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
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
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
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
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
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
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