Kwame Darkwa
Boston,MA
Summary
Dynamic administration and operations professional with 10+ years of leadership experience in the Travel and Hospitality sectors, adept at managing complex organizational functions in multicultural environments. Skilled in strategic planning, project management, and process optimization, with a proven ability to enhance efficiency, reduce costs, and strengthen institutional capacity. Recognized for leading diverse teams, driving operational excellence, and implementing initiatives that align with international standards of accountability and sustainability. Committed to advancing organizational goals that foster collaboration, inclusivity, and global impact.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Airport Operations Crew
JetBlue
01.2024 - Current
- Delivered a seamless passenger experience by expertly managing customer check-in, utilizing advanced airport systems to expedite processes, and minimize delays.
- Increased ancillary revenue by consistently promoting value-added products, while providing attentive, personalized service that elevated overall customer satisfaction.
- Ensured operational excellence by collaborating proactively across teams and departments, rapidly resolving challenges to maintain efficient airport functions, and on-time performance.
- Maintained strict adherence to safety and regulatory standards when preparing aircraft cabins for boarding, directly contributing to safe, timely departures.
- Demonstrated versatility and in-depth operational knowledge by adapting to a variety of roles within the airport environment, supporting dynamic needs, and continuous improvement initiatives.
- Supported passenger boarding process, enhancing customer service experience.
- Implemented standard operating procedures to streamline daily tasks and workflows.
- Coordinated aircraft arrivals and departures to ensure on-time performance.
Assistant Manager
Dunkin' Donuts
10.2023 - 01.2024
- Delivered accelerated sales growth and optimized profitability through the execution of strategic business plans and innovative marketing initiatives.
- Cultivated a high-performing team by providing comprehensive training, fostering transparent communication, and building strong professional relationships.
- Ensured unwavering compliance with labor laws, health regulations, and corporate standards, safeguarding operational excellence.
- Enhanced team engagement and productivity by offering consistent coaching, celebrating achievements, and setting clear expectations for success.
- Consistently delivered outstanding guest experiences by prioritizing customer satisfaction, and upholding the highest standards of service quality.
- Assisted in managing daily operations, ensuring efficient workflow and high-quality service.
- Trained and mentored new staff on company policies and customer service standards.
Overnight Stocking Associate
Walmart
06.2023 - 09.2023
- Elevated inventory precision by executing rigorous audits and implementing flawless shelf adjustments.
- Orchestrated seamless inventory flow, setting the benchmark for backroom organization and efficiency.
- Optimized merchandise presentation by expertly stocking, rotating, and displaying products, guaranteeing premium pricing, and meticulous care for delicate items.
- Drove safe and systematic stock management by categorizing and organizing inventory, safeguarding modular integrity, and ensuring comprehensive documentation.
- Managed inventory replenishment to ensure stock availability and optimal product placement.
- Operated warehouse equipment safely to facilitate efficient stocking processes.
Operations Manager
Rehoboth Travel
06.2021 - 04.2023
- Championed rigorous quality standards, guaranteeing operational excellence, and consistently high team performance.
- Developed and implemented training programs for staff to improve service delivery standards.
- Streamlined operational processes to enhance efficiency and reduce travel booking errors.
- Engineered and launched strategic initiatives across Aviation, Travel, and Hospitality, propelling company growth, and cementing market leadership.
- Transformed interdepartmental communication, slashing service errors by 20%, and multiplying cross-selling opportunities.
- Delivered exceptional customer satisfaction by fortifying quality controls, and curating bespoke service experiences.
Travel Sales Operations, Team Lead
Rehoboth Travel
08.2019 - 05.2021
- Directed and inspired a high-performing team of ten travel sales professionals, driving revenue growth, and setting industry standards for service excellence.
- Mentored team members, fostering skill development and promoting a collaborative environment.
- Oversaw daily operations, ensuring efficiency and adherence to company policies.
- Designed and implemented a dynamic client feedback program, elevating customer satisfaction, and strengthening client retention.
- Developed and launched a strategic loyalty initiative, resulting in a 15% increase in repeat business, and fostering lasting client relationships.
- Forged effective partnerships with marketing to align sales strategies, maximize lead generation, and accelerate business development.
