ANGELA WALTERS
EVERETT,WA
Summary
Program and operations leader with 15+ years managing multi-site shelter services and 24/7 operations. Demonstrated skills in leadership, budgeting, procurement, and vendor and contract management. Community advocate for trauma-informed crisis de-escalation, gun violence prevention, and safe access priorities in Central District and South Seattle.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Operations Manager
Low Income Housing Institute
Seattle, Washington
07.2025 - Current
- Directed operations staff with guidance, training, and support to meet company objectives.
- Supervised daily workflow for employees to support productivity and quality standards.
- Supported daily operations across low-income housing communities and resident service programs.
- Facilitated resident move-ins, move-outs, and unit readiness for shelter sites to ensure smooth transitions.
- Inspected building conditions and helped arrange repairs with onsite staff and contractors.
- Evaluated safety concerns in housing locations to mitigate risks. and reinforced procedures across shelter and housing locations to enhance safety compliance.
- Maintained comprehensive records for operations, referrals, inspections, and service requests to support efficient management.
Operations Manager
Catholic Community Services
Seattle, Washington
02.2022 - 07.2025
- Managed daily operations by implementing short- and long-term plans tied to business and profitability goals.
- Guided and trained operations staff to align with company objectives, fostering a supportive environment for achieving team goals.
- Partnered with the management team on long-term strategic planning initiatives.
- Created SOPs to document workplace procedures and improve productivity through standardization.
- Coordinated cross-functional teams to support timely delivery of products and services.
- Supported daily operations across low-income housing communities and support services.
- Assessed building conditions and coordinated timely repairs with onsite staff and contractors to ensure safety and livability.
- Collaborated with residents, staff, and community partners to effectively resolve housing concerns and enhance community relations.
Service Manager
POCAAN
Seattle, Washington
02.2018 - 10.2022
- Managed client service operations for POCAAN community programs.
- Supervised staff schedules and daily service coverage.
- Trained team members on POCAAN service standards and procedures.
- Monitored case files for accuracy, privacy, and compliance.
- Organized reports, records, and program documentation for POCAAN.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Hired and trained service department staff to drive performance.
- Created employee work schedules to keep shifts properly staffed.
- Monitored service performance metrics to identify areas of improvement.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
Operations Supervisor
IHG Hotels & Resorts
Everett, Washington
03.2011 - 01.2018
- Supervised daily hotel operations in line with IHG Hotels & Resorts brand standards.
- Coordinated front desk, housekeeping, and maintenance teams for smooth guest service.
- Monitored guest requests and resolved service issues with prompt follow-up.
- Inspected rooms and public areas for cleanliness and readiness.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Identified areas of improvement and developed strategies to increase efficiency.
- Ensured compliance with all safety regulations in the workplace.
- Assisted in the hiring process by conducting interviews and making recommendations for new hires.
- Implemented cost-saving measures throughout the organization's operations.
- Conducted regular performance evaluations, providing feedback and development opportunities to staff.
- Coordinated maintenance and repair schedules for equipment, ensuring minimal downtime.
Education
Bachelor of Science - Human Services
Edmonds Community College
Lynnwood, WA05-2009
Associate of Applied Science - Social Services
Edmonds Community College
Lynnwood, WA03-2005
Skills
- Operations management
- Standard operating procedures
- Compliance tracking
- Safety inspections
- Facilities coordination
- Housing operations
- Work order coordination
- Vendor scheduling
- Quality audits
- Operations planning
- Vendor coordination
- Process improvement
- Staff scheduling
- Records management
- SOP development
- Interpersonal communication
- Performance monitoring
- Quality assurance and control
- Performance management
- Complex problems analysis
- Community outreach
- Service coordination
- Program administration
Certification
- Trauma-Informed Care Practice Certification
- NARCAN Training Certification
- First Aid Training Certificate
Timeline
Operations Manager
Low Income Housing Institute
07.2025 - Current
Operations Manager
Catholic Community Services
02.2022 - 07.2025
Service Manager
POCAAN
02.2018 - 10.2022
Operations Supervisor
IHG Hotels & Resorts
03.2011 - 01.2018
Bachelor of Science - Human Services
Edmonds Community College
Associate of Applied Science - Social Services
Edmonds Community College