Mitchell Baptista
Boston,MA
Summary
Dynamic operations leader with a proven track record at National Grid, excelling in safety oversight and regulatory compliance. Skilled in coaching and mentoring teams, I achieved zero OSHA recordables while enhancing performance metrics. Adept at conflict resolution and fostering union relations, I drive continuous improvement and operational efficiency in high-stakes environments.
Overview
16
16
years of professional experience
Work History
Supervisor, Gas Field Operations
National Grid
Waltham, MA
04.2024 - Current
- Supervised daily operations of union-represented field techs responsible for underground utility damage prevention, ensuring compliance with federal and state regulations.
- Responded and Managed emergency response operations for damaged gas infrastructure, providing real-time to ensure public safety and rapid service restoration.
- Coordinated with engineering, construction, and public works departments to implement safe excavation practices, reducing utility conflicts in high-risk areas.
- Conducted site audits and inspections to enforce adherence to National Grid safety standards, achieving zero OSHA recordables during supervision period.
- Analyzed incident data to identify trends and implement corrective actions, enhancing safety performance across operations.
- Built relationships with contractors, municipalities, and utility partners to raise awareness of underground infrastructure, reducing excavation-related damage.
- Oversaw budget and resource allocation for field operations, improving operational efficiency while maintaining regulatory compliance and service reliability.
Customer Operations Manager
American Airlines
Portland, OR
01.2023 - 11.2023
- Led and supported 180 union-represented frontline agents through mentorship and operational guidance, enhancing customer service and performance.
- Leads airport team to perform their work safely and efficiently and comply with federal, state, and local regulations including DOT, FAA, and other government agencies.
- Coordinated with General Manager and Regional Director to address delays and operational issues, ensuring timely resolutions.
- Assist the General Manager with workgroup bids to ensure proper staffing levels to meet operational needs.
- Promote a culture of safety and discipline through leadership, audits, accountability, and communication.
- Conducted performance reviews and delivered coaching and feedback to team members, fostering professional development.
- Performed daily safety audits above and below the wing and provided coaching.
- Maintain Ground Security Coordinator certification to observe and follow up on aircraft security searches after international flights and resolve external customer issues as needed.
Airport and Ground Operations Supervisor
JetBlue Airways
Washington, DC
06.2014 - 11.2022
- Led operational support for over 300 direct report employees, assisting in daily operations and coaching for improved efficiency.
- Perform safety audits daily throughout the operation and follow up on observed violations through coaching and documenting such violations.
- Communicate performance reports and operational feedback to management promptly by monitoring team performance through audits and safety/performance metrics that have led to a lower-than-company average rate of accidents and injuries at the local level.
- Engaged employees through recognition of performance and targeted coaching, utilizing a guidance system for measurable improvement.
- Maintained Ground Security Coordinator certification to observe and follow up on aircraft security searches after international flights.
- Facilitated employee engagement and career development through performance reviews and mentorship, fostering internal growth.
Hard Money Loan Officer and Sales Manager
CapSource Inc
Las Vegas, NV
08.2010 - 06.2014
- Established a pipeline of investors for fixed-return trust deeds and short-term mortgages.
- Reviewed potential investors' portfolios with proprietary software to educate on fixed-rate trust deed investments, increasing investor confidence.
- Managed a portfolio worth approximately $16 million with a 90% reinvestment rate through relationship building.
- Maintained NMLS license (#379014) to ensure compliance and operational integrity.
- Trained staff on time management strategies, improving customer education on capsource products and enhancing client interactions.
- Developed sales tactics and negotiation skills among team members, fostering a collaborative environment that improved contract writing.
- Responded effectively to customer inquiries, improving service quality and satisfaction.
Education
Medical Specialist Course 300-91B -
US Army Academy of Health Sciences
Fort, Sam Houston, TXDiploma -
Dartmouth High School
Dartmouth, MASkills
- Gas operator qualifications
- Regulatory compliance
- Safety oversight
- Operations oversight
- Project management
- Operational management
- Performance improvement
- Employee evaluations
- Onboarding and orientation
- Communication skills
- Conflict resolution
- Problem-solving strategies
- Safety protocols
- Servant leadership
- Coaching and mentoring
- Employee development strategies
- Union relations
- Microsoft Office proficiency
- Employee development
- Team leadership
Timeline
Supervisor, Gas Field Operations
National Grid
04.2024 - Current
Customer Operations Manager
American Airlines
01.2023 - 11.2023
Airport and Ground Operations Supervisor
JetBlue Airways
06.2014 - 11.2022
Hard Money Loan Officer and Sales Manager
CapSource Inc
08.2010 - 06.2014
Medical Specialist Course 300-91B -
US Army Academy of Health Sciences
Diploma -
Dartmouth High School