Operations & Programs Leader with Client Focus

WILLINE KAMARA, MBA

Odenton, MD 301-***-**** *******.********@*****.*** LinkedIn: Available upon request

PROFESSIONAL SUMMARY

Customer-focused Operations & Program Manager with 10+ years of experience delivering client-facing services, operational excellence, and data-driven insights across nonprofit, faith-based, public sector, and financial services environments. Proven ability to manage high-volume operations, support diverse client populations, analyze performance data, and optimize workflows to improve service delivery, accuracy, and customer satisfaction. Highly skilled in CRM systems, stakeholder engagement, reporting, and cross-functional collaboration. Adept at translating data into actionable insights that drive informed decision-making and operational efficiency.

CORE SKILLS

Customer Service & Client-Facing Operations

Client Relationship Management (CRM), Customer Support, Stakeholder Engagement, Client Communications, Service Delivery, Issue Resolution, Client Retention, Account Support, Community & Member Engagement, Service-Level Agreements (SLAs)

Operations & Program Management

Operations Management, Program Operations, Workflow Optimization, Process Improvement, SOP Development, Resource Coordination, Risk Management, Vendor Management, Contract Oversight, Inventory & Fulfillment, Budget Tracking

Data Analytics & Reporting

Data Analysis, Performance Metrics, KPI Tracking, Trend Analysis, Forecasting, Reporting & Dashboards, Data Quality Assurance, Operational Reporting, Executive Reporting, Power BI, SQL

Systems, Tools & CRM Platforms

Microsoft Office 365, SharePoint, MS Teams, Zoom, Power BI, Jira, Smartsheet, Confluence, Database Management Systems, CRM Platforms, Document Management Systems

PROFESSIONAL EXPERIENCE

Church Administrator & Program Manager

First Baptist Church of Guilford – Columbia, MD

Aug 2024 – Present

Serve as the primary client-facing point of contact for congregants, ministry leaders, vendors, and community partners, delivering timely support and high-quality service experiences.

Oversee daily operations across 15+ ministries, ensuring seamless scheduling, logistics, and service delivery.

Manage vendor relationships, contracts, and service agreements, ensuring performance standards and cost efficiency.

Track inventory, outreach materials, and operational resources using structured systems to improve visibility and fulfillment accuracy.

Coordinate high-volume community outreach initiatives, ensuring timely delivery, accurate tracking, and positive client experiences.

Develop and maintain operational dashboards, reports, and tracking logs to support leadership decision-making.

Analyze participation and engagement data to identify trends, improve services, and enhance ministry effectiveness.

Program Manager

Robert Half / FSC First (CDFI – Finance & Lending) – Remote

2024 – Present

Managed client-facing program operations supporting financial services, compliance reporting, and data accuracy for multiple stakeholders.

Coordinated cross-functional teams to deliver services on time, mitigate risks, and meet client expectations.

Implemented standardized operational workflows and reporting processes, reducing compliance errors by 30%.

Analyzed operational and financial data to support leadership decisions and continuous improvement initiatives.

Monitored budgets, processed invoices, and tracked vendor performance to ensure alignment with program goals.

Technical Implementation Project Manager

Xerox (via Randstad) – Remote

2024

Led client-facing technology implementation projects, coordinating requirements, schedules, and deliverables across departments.

Ensured accurate data migration, validation, and reconciliation across enterprise systems.

Introduced workflow automation and reporting enhancements, reducing manual processing by 25%.

Program Manager

Baltimore-Washington Conference, United Methodist Church – Columbia, MD

2017 – 2024

Directed operations and client services for 600+ affiliated organizations, serving as a trusted partner and primary point of contact.

Managed membership databases, digital resources, inventory, and fulfillment processes.

Produced monthly and quarterly reports analyzing engagement, usage trends, and operational performance.

Collaborated with internal teams and external vendors to improve service delivery and operational outcomes.

Program Manager

National Council for Behavioral Health – Washington, DC

2015 – 2017

Supported national client-facing programs requiring accurate tracking, reporting, and compliance documentation.

Built strong relationships with partner organizations and analyzed engagement data to improve program effectiveness.

Delivered executive-level reports with actionable insights and performance metrics.

Business Analyst / Project Consultant

2010 – 2015

Provided data analysis, reporting automation, and process optimization support for nonprofit and financial clients.

Translated business requirements into operational and reporting solutions.

EDUCATION & CERTIFICATIONS

MBA, Business Administration, 2012 – Strayer University

Master of Human Resource Management, 2019 – Strayer University

Bachelor of Arts, History, 2008 – Stillman College

Project Management Professional (PMP) – In Progress

VALUE TO EMPLOYERS

Client-first mindset with strong communication and relationship management skills

Proven ability to analyze data and translate insights into operational improvements

Experienced in CRM, ATS-friendly formatting, and data-driven decision-making

Trusted partner for stakeholders, clients, and leadership across complex environments

Contact this candidate