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MICHELE HINDSON
LARGO,FL
Summary
Results-oriented team leader with a successful track record of managing teams, streamlining processes, and delivering results. Experienced in developing and executing strategies to increase productivity and profitability. Skilled in utilizing data-driven insights to identify areas for improvement and ensure customer satisfaction.
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
1
1
Certification
26
26
years of professional experience
Work History
Operations Manager
Travelex Business. A Branch Of Tzell Travel Group
12.2025 - Current
- Streamlined operational workflows to enhance efficiency across multiple teams.
- Led cross-functional initiatives to improve service delivery and client satisfaction.
- Developed strategic plans to optimize resource allocation and reduce operational costs.
- Implemented process improvements resulting in enhanced productivity and reduced cycle times.
Operations Manager
BCD Travel
12.2022 - 12.2024
- Managed 24x7 Healthcare providers and patient (HCP) team of 17 agents and one supervisor
- Resolved customer issues quickly and professionally while maintaining high customer satisfaction ratings.
- Established operational policies, procedures, standards, and objectives in alignment with organizational goals.
- Developed and maintained relationships with customers and vendors for successful project completion.
- Provided leadership in creating innovative methods for streamlining business processes.
Director of Operations
Ovation Travel Group
09.2016 - 12.2022
- Directed 70 agents and a management team of four throughout the U.S to support 237 accounts, $100M total spend
- Analyzed existing processes, identified areas for improvement, and created new procedures to optimize workflow.
- Monitored key performance indicators to support organizational objectives.
- Created and implemented departmental procedures and policies to improve quality control and establish workflow timelines.
- Maximized efficiency and productivity through extensive process analysis and interdepartmental collaboration.
Sr. Manager, Client Technology Support
BCD Travel
02.2014 - 09.2016
- Successfully managed and developed a team of 32 techs globally, demonstrating strong leadership skills.
- Managed Concur, GetThere, Deem site configurations and executed system admin tasks per client, the first point of contact to support booking tool system administrators
- Analyzed data from various sources to identify trends and make actionable recommendations for improvement.
- Led cross-functional teams in designing and implementing new systems and procedures.
Operations Manager
BCD Travel
06.2010 - 02.2014
- Managed 21 agents for accounts valued at over $80 million and maintained customers SLA and customer satisfaction
- Collaborated with Account Management to maintain customer relations and fulfill contractual obligations
- Supported vendor relationships and ensured adherence to policies
- Executed account cross-training for agents, focusing on recruitment, staff development, and motivation
Operations Supervisor
BCD Travel
09.2007 - 06.2010
- Supervised sixteen-agent Toyota domestic, international, VIP, and relocation travel teams
- Supported the team by providing coaching and development to enhance overall quality
- Demonstrated leadership in problem resolution, customer service, technology knowledge, and adherence to processes and policies
- Maintained up-to-date client and vendor contractual information, worked with the technology system to keep it updated, and completed daily reports, airline contracts, and revisions for the account.
Operations Supervisor
Travelocity Business
05.2006 - 09.2007
- Supervised the Lockheed Martin domestic travel team, which consisted of 15 agents.
- Ensured adherence to the Fly American Act and all policies while meeting or exceeding our standards.
- Assisted the Travelocity Business Team and other assigned teams with customer issues, effectively handling and resolving escalated matters as needed.
- Trained, coached, and mentored team members to foster a highly productive work environment.
Owner/President
A World of Travel
02.2000 - 04.2006
- Owner and Manager of two startup travel agencies, overseeing daily operations, Trams accounting, marketing, and networking to drive business.
- Analyzed data from financial reports to identify areas of improvement in business operations.
- Responsibilities included helping book client reservations, generating new business, recruiting staff, budgeting, and managing costs.
- Negotiated contracts and agreements with business partners, vendors, and customers.
Education
Associate of Science - business management and marketing coursework
Black Hawk College
travel industry educational program
The Boyd School
Skills
- Leadership
- Operations
- Client Retention
- Cross-functional teams
- Budgeting
- Coach and Mentor
- Communication Strategy
- Process Improvement
- Compliance
- Performance Management
- Best Practice
- Problem-Solving
- Customer-centric
- Operational Quality
- Project Management
Certification
- PMI - in process 5/25
- CVent Event Management
Timeline
Operations Manager
Travelex Business. A Branch Of Tzell Travel Group
12.2025 - Current
Operations Manager
BCD Travel
12.2022 - 12.2024
Director of Operations
Ovation Travel Group
09.2016 - 12.2022
Sr. Manager, Client Technology Support
BCD Travel
02.2014 - 09.2016
Operations Manager
BCD Travel
06.2010 - 02.2014
Operations Supervisor
BCD Travel
09.2007 - 06.2010
Operations Supervisor
Travelocity Business
05.2006 - 09.2007
Owner/President
A World of Travel
02.2000 - 04.2006
travel industry educational program
The Boyd School
Associate of Science - business management and marketing coursework
Black Hawk College