Clarissa Giles
Jacksonville,FL
Summary
Results-driven program manager with 8+ years of experience optimizing workflows, leading cross-functional teams, and delivering impactful projects. Skilled in Monday, Hubspot, and process design, with a proven record of boosting efficiency (e.g., 57% retention increase) and managing high-stakes initiatives (e.g., $2M+ events). Excited to streamline creative execution at Olipop.
Overview
8
8
years of professional experience
Work History
Audience Experience Specialist
Tim Tebow Foundation
Jacksonville, FL
06.2024 - Current
- Implement and manage an agile project management system in Monday, overseeing a retention program with 25+ quarterly projects for 28,000+ recurring donors
- Reduced audience inquiry response time from 30+ days to 24 hours by leading a Hubspot ticketing funnel system; expanded monitoring from 1 to 11 communication channels
- Reduce monthly donor churn rate from 8% to 2% by partnering with creative and marketing teams on retention initiatives
- Increase donor retention rate by 57%, extending average retention from 7 to 11 months through targeted initiatives
- Partnered on an annual giving event that surpassed the previous year's donor contributions by $2M+ through strategic collaboration
- Deploy and utilize tools (SlickText, Knack, Zapier, LetterLabs, Sprout) to streamline donor communication and enhance retention efforts
- Recapture $100K+ in annual donations by managing 1,000+ failed monthly transactions in Classy with optimized processes
- Create and write 4 monthly email campaigns for a 500K+ audience, boosting donor engagement and awareness
- Boost audience engagement, social shareability, and reach across a 100K-500K audience through innovative communication strategies
- Author 19 quarterly reports with project updates and stakeholder investment details for targeted donor communications
- Oversee inventory and fulfillment of physical gifts for 28,000+ recurring donors, new donors, and special promotions to enhance engagement
Operations and Program Specialist
Samaritan's Purse
07.2021 - Current
- Led refugee site team, coordinating travel, short-term housing, and emergency aid for 200+ refugee families daily
- Facilitated procurement, project management, and travel logistics for domestic and international disaster relief efforts
- Completed week-long program management training involving joint participation with Army Civil Affairs in military exercise
- Deployed onsite at USA-Mexico border during Ukrainian refugee crisis
- Completed 100+ hours of disaster relief training, preparing for rapid response in crisis situations
Operational and Strategic Development Consultant
Self-employed
Remote
02.2023 - 06.2024
- Revitalized client retention at marketing agency by 30% through developing customer care procedures
- Developed and implemented 12+ organizational SOPs
- Developed and implemented QA measures for a roster of 40+ clients
- Managed all onboarding systems for 10+ new employees and developed team management systems for 40+ employees
- Collaborated with various organizations to assess their hiring needs and develop tailored job descriptions and employee offerings
- Planned and directed all aspects of private events for clients across 3 states
- Researched, identified, and facilitated grant applications, including writing and submission
Operations Manager
Billy Graham Evangelistic Association
Charlotte, NC
07.2019 - 11.2021
- Managed 20+ annual community events at Billy Graham Library overseeing logistics, content, and implementation
- Oversaw logistics, operations, building maintenance, special projects, and annual goals for 40,000+ sq. ft. facility servicing 175,000 annual guests
- Responsible for $2M annual budget alignment for 4 departments
- Negotiated $500K in annual contracts with 50+ external vendors for various event needs
- Curated and managed annual event plan, themes, and menus
- Handled all communication and scheduling with keynote speakers, emcees, musicians, and additional talent
Operations Coordinator
Billy Graham Evangelistic Association
Charlotte, NC
07.2018 - 07.2019
- Implemented event logistics, staff coordination, and event planning for 15+ annual events
- Facilitated operational projects which improved response time by 80% and completion time by 50%
- Coordinated, led, and trained 40+ event volunteers
- Secured all procurement needs for events
Admissions Team Coach
Regent University
Remote
01.2018 - 06.2018
- Created training programs for 40+ remote staff including: SOP's, KPI's, Mentoring Programs, and Promotional Pathways
- Managed day-to-day operations and all HR-related concerns for a team of 10+ remote Admissions Counsellors
- Coordinated and implemented training and procedures for 40+ department employees
- Developed quarterly team building events and seasonal departmental celebrations
- Executed and exceeded sales strategies and goals to drive enrollment
Sr. Admissions Counselor
Regent University
Remote
10.2017 - 01.2018
- Implemented QA process for remote team leading to 85% increase in accuracy scores
- Assisted supervisor with management tasks including QA for calls increasing team productivityiteral, increasing team productivity
- Assisted supervisor with 10+ special projects and training events
- Disseminated & curated information on university programs to prospective students
Admissions Consultant
Regent University
Remote
11.2016 - 10.2017
- Maintained 97% QA accuracy on sales calls
- Guided 100+ additional assigned UG/GR students through admissions process from application to 1st enrollment
- Managed 80+ student admissions accounts in JD program for School of Law
- Top 5% in department enrollment goals
Education
Bachelor of Science - Interdiscplinary Studies
Liberty University
Lynchburg, VA05-2015
Skills
- Hubspot
- Classy
- Monday
- Dash
- Smugmug
- Zapier
- LetterLabs
- Knack
- SlickText
- Sprout
- Shopify
- ShipHero
- Figma (Wireframes)
- Asana
- Canva
- MS Office
- Brandfolder
- Google Suite
- Adobe Suite
Timeline
Audience Experience Specialist
Tim Tebow Foundation
06.2024 - Current
Operational and Strategic Development Consultant
Self-employed
02.2023 - 06.2024
Operations and Program Specialist
Samaritan's Purse
07.2021 - Current
Operations Manager
Billy Graham Evangelistic Association
07.2019 - 11.2021
Operations Coordinator
Billy Graham Evangelistic Association
07.2018 - 07.2019
Admissions Team Coach
Regent University
01.2018 - 06.2018
Sr. Admissions Counselor
Regent University
10.2017 - 01.2018
Admissions Consultant
Regent University
11.2016 - 10.2017
Bachelor of Science - Interdiscplinary Studies
Liberty University
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