Byron Gaines

People-centered leader with a blend of corporate customer service experience and senior-level ministry leadership. Proven ability to build teams, develop leaders, implement organizational structure, and create environments that drive engagement and growth. Passionate about developing others and contributing to mission-focused organizations.

Pastor | Associate Location Director | Guest Services Director | Small Groups Director | Next Steps Director - Rock City Church - Columbus, Ohio

(2021-01)

Lead and oversee ministry operations across multiple areas including guest services, small groups, and next steps engagement, creating systems that support growth and engagement.

• Directly lead 50+ volunteers while developing a structured leadership pipeline consisting of coordinators, team leaders, and team members to improve communication, accountability, and effectiveness.
• Built and developed a team of three coordinators responsible for overseeing volunteer teams, increasing leadership capacity and sustainability of ministry operations.
• Implemented multi-layer leadership structure from director level to coordinators to team leaders to volunteers, strengthening organizational clarity and leadership development pathways.
• Collaborate with executive and campus leadership to execute strategic initiatives and improve guest engagement and retention.

Customer Service Representative - Spectrum - Ohio

(2020-05 - 2021-08)

Served customers in a high-volume environment, resolving issues, building rapport, and identifying solutions while meeting performance expectations. Utilized CRM systems and supported retention and revenue goals.

Customer Service Representative - TCI - Texas

(2019-01 - 2020-12)

Assisted customers with credit services, payments, and account management while handling sensitive financial discussions professionally.

Inside Sales Technician - Drillers Services, Inc. - Virginia

(2017-01 - 2018-12)

Managed customer orders, logistics coordination, inventory organization, and delivery operations across multiple states.

Chapel Speaker - Union Mission Ministries

Provided encouragement and teaching to individuals experiencing homelessness, supporting community outreach and spiritual care.

Volunteer - Community Service Project

Participated in rebuilding efforts for a family impacted by domestic violence, demonstrating teamwork and service leadership.

Bachelor's Degree (Incomplete) - Ministry & Theology - West Coast Baptist College