order to achieve their fitness goals
Human Resources Recruitment Associate
Lowe's Companies, Inc
09.2005 - 12.2006
- Onboarded new employees, including training, mentoring and new hire documentation
- Led the onboarding training classes and implemented drug tests for new hires
- Always maintained high corporate standards by ensuring that all employees followed all company policies and procedures while adhering to the safety guidelines
- Supported safety and compliance programs
Assistant Store Manager Operations
Banana Republic
07.2003 - 09.2005
- Supervised the sales staff, making sure the store's sales targets were attained, solved customer complaints, scheduled shifts, checked product displays, and wrote sales reports
- Reduced overtime costs by implementing a more efficient process for completing tasks on time
- Provided constructive feedback to workers, which improved morale and boosted efficiency
Service Writer & Payroll Associate
Camper’s inn RV
10.2002 - 07.2003
- Managed all customer issues with recreational vehicles, acting as a liaison between customer and technician, ensuring all issues were effectively communicated
- Recommended add-on services helping to generate more revenue for sales and service departments
- Gathered and examined timesheets ensuring their validity, and addressed any discrepancies
Education
Master of Business Administration (MBA) - Sustainability
Rotterdam School of Management, Erasmus University
Bachelor of Business Administration - Finance
Southern New Hampshire University
Skills
- Business Development,
- Operations Management
- Leadership
- Coaching
- People Management
- Sales Management
- Team Building
- Operations Improvement
- Business Operations
- Stakeholder Management
- Process Optimization
- PowerPoint, Excel, Word
- Product and Service Management
- Business Development and Planning
- Direct Sales
- Coaching and Mentoring
- Risk Mitigation
Additional Information
- ACTIVITIES AND AWARDS , RSM MBA Dean's Award, 2021 Delta Scholarship (merit-based), 2018-2021 Delta Velvet (program for outperforming employees), 2016-2018
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
Above Wing Operations
HVC LEAD, DELTA AIRLINES
10.2018 - 06.2022
DELTA AIRLINES, Operations
12.2017 - 10.2018
DELTA AIRLINES
01.2016 - 12.2017
Co-Founder
Synch
05.2015 - 12.2015
Operations Manager
ROLA LANGUAGE INSTITUTE
10.2014 - 05.2015
Business Development Associate
ROLA LANGUAGE INSTITUTE
07.2014 - 10.2014
Fitness Director
TOWN SPORTS INTERNATIONAL
01.2010 - 01.2016
Program Manager
TOWN SPORTS INTERNATIONAL
01.2007 - 01.2010
Human Resources Recruitment Associate
Lowe's Companies, Inc
09.2005 - 12.2006
Assistant Store Manager Operations
Banana Republic
07.2003 - 09.2005
Service Writer & Payroll Associate
Camper’s inn RV
10.2002 - 07.2003
Master of Business Administration (MBA) - Sustainability
Rotterdam School of Management, Erasmus University
Bachelor of Business Administration - Finance
Southern New Hampshire University
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