- Transformed customer insights into actionable improvements, shaping innovative travel offerings, and ensuring a competitive edge.
Travel Consultant
Rehoboth Travel
08.2017 - 07.2019
- Led seamless daily administrative operations, streamlining travel reservation processes to maximize efficiency and client satisfaction.
- Executed precise and timely bookings, consistently exceeding accuracy standards, and enhancing the overall customer experience.
- Optimized ticketing procedures, expertly handling adjustments, exchanges, and queue administration to ensure smooth travel arrangements for global clients.
- Resolved complex travel-related challenges, delivered expert consultative services, and fostered strong client loyalty in a competitive international market.
Sales Executive
DayStar Hardware
08.2013 - 07.2016
- Directed and empowered a diverse team of ten sales associates, fostering a collaborative environment, and driving high-performance results.
- Developed strategic sales plans to expand market reach and enhance customer base.
- Cultivated relationships with key clients, ensuring high levels of satisfaction and repeat business.
- Conducted comprehensive market analysis on competitors, providing actionable insights that informed strategic business decisions, and enhanced market positioning.
- Designed and delivered targeted training programs, equipping sales staff with advanced selling techniques to elevate team capability and effectiveness.
- Achieved and exceeded organizational sales targets by implementing persuasive sales strategies, contributing to sustained revenue growth, and organizational success.
Project Coordinator
Teens Aloud Foundation
07.2011 - 07.2013
- Championed Teens Aloud’s representation at international youth events, driving global networking, and program success.
- Performed rigorous financial oversight for international youth initiatives, ensuring fiscal responsibility, and program sustainability.
- Led the planning and execution of international travel arrangements, facilitating seamless program delivery.
- Initiated and developed cross-sector collaborations, expanding the foundation's reach and influence.
- Coordinated project timelines and deliverables to ensure timely completion of initiatives
- Developed and maintained project documentation, enhancing communication among stakeholders
Administrative Assistant
Teens Aloud Foundation
01.2010 - 06.2011
- Provided high-level support to Global Executive Directors, ensuring flawless daily operations.
- Revamped and optimized office policies and procedures to enhance organizational efficiency.
- Authored professional correspondence and informational materials, strengthening internal and external communications.
- Streamlined scheduling processes to enhance office efficiency and improve communication among team members.
- Coordinated comprehensive travel and accommodation arrangements, facilitating executive engagement at international events.
- Coordinated events and workshops, ensuring successful execution aligned with organizational goals.
Education
Associate of Science - Business Administration
Mount Wachusett Community College
Gardner, MA05-2026
Advanced Diploma - Business Studies
Institute of Commercial Management
London, United Kingdom12-2020
Technical Diploma - Project Management
MSC Business College
Johannesburg, South Africa06-2017
High School Diploma -
Presbyterian Boys' Secondary School
Accra, Ghana06-2009
Skills
- Proficient in ticketing systems
- Cross-functional coordination
- Adaptability and flexibility
- Operations management
- Project management
- Customer relationship management
- Workflow optimization
Affiliations
- Project Management Institute
Certification
- Project Management Professional, PMI - 2025 - 2027
Languages
French
Elementary
Twi
Native or Bilingual
Timeline
Airport Operations Crew
JetBlue
01.2024 - Current
Assistant Manager
Dunkin' Donuts
10.2023 - 01.2024
Overnight Stocking Associate
Walmart
06.2023 - 09.2023
Operations Manager
Rehoboth Travel
06.2021 - 04.2023
Travel Sales Operations, Team Lead
Rehoboth Travel
08.2019 - 05.2021
Travel Consultant
Rehoboth Travel
08.2017 - 07.2019
Sales Executive
DayStar Hardware
08.2013 - 07.2016
Project Coordinator
Teens Aloud Foundation
07.2011 - 07.2013
Administrative Assistant
Teens Aloud Foundation
01.2010 - 06.2011
Associate of Science - Business Administration
Mount Wachusett Community College
Advanced Diploma - Business Studies
Institute of Commercial Management
Technical Diploma - Project Management
MSC Business College
High School Diploma -
Presbyterian Boys' Secondary School