Willie McLaurin
Nolensville,TN
Summary
A diligent and dynamic leader with over 15 years of experience in management. Innovator that possesses excellent problem-solving skills and produces high-quality results. A lifelong learner that leverages strengths to add value. A proven leader that prioritizes the organization’s mission. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Interim President and CEO
Southern Baptist Convention
Nashville, TN
02.2022 - 08.2023
- Cultivated strong relationships with 41 direct external partners and 47,000 indirect partners to foster collaboration and maximize resources.
- Supervise all fiscal and administrative activities including accounting for, managing & distributing $200 Million Annually
- Represented organization at industry conferences and events nationally and globally
- Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
Vice President for Relations & Mobilization
Southern Baptist Convention
Nashville, TN
01.2020 - 01.2022
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Represented organization at industry conferences and events.
Special Assistant to the President
Tennessee Baptist Mission Board
Franklin, TN
04.2005 - 12.2019
- Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives.
- Drove short-term and advanced promotional initiatives and planning processes.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
Applications Support Analyst
Healthcare Management Systems
Franklin, TN
01.2000 - 03.2005
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Created user accounts and managed access control.
- Supported users with software, hardware and network issues.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Customer Support Helpdesk Supervisor
WebMD
Nashville, TN
03.1998 - 12.1999
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Recognized escalation needs and connected customers with advanced support staff.
- Troubleshot problems with software, hardware and networking for users.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Researched and identified solutions to technical problems.
- Generated reports to track performance and analyze trends.
- Assisted team members in resolving customer satisfaction issues.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
Skills
- Event Planning
- Set Organizational Policies
- Judgment and Decision-Making
- Organizational Leadership
- Contract Administration
- Budget Management
- Operational Excellence
- Executive Performance Management
- Strategic Planning
- Charitable Donations
- Strategic Partnership
- Consulting
- Management of Personnel Resources
- Business Development
- Microsoft SharePoint
Timeline
Interim President and CEO
Southern Baptist Convention
02.2022 - 08.2023
Vice President for Relations & Mobilization
Southern Baptist Convention
01.2020 - 01.2022
Special Assistant to the President
Tennessee Baptist Mission Board
04.2005 - 12.2019
Applications Support Analyst
Healthcare Management Systems
01.2000 - 03.2005
Customer Support Helpdesk Supervisor
WebMD
03.1998 - 12.1999
Bachelor of Science - Cultural Engagement
Liberty University
Education
Bachelor of Science - Cultural Engagement
Liberty University
Lynchburg, VA12.2024
Book's Written
The Winning Way
Very Important Purpose