Open To Work
Kevin L. Henry, Sr. M.A. INDS. BUS. ThM.
Greensboro,NC
Summary
Accomplished professional with vast experience driving business growth and operational excellence. Skilled in developing and executing innovative strategies to increase market share, optimize customer engagement, and enhance customer satisfaction. Adept at leading change management initiatives and establishing new processes to streamline operations and drive business growth.
Overview
1
1
Certificate
27
27
years of professional experience
Work History
Inflight Associate/Senior Flight Attendant
Republic Airways
06.2025 - Current
- Ensured passenger safety through comprehensive pre-flight briefings and emergency procedure demonstrations.
- Delivered exceptional customer service, addressing passenger needs and resolving issues promptly.
- Managed in-flight operations, coordinating with crew to maintain efficient service standards.
- Trained new flight attendants on company policies, safety protocols, and customer service excellence.
- Implemented feedback mechanisms to improve in-flight experience based on passenger input.
- Collaborated with pilots and cabin crew members, ensuring effective communication and seamless operation of all flights.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Chairman, Executive Director
Live Life Whole, Inc.
05.2024 - Current
- Works with board of directors to create strategic plans for company growth. Awarded and manages approximately 3 RFP's successfully with local municipalities and state governmental agencies.
- Reviews financial statements and reports prepared by organization's accountant or CFO.
- Ensures compliance with legal requirements as mandated by applicable laws and regulations.
- Identifies opportunities for improvement within existing board structures to optimize efficiency and productivity.
- Sets organization's strategic direction by identifying new opportunities and addressing challenges.
- Collaborates with other organizations facing similar challenges related to corporate governance issues through networking events or webinars.
- Evaluates potential candidates for vacant board positions based on qualifications and experience level.
Senior Pastor
First Missionary Baptist Church
01.2021 - 11.2024
- Supported congregational needs, including hospital visitation, home visits, counseling, marriages, and funerals.
- Directed workflow for church administration functions, verifying completion of ministry, business, facility, and logistical support activities.
- Designed spiritual lessons, teaching, and sermons to convey valuable messages to congregation.
- Guided and supported church purpose through strategic planning and vision development.
- Served as primary preacher to congregation of 250 to 350 parishioners.
- Submitted reports to church leadership, detailing strategic planning, ministry accomplishments, and community outreach activities.
Director of Sales and Marketing
TYM-2 Fresh Green Organic, Inc
12.2016 - 01.2022
- Accountable for sourcing, recruiting, training as well as managing disciplinary action and conducting performance reviews.
- Drive lead generation through networking SEO, digital marketing campaigns, study sales and marketing potential of online/virtual, direct sales and revenue transactions; and participate in review of brokered activities, assessing statistics and expenditures service accounting, record-keeping, receiving and shipping operations.
- Developed and implemented comprehensive sales strategies to enhance market presence and revenue growth.
- Led cross-functional teams in executing integrated marketing campaigns, increasing brand awareness and customer engagement.
- Increased sales revenue 35% by implementing innovative marketing strategies and fostering strong relationships with clients
JustLead Program Director
Emerald Youth Foundation
05.2020 - 03.2021
- Direct and launch JustLead programs strategic services, community outreach, service projects, integration processes according to the mission of Emerald Youth Foundation organization, develop curriculum and monitor its implementation from inception to completion, handle deadlines, milestones, and procedures, participate in budgets planning.
- Developed budgets for programming and broadcasting activities, monitoring expenditures to remain within budgetary limits.
- Supervise departmental instructors, program coordinators, teachers, and managers, set the tone for overall quality, community involvement, and performance results, identify areas of improvement to increase the efficiency of programs; managed approximately incoming calls, organizational proposals, emails and the like daily from community stakeholders.
- Assessed program's effectiveness to recommend changes to content, policies, and procedures.
- Developed partnerships with community organizations to expand service offerings and resources.
- Oversaw budgeting and resource allocation to ensure optimal program delivery and sustainability.
- Implemented data-driven decision-making processes to optimize program impact on youth development.
Customer Care Supervisor
Charter Communications- Spectrum
09.2019 - 05.2020
- Taught customer service team members how to handle routine and complex calls.
- Kept consistent standards by implementing and enforcing effective call management and customer engagement strategies.
- Managed administrative operations of 13-20 Tech Advisors in a call center environment with 300+ customer service professionals.
- Boosted customer satisfaction rating to 96% by improving complaint management strategies.
- Recaptured brand loyalty and resolved conflicts with effective handling of escalated issues.
- Elevated team performance through effective training, mentoring and motivational strategies.
- Balanced staff workloads against customer demands, adjusting for different call volumes to maintain coverage.
- Inspired diverse workgroup to build customer and company loyalty.
Customer Service Supervisor
Conduit Global
12.2018 - 09.2019
- Supervised customer service agents and other staff on the best possible techniques and tactics for quality service, interacted with customers through phone, email, or letter, accountable for hiring and firing of employees as well.
- Prepared scripts for agents to use during phone calls, resolved an average of 100+ inquiries in any given week, collected feedback from callers on customer service experience, assessed and reviewed data and statistics, identified areas of improvement.
- Handled the issues pertaining to product exchanges and returns, trained agents on addressing challenging problems over the phone or through correspondence with patience and rationality and without compromising on corporate interests, consistently met performance benchmarks in each aspect (speed, accuracy, and volume).
- Pushed management on customer service-related initiatives, leveraged the knowledge of the use of social media to communicate with the customer regarding complaints or compliments.
