SUMMARY
Transformational and influential operations leader and turnaround strategist with extensive experience driving positive change and fostering collaborative cultures. Create and implement strategic initiatives aligned with business goals and evolving organizational dynamics. Drive operational efficiency and profitability while developing high-performing teams that consistently exceed expectations. Cultivate synergy and enhanced overall organizational performance as visionary leader with deep, extensive experience across both non-profit and corporate sectors.
AREAS OF EXPERTISE
Operations Leadership
Change Management
Business Turnaround
Strategic Planning
High-Speed Data
Organizational Development
Continuous Improvement
Tier 2 & Tier 3 Support
Strategic Initiatives
Customer Success
Team Leadership & Development
Cross-Functional Collaboration
Customer Retention
Technical Support
Problem-Solving
PROFESSIONAL EXPERIENCE
ORIGINAL ONE PARTS, Dallas, TX2022–Present
Director of Contact Center
Lead continued efforts to support Kinderhook Industries subsidiary’s transition from selling auto parts to collaborating exclusively with collision centers, spearheading comprehensive overhaul of customer success organization. Identify and replace legacy software systems, modernize processes, drive team expansion, and influence inside sales efforts. Manage supervisors and customer success team, optimizing customer satisfaction by ensuring smooth call center operations and facilitating achievement of team’s objectives by leveraging servant leadership.
Coordinated large-scale business transformation to modernize systems, optimize processes, drive revenue, and elevate customer satisfaction:
Enabled 400% increase in revenue and increased customer satisfaction from 67% to 93% by replacing Zendesk with AI-driven Dialpad to improve call routing and real-time customer engagement while establishing KPIs, incentives, and scripted interactions.
Expanded customer success team from 3 to 15 members, fostering sales growth and customer retention by strategically recruiting top talent and converting high-performing temporary staff to permanent roles.
SEWELL AUTOMOTIVE COMPANIES, Houston, TX-
Internet Sales Director
Designed and implemented optimized sales processes for family-owned automotive dealership that were subsequently implemented across all 16 sales teams in recognition of success with internet Audi sales leads. Directed and developed 4-person team that consistently achieved highest-grossing Audi sales within dealership.
Increased closure rates from 11% to 28%, four times Sewell’s average, and achieved 98.5% customer satisfaction score, surpassing industry average of 95%:
Ensured customer expectations were consistently met by implementing proactive, three-fold lead follow-up strategy that incorporated text, email, and calls and emphasized prompt and comprehensive customer engagement through all communication channels.
THE CHURCH WITHOUT WALLS, Houston, TX-
Executive Director of Ministry
Functioned as executive director, overseeing operations of large, $21M non-profit while leading team of 100; recruited, hired, and managed 20 directly reporting master’s or doctorate-level professionals. Played pivotal role in executing founder’s strategic vision, leading staff meetings, and ensuring accountability.
Drove 157% increase in education program attendance within 1 month and 283% increase over 3 years by refocusing emphasis on program serving as connecting point within community.
Achieved 21% increase in stewardship by strategically expanding Bible study groups through increased attendance and heightened engagement with giving initiatives.
Implemented robust system of accountability that included introduction of weekly staff meetings, one-on-one sessions to track and evaluate top three organizational goals, and established timelines. Fostered increased responsibility, accountability, and goal achievement.
Restructured and enhanced outreach efforts by hiring new director for Southern Baptist Convention to foster greater focus on community engagement, volunteer work, and charitable giving beyond church’s confines.
FIRST BAPTIST CLEVELAND, Cleveland, TX-
Senior Pastor
Leveraged doctorate in organizational leadership to play key role in transforming regional church into vibrant community attracting attendees from larger radius of communities. Facilitated dramatic increase in baptisms within first year, increasing rate from 10 in one year to 31 within one day, by emphasizing outreach to young families and staff growth.
Elevated church’s standing to among top 60 out of 6,000 peer churches within 1 year, driving 23% year-over-year (YoY) attendance and growing budget from $1M to $4.5M, by increasing engagement with community organizations, engaging younger generations, and enhancing overall church experience.
AT&T, Dallas, TX -
Technical Contact Center Manager
Received several promotions in recognition for excellence in operations leadership within telecom sector, culminating in supervisory role managing all call center operations. Proactively identified chronic troubles with customer. Provided tier 2 and tier 3 technical support for high-speed data services.
Initiated and implemented Customer Resolution Manager program that substantially enhanced customer satisfaction.
EDUCATION
Louisiana Baptist University; Shreveport, LA – Doctor of Organizational Leadership
Liberty University; Lynchburg, VA – Master of Divinity
Excelsior University; Albany, NY – Bachelor’s of Liberal Arts & Sciences
ADDITIONAL INFORMATION
Licensure & Certifications
State of Texas – Texas Life &. Health Insurance
Taylor Johnson Public Relations – Taylor-Johnson Temperament Analysis
Organizations & Volunteer
Womenful Voice – Advisory Board Member (2023-Present)
ParentLife – Advisory Board Member (2023- Present)
Lions Clubs International – Member -)
River of Life Ministries – Teacher -)
