Ensures exceptional client experiences and smooth operational workflows by responding promptly and professionally to customer inquiries via phone, email, and in person, as well as managing order processes end-to-end by writing, entering, and tracking orders to ensure timely deliveries. Collaborates closely with cross-functional teams, including sales, purchasing, and shipping, to maintain seamless communication and execution. Proactively engages with clients to address questions, concerns, and complaints while offering tailored solutions aligned with company policies. Supports in-house sales efforts by cultivating relationships with walk-in clients and promoting product knowledge and assists in warehouse operations by conducting cycle counts to maintain inventory accuracy.

Preach sermons on Sunday mornings when the senior pastor is unavailable; coordinate with staff on church activities, both for Sunday services and throughout the week; lead the counting team to ensure accountability and proper handling of offerings; design, write and publish weekly church newsletter; counsel individual church members as needed.

Advanced from a part-time freelance writer to editor-in-chief, exercising ultimate authority for all material published by Liftable Media Inc; set tone, direction and policies for every section of multiple publications; hired, evaluated and coached staff and leadership in accordance with the company’s core values, mission, and vision; set and managed strategy and budgets; led the transition of popular news and commentary blogs into a large and influential online publisher, including taking the flagship publication from a "red x" rating from NewsGuard to a "green check" in 12 months and then to a perfect score of 100 the following year; addressed reader feedback.

Part-time side hustle / profitable hobby for years until my full-time hiring by one of my freelance clients in 2017.Co-founded new online publication and oversaw all areas of production including web design and content; analyzed and researched novels and wrote critical synopses for publication; made significant academic discoveries through online and library research; wrote and published original articles, historical research, and poetry; presented original seminars on writing and teaching writing at ACSI convention (Greensboro, 2005); served as editor and beta reader for multiple works of non-fiction, fiction, and poetry prior to publication

Developed and published new efficiency and customer satisfaction metrics to drive ownership of the customer and consumer experience throughout the organization; Wrote internal "press releases" to market department successes; Wrote and edited departmental and company-wide policies and procedures, including portions of the Employee Handbook (such as the office dress code); Analyzed workflows and processes in order to create, improve, and maintain SOP's and other technical documentation; Drafted and edited print and online marketing copy; Restructured diverse 23-person department away from task-focus toward value-stream and customer-perceived value propositions; Implemented robust succession planning and coaching to speed internal transitions; Managed the accurate and timely entry of 4,700+ purchase orders and handling of 5,000+ customer and consumer contacts monthly in a combined B2B and B2C data and contact center; Provided key leadership on 12-month Leadership Initiative Project aimed at developing and then improving metrics for employee engagement; Piloted internal cross-functional internship program to foster personnel development; Provided key customer service and sales support functions for $200M hardware business across various channels and product categories

Transformed underperforming channel into the company's fastest-growing sales division with year-over-year growth of over 90% by managing and directing the sales efforts for all eCommerce and B2C accounts in the U.S. and Canada; directly and indirectly managed cross-functional team of sales, marketing, finance, distribution, and customer service professionals; dis-intermediated supply chains to improve both consumer pricing and company profitability; penetrated dozens of profitable B2B accounts including customers in previously untouched channels (including mid-range department store, office supply, and RMO retailers) and geographies (Canada); championed creative marketing initiatives in partnership with major accounts in the Internet and eCommerce space; prospected top Internet retailers to form lasting and mutually-beneficial B2B relationships

