Michael Copeland

Operations leader with 10+ years of experience improving multimillion-dollar business operations across hospitality, business services, and military leadership. Proven success leading teams of 25+ employees, reducing operating expenses, improving labor efficiency, implementing KPI-driven process improvements, and driving revenue growth. Experienced in P&L management, SOP development, workforce planning, customer experience, and continuous process improvement.

Operations Director at Verity Fitness (2024-06 – Present)

Founded and managed all business operations for a growing fitness company, including budgeting, marketing, client acquisition, workforce planning, scheduling, partnerships, and financial reporting.

• Sourced and implemented CRM software to streamline member management, scheduling, and billing.
• Developed a new customer onboarding framework, securing an 11% conversion rate and stable membership base.
• Oversaw scheduling, corporate partnerships, and financial reporting to ensure lean, scalable daily process improvement.

Account Executive at Canon Solutions America (2023-08 – 2024-06)

Partnered with commercial clients to optimize workflows and implement document management and cloud solutions that improved efficiency, reduced manual processes, and increased productivity.

• Identified workflow bottlenecks in document management, reducing labor costs and increasing efficiency.
• Implemented cloud-based solutions that automated manual processes to improve business performance.

Operations Manager at iPic Entertainment (2018-06 – 2023-08)

Directed day-to-day operations for two luxury dining locations managing approximately $10 million in annual revenue, overseeing P&L performance, KPI reporting, procurement, facilities, staffing, inventory, compliance, budgeting, forecasting, and guest experience.

• Recruited, trained, coached, and developed team members through a culture of accountability and exceptional guest service.
• Improved team performance through regular coaching, performance reviews, and hands-on leadership.
• Hired, coached, and developed a team of 25+ employees while improving retention and performance.
• Used KPI's to identify operational opportunities and implement process improvements.
• Recognized for developing employees and creating strong team management while consistently achieving business objectives.
• Sustained a 90th percentile Net Promoter Score by refining service standards and process improvement.

Security Forces Member at United States Air Force (2012-05 – 2018-05)

Led training, compliance, asset accountability, emergency planning, and process execution in a high-security environment supporting mission-critical operations.

• Raised $10k for self-founded professional development organization of 66 members.
• Coordinated training program to improve team performance by 25% and exceed case standards.
• Efficiently managed 350 cases annually, ensuring compliance guidelines and suspense deadlines.
• Managed the inventory, accountability, and maintenance of sensitive equipment, arms, and classified documents.

Bachelor's Degree in Business Administration – University of Maryland (2020)