Dana Kelly
Lawrenceville
Summary
Dynamic Residential Counselor with extensive experience in program coordination and team collaboration. Expertise in developing life skills programs and facilitating therapeutic sessions to promote emotional well-being. Committed to enhancing service delivery and client satisfaction.
Overview
20
20
years of professional experience
Work History
Residential Counselor
Jackson-Field Homes
Jarratt, VA
08.2023 - Current
- Coordinated program activities to ensure compliance with organizational standards and regulations.
- Developed and maintained program schedules, facilitating timely completion of project milestones.
- Organized training sessions for staff, enhancing team performance and service delivery quality.
- Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
- Monitored resident behavior, documenting changes to ensure timely interventions and adjustments.
- Provided support in daily living activities to enhance residents' independence and quality of life.
- Facilitated group therapy sessions to promote social skills and emotional well-being among residents.
- Developed programs focusing on life skills, fostering personal growth and self-sufficiency in residents.
Call Center Representative
UPS Freight
Richmond, VA
10.2017 - 04.2023
- Managed high-volume inbound and outbound calls, ensuring exceptional customer service and satisfaction.
- Resolved customer inquiries through effective communication, providing timely solutions and support.
- Utilized UPS Freight systems to track shipments, update order statuses, and manage logistics efficiently.
- Collaborated with team members to streamline processes, enhancing overall operational efficiency in the call center.
Counselor
Geo Group Inc
Lawrenceville, VA
10.2008 - 10.2016
- Facilitated individual and group counseling sessions to support client emotional and psychological development.
- Developed and implemented personalized treatment plans based on clients' needs and progress.
- Collaborated with multidisciplinary teams to coordinate care and ensure holistic support for clients.
- Monitored client behavior and progress, adjusting interventions as necessary to enhance outcomes.
Cashier
Hardee's Restaurant
Lawrenceville, VA
01.2006 - 10.2008
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balance at end of each shift.
- Assisted customers with menu selections and special requests.
- Ensured cleanliness and organization of front counter and dining area.
- Trained new staff on cashier procedures and customer service standards.
- Resolved customer complaints swiftly to enhance satisfaction levels.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Education
High School Diploma -
Brunswick High School
Lawrenceville, VA06-2006
Skills
- De-escalation techniques
- Client advocacy
- Boundaries establishment
- Supply replenishment
Timeline
Residential Counselor
Jackson-Field Homes
08.2023 - Current
Call Center Representative
UPS Freight
10.2017 - 04.2023
Counselor
Geo Group Inc
10.2008 - 10.2016
Cashier
Hardee's Restaurant
01.2006 - 10.2008
High School Diploma -
Brunswick High School