Reduced data entry payroll by 20% through zero-cost outsourcing initiative; re-designed manual order entry processes to increase efficiency by 80% and reduce overtime by 75%; initiated data entry audit process that decreased order error rate by 67%; served as team lead to implement major software upgrade for greatly enhanced data integrity; reduced workload and order processing time by 15% for $115 million dollar account by redesigning EDI processes; automated special order process for second-largest customer; improved demand forecast accuracy by speeding systemic visibility of program orders; enhanced service levels by driving departmental culture change from exceptions management paradigm to process-driven model; drove bottom-line profitability and ROI increases through re-designed liquidation / overstock sales order processing; reduced risk through close coordination with Internal Audit department to ensure full compliance with Sarbanes-Oxley and other measures of business ethics; designed and delivered original training programs addressing system upgrades, process improvements, and other cross-functional processes.As Functional Information Systems Manager and Business Process Improvement Champion, evaluated business needs to identify potential process improvement projects assuring alignment with Liberty’s business strategy. Identified and tracked company-wide Continuous Improvement projects; assisted functional areas in identifying key metrics and tracking savings throughout the process cycle, developed and led training classes in new processes and CI concepts, managed Product Data Management team, managed/tracked 10 projects to completion for a total annualized savings of almost $1.4 million while monitoring an additional 19 projects, planned and coordinated company-wide CIrcus celebration event, assisted with enterprise software implementation projects

Conceptualized the overall goals of private high school; ensured compatibility of high school program with legal, financial, and organizational structure of entire school; provided instructional, developmental, curriculum, and technology leadership to faculty and staff; defined responsibilities and accountability of staff members; developed and implemented plans for interpreting school program to community; implemented procedures and schedules relative to total school program; managed, directed, and maintained records on materials and equipment necessary to carry out daily school routine, involving staff in determining supply priorities; developed and delivered original curriculum in Rhetoric, Literature, Philosophy, Composition, History, Hermeneutics, etc.Simultaneously developed and delivered "Christian Classics and Composition" course at Berkshire Christian College (www.berkshire.edu).

Established and communicated clear objectives for all lessons, units, and projects in English, Bible, History, Rhetoric, and electives for grades 6-12; developed and enhanced curricula for several new and established honors and advanced placement level courses; oversaw committee for development of literature lists; researched and developed “Philosophy of Literature” for the school; maintained accurate and complete student records as required by law, policy, or parental request; conferred with families regarding progress toward educational objectives

Negotiated, wrote, reviewed, and revised contracts and other settlement documents with customers and their representatives; coordinated with internal and external legal counsel regarding compliance, documentation, policies, procedures, risk assessment, and claims; represented company in dispute resolution at the lowest level practicable; worked with individuals and multidisciplinary groups to develop new proposals; assisted with budget development and formatting of proposals to meet company requirements and guidelines; responded to BBB and governmental complaints and inquiries; assisted in litigation to settle disputes by supporting pleadings with all necessary information; analyzed claims for evidence of weakness in company policy or procedure; developed and implemented new processes for essential functions; established and managed all functions of national customer service call center; developed and implemented training for consumer relations specialists; founded executive-level Business Practices Oversight Team in coordination with sales, human resources, internal audit, and other interested departments

Managed all operational aspects of a mall store location, including internal communication, bookkeeping, human resources, and payroll; significantly improved return on investment by reducing stocking levels and negotiating returns with vendors such that the store returned the highest sales per square foot in the 11-store chain; made most of the buying decisions for a million-dollar sales location; responded to all customer inquiries and complaints, including special orders; developed and delivered original training program for new associates; interviewed, hired, trained, and coached highly diverse staff of 10 to 12 associates.

Honorably Discharged at rank of CorporalArmy Commendation Medal, 1989NCOIC, 8th POB(A) DPC8th POB(A), 4th POG(A), 1st Special Operations CommandResponsible for the analysis, development and distribution of intelligence used for information and psychological effect. Researched and analyzed methods of influencing populations of various cultures (primarily Russian, Afghani, and Pakistani) from a variety of information sources; wrote, analyzed, and tested a wide variety of propaganda types; operated and maintained equipment such as ground tactical vehicles and shelter systems, loudspeaker systems, computers, analog and digital recording and playback devices, and communication systems; received and maintained "Expert" qualification with rifle, grenade, and bayonet; received Army Commendation Medal and lateral promotion to Corporal for re-structuring and managing the battalion's classified document processing center; represented unit on battalion cross country team.