Resolutions Desk Supervisor-Flight Attendant-Customer Service Supervisor
American Airlines-PSA Airlines, Legacy Us Airways
10.2014 - 12.2018
- Responsible for directing and supervising international reservations sales agents and other airline personnel in 5 call centers worldwide, contributed to problem-solving and supporting customers in their travel with the Airline, worked with the multifunctional teams to establish optimal customer service standards.
- Directed the functions related to customer services such as reauthorization of tickets, issuance of waivers, verification of fare for both international and domestic tariff departments, led the system overrides for various functions to provide passenger an exceptional traveling experience with the Airline, readily engaged in Front-line marketing of airline products and services.
- Focused on complete compliance with Federal Aviation Administration (F.A.A.) regulations and company policy, ensured cabin emergency equipment is available as minimum safety requirements, conducted aircraft evacuation, helped in providing necessary medical assistance, supported new line flight attendants about company policies and procedures.
- Participated in every crew briefing before each flight, retained and shared information regarding flight duration, adverse weather and/or traffic delays, or any other issues affecting planned routes.
Program Manager
Guilford County Schools- NARIOP
10.2009 - 09.2014
- Navigated partnerships by managing relationships, driving thorough communication and continued support.
- Environment, worked in the capacity of Parent-Student Advocate/Mentor/Community Services Liaison, supported by extending leadership and vision skills for the At-Risk Youth of Guilford County Schools.
- Created and enforced standard policy and procedures to maintain consistency of existing applications.
- Led initiatives to improve advocacy, service coordination, and comprehensive planning for youth support services with the Triad community to provide long-term assistance responded efficiently and promptly to severe mental health and behavioral problems cases.
- Collected and compiled information from families and social services agencies to develop effective treatment plans.
- Performed outreach, advocacy, and rehabilitative services for regular cases as well as for crisis intervention.
- Contributed to and supported execution of strategic directions and annual priorities.
- Addressed business risks through assessments and mitigation strategies.
- Coordinated cross-departmental collaboration for effective resource allocation and strategic planning.
Operations Manager
Safe Haven Family Services, Inc
02.2005 - 10.2009
- Coordinated operations activities successfully to uphold the successful implementation of professional clinical services and health care results.
- Employed conflict management techniques to optimize customer satisfaction and retention.
- Communicated clear objectives and implemented hands-on strategies resulting in peak performance.
- Organized resources, supplies and teams to meet operational demand and core metrics.
- Use problem-solving abilities to anticipate and troubleshoot issues threatening to disrupt operations.
- Reviewed operations regularly to identify and capitalize on opportunities to eliminate waste.
- Managed customer experiences with a close eye on team interactions, touchpoints, and methods of engagement.
- Established departmental policies and goals in conjunction with board members and organization officials.
- Streamlined operational processes, enhancing efficiency and reducing turnaround times.
- Managed vendor relationships, negotiating contracts to secure favorable terms and conditions.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Vice President
Project Homestead, Inc
07.1999 - 03.2005
- Managed executive-level support staff and tracked workflow to maintain productivity.
- Forecasted short-term and long-term goals through successful financial planning.
- Maximized team performance with satisfied staff and quality-driven mindset.
- Collaborated with stakeholders in support of vision and organizational goals.
- Identified and informed team regarding opportunities and risks impacting business performance.
- Oversaw successful business development strategies to bring in substantial new revenue.
- Reduced company expenses by renegotiating several key contracts.
- Raised brand awareness by launching and promoting products.
- Boosted company profile through media interviews, conferences, and public speeches.
- Developed and implemented policies to streamline operations and improve service delivery.
- Fostered partnerships with local agencies to expand resource availability for underserved populations.
Education
Bachelor of Arts - Liberal Arts And Sciences- Communications
North Carolina A&T State University
Greensboro, NC05.2018
Master of Arts - Interdisciplinary Studies/ BUS MGT/ Theology
Liberty University
Lynchburg, VA05.2021
Ph.D. - Pastoral Counseling
Liberty University
Virginia05-2028
Skills
Meeting leadership
Media relations
Corporate governance
Organizational leadership
Stakeholder relations
Strategic visioning
Financial acumen
Process improvements
Budget management
Board governance
Staff development
Procedural improvements
Certification
- HIPAA Certification, Guilford Technical Community College, 2010
- Community and Health Service Navigation (CHHSN), Guilford County Schools-NARIOP, 2011
- Basic Life Support (BLS), 2023
- License and Ordination- Pastoral Ministry, New Light Missionary Baptist Church- Apex School of Theology, 2013
Timeline
Inflight Associate/Senior Flight Attendant
Republic Airways
06.2025 - Current
Chairman, Executive Director
Live Life Whole, Inc.
05.2024 - Current
Senior Pastor
First Missionary Baptist Church
01.2021 - 11.2024
JustLead Program Director
Emerald Youth Foundation
05.2020 - 03.2021
Customer Care Supervisor
Charter Communications- Spectrum
09.2019 - 05.2020
Customer Service Supervisor
Conduit Global
12.2018 - 09.2019
Director of Sales and Marketing
TYM-2 Fresh Green Organic, Inc
12.2016 - 01.2022
Resolutions Desk Supervisor-Flight Attendant-Customer Service Supervisor
American Airlines-PSA Airlines, Legacy Us Airways
10.2014 - 12.2018
Program Manager
Guilford County Schools- NARIOP
10.2009 - 09.2014
Operations Manager
Safe Haven Family Services, Inc
02.2005 - 10.2009
Vice President
Project Homestead, Inc
07.1999 - 03.2005
Bachelor of Arts - Liberal Arts And Sciences- Communications
North Carolina A&T State University
Master of Arts - Interdisciplinary Studies/ BUS MGT/ Theology
Liberty University
Ph.D. - Pastoral Counseling
Liberty University