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Skillful Evangelist resume

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Executive Profile

A highly motivated self-starter with a deep understanding of customers needs seeks a position at Arćteryx. Evangelist for customer empathy and driving "best in class" customer service while exceeding sales goals.

Professional Experience
Customer Experience Consultant Feb 2015 to Current
New York, NY
  • Consulting ecommerce start-ups on building and scaling a world-class customer experience.
  • Managing an internal and outsourced customer support center, serving as an escalation point and creating the optimal customer journey.
  • Develop best practices for customer service across phone, chat, email and social media. 
  • Motivated high performing customer service staff to meet KPIs, SLA and NPS to create an exceptional experience.
  • Responsible for hiring, motivating, coaching, counseling, and training seasonal customer support supervisors and leads.
Site Operations Manager Mar 2014 to Feb 2015
CityMD (Urgent Care Start-up) New York, NY
  • Responsible for directly managing the site operations team including behavioral interviewing, onboarding, PTO, performance reviews and YOY revenue growth.
  • Created, analyzed and reported on various business metrics such as, wait times, provider patients per hour, site NPS, customer satisfaction and mystery customer visits.
  • Supervised, managed, coached, developed and evaluated the performance of all staff on a daily basis.
  • Monitored and took corrective measures to ensure that the CityMD culture was being observed at all times, by all employees.
  • Collaborated with the HR team to formalize a development plan for staff such as, providing employees with performance reviews, improvement plans, and administered terminations as needed.
  • Held departmental meetings and on-site training sessions.
Business Owner Jan 2001 to Mar 2014
Retail Apalachicola, FL
  • Managed sales teams, performed 1:1 sales coaching sessions, constructive pipeline management reviews, and supported/promoted high performers.
  • Oversaw P&L, administered coaching and career development, maintained brand value by providing best in class customer experience and regularly received industry recognition awards for exceptionally high customer satisfaction ratings.
  • Evaluated current procedures and identified opportunities for improved innovation.
  • Experienced, strategic, meticulous, detail-oriented, and supremely organized.
  • Happy when solving problems, creating streamlined processes and reducing customer pain points.
  • Passionate about working with a diverse team and leading by example by getting my hands dirty.
Florida State University

Bachelor of Science - Business Administration. Emphasis on Hospitality and Management.

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Job-winning Evangelist resume

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Data-Driven, strategic professional working toward improving customer experiences through exposing the humanity behind technology. With 14 years of SaaS/IaaS, working to find operational pain points and translate those to actionable deployment strategies. 

  • Staff training and development
  • Brand Ambassador - Public Speaking and Events
  • Project Management (Agile, Waterfall, GROW/LEAN)
  • Specialized Software (Jira, Trello, MS Project, Confluence)
  • Cisco CTI software
  • Deliverability Practices (DDI)

Strategy and Planning

  • Implemented Agile methodology usage for operational, development, and fulfillment staff.
  • Reduced annual operational cost by $2 MM through launching self-help tools to front line CSR's.
  • Product Manager for client assets acquisition, focused on online properties.

Operational Management

  • PO for customer care and product development teams to prioritize work and oversee resource requisitions.

Brand Management

  • Actively mentored, trained and supervised new advocates in the field to utilize both social networking tools, as well as targeted article creation and face to face interaction with clients.
Product Manager - Hosting Tools and Services / GoDaddy - Gilbert, AZ 12/2018 - Current
  • Responsible for product road maps, defining objectives, key results, customer experience, and touch point communication.
  • Internal and External engineering team project scoping. 
  • Cross departmental and external partner communications and updates for executive communication.
  • Responsible for project scope and dependencies brought on by differing priority sets and labor cycles.
  • R&D through live production launch for software suites focused on increasing efficiency, lowering operational overhead, and increasing profit.
Managed Services Manager / GoDaddy - Gilbert, AZ 01/2015 - 12/2018
  • Implemented service catalog responsible for $20 MM in annual revenue.
  • Set cadence for workflow and customer experience for 200k end user augmentations, disaster restorations, break/fixes, and troubleshooting annually.  
  • Responsible for an organization of 100+ technology specialists incorporating DevOps, Fulfillment, Customer Care, Technical Writing, Evangelism, and Application Development.
  • Lead career development exercises through various technical and professional skill up programs.
  • Developed Hiring, Coaching, and Performance management methodologies.
  • PO for a SCRUM team of Operations Engineers, Software Developers, and Technical Writers responsible for trend analysis, automation, and documentation/implementation of in-flight products and R&D to market lines.
  • POC for the brand and technology advocacy attending vendor events to promote brand.
  • Training individual evangelist in best practices of writing and face to face interactions.
Server Support Supervisor / GoDaddy - Gilbert, AZ 01/2013 - 01/2014
  • Increased Sales 79% year over year to $1.88 MM.
  • Implemented new services contributing to a $1 MM growth in new client revenue.
  • Responsible for 60 tier II server specialist assisting in Windows 2006 R2, Windows 2010 Server, CentOS 5, CentOS 6, as well as WHM/cPanel, WHMCS, Plesk, and Gnome.
  • Defined scope of support to leverage paid services and re-brand the advanced hosting product line.
  • Collaborated with internal marketing and business intelligence to decrease product churn.
  • Instituted core technology testing to raise product awareness.
Customer Care Supervisor / GoDaddy - Gilbert, AZ 02/2005 - 02/2013
  • Responsible for sales teams producing $1.5 MM annually while maintaining above target quality and customer satisfaction levels.
  • Created leveled testing for CSR's leading to increased first call resolution and higher customer satisfaction.
Education and Training
Project Management Academy - - Phoenix, Arizona, US 2019

PMP Bootcamp focused on industry best practices for all levels of project management.

Situational Leadership - - Tempe, AZ, United States 2016 Seminar focused on improving overall leadership styles and relies heavily on 9-box theory, GROW, and LEAN methodologies for organizational management as well as interpersonal leadership. 
Seminole State College - Lake Mary, FL 2009 Political Science/Philosophy
Arizona State University - Tempe, AZ 2007 Political Science/Philosophy

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Experienced Evangelist resume

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Professional Summary
My passion in ministry is Preaching the Word of God for the glory of God. In Acts 6:4 the Apostles stated "But we will devote ourselves to prayer, and to the ministry of the word. Ephesians 4:11-12 says "He gave some to be Apostles, some prophets, some evangelist, and some pastors and teachers, for the equipping of the saints for the work of the ministry, for the edifying of the body of Christ." Based on these verses, I believe that I am called, first and foremost, to preach the word of God prayerfully and faithfully. My heart beats for souls to come to know the Savior and live for him in Holiness. I am committed to Expository preaching, preaching through the books of the Bible verse by verse. In doing this you get the word of God, not the opinion of the preacher.
  • Budgeting and finance
  • Team leadership
  • Staff development
  • Strong verbal communication
  • Conflict Resolution
  • Theologically Conservative 
Work History
Interim Senior Pastor 07/2016 to 01/2018
Covenant Baptist Church Lanham, MD
  • Planned and conducted worship services, wrote sermons and worked with key church leaders to carry out church mission.
  • Oversaw administration and management of all areas of ministry.
  • Provided pastoral care through visitation, counseling, and prayer.
  • Led outreach initiatives to reach out to inactive or new residents in community.
  • Officiated special services such as weddings, funerals, and baptisms services.
  • Maintained open lines of communication with church members by writing content for church newsletters, bulletins, and worship services.
  • Raised congregational awareness of needs and the contributions of youth to the church.
  • Supervised associate pastors and staff leading education, youth, pastoral care and older adult ministry programs.
  • Worked with stewardship to promote responsible biblical stewardship.
  • Trained members to Evangelize
Young Adult/Assistant Pastor 10/2011 to 07/2016
Heritage Community Church Waldorf, MD
  • Teaching Young Adults weekly the word of God (ages 16-25).
  • Introduced special outreach programs to Board of Directors in effort to increase The Church interest in evangelism and community service.
  • Created Gospel centered programs that played a role in the church growing from 25 members to 212 in two years, making the Church a Multi cultural and multi generational congregation.
  • Led Bible Study.
  • Preached on assigned Sunday morning and evenings
  • Worked closely with Budget committee and Held staff meetings to speak about the vision of the church and auxiliary ministries.
  • Conducted Baptisms, weddings, and Eulogies.
  • Created an interactive classroom atmosphere to maintain student interest and facilitate learning in Sunday School (pre K-8th grade).
Deacon 10/2008 to 10/2011
Jericho Baptist Church Landover, MD
  • Taught in the Church Bible School Biblical Theology.
  • Counseled the Youth and Young Adults of the Church.
  • Served Communion.
  • Led Prayer Ministry.
High School Diploma: 2008 Charles Herbert Flowers High School - Springdale, MD
Bachelor of Arts: Theology 2017 Luther Rice College & Seminary - Lithonia, GA
Master of Divinity: Expository Preaching 2022 The Master's Seminary - Los Angeles, CA