Felicity Storm
Wilkinson,IN
Summary
Knowledgeable professional with proven ability to oversee multiple locations and ensure efficient operations. Adept at driving operational improvements and fostering team productivity, resulting in enhanced performance and customer satisfaction. Demonstrated excellence in leadership and problem-solving, consistently maintaining high standards and achieving organizational goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Area Supervisor
ResCare
04.2024 - 08.2024
- Responsible for overseeing site supervision of multiple Medicaid waiver homes.
- Reduced employee turnover by fostering positive work environment and providing opportunities for professional growth.
- Oversaw daily operations to ensure adherence to company policies and procedures, maintaining consistency across all locations.
- Conducted routine inspections to check quality and compliance with established specifications.
- Maintained open lines of communication between management and staff, facilitating teamwork and collaboration towards shared goals.
- Collaborated with HR department for recruitment, selection, and onboarding of new employees, resulting in formation of high-performing teams.
- Managed budgets and resources to ensure optimal allocation of funds, maximizing operational success.
- Conducted regular training sessions for new hires, ensuring consistent level of service across all locations.
Family Case Manager
Department of Child Services- State of Indiana
09.2023 - 03.2024
- Ensured accurate documentation of case progress by maintaining detailed records and submitting timely reports to supervisors.
- Educated families on relevant policies and procedures to enhance understanding of the case management process.
- Expedited permanency for children in foster care by diligently working towards reunification or adoption, as appropriate.
- Enhanced family well-being by conducting comprehensive assessments and developing individualized case plans.
- Collaborated with interdisciplinary teams, sharing vital information to ensure holistic support for families in need.
- Improved child safety by closely monitoring at-risk families and providing timely interventions when necessary.
- Utilized excellent time management skills to effectively juggle multiple cases concurrently while consistently meeting deadlines.
- Evaluate child welfare concerns by conducting thorough home visits.
- Developed trusting relationships with clients through empathetic listening, non-judgmental support, and consistent follow-up on their progress.
- Provided crisis intervention and support during emergencies, prioritizing client safety and well-being above all else.
- Promoted family stability by connecting clients with appropriate community resources and services.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Monitored program performance and outcomes for successful delivery of services.
Guardian Ad Litem/Staff Advocate
ECI CASA- Madison County
10.2020 - 08.2023
- Collaborated with professionals from various disciplines to develop comprehensive recommendations for each child's wellbeing.
- Improved case outcomes by conducting thorough investigations and presenting comprehensive reports to the court.
- Streamlined documentation processes by implementing organized systems for tracking case progress and updating records as needed.
- Negotiated effectively on behalf of children during mediation sessions, working towards mutually beneficial resolutions whenever possible.
- Demonstrated commitment to cultural competency, considering diverse backgrounds when making recommendations for children's care.
- Developed strong rapport with children through consistent communication, active listening, and genuine empathy for their experiences.
- Provided timely updates to the court regarding significant developments in cases, ensuring that all parties remained informed of pertinent details.
- Maintained confidentiality while handling sensitive information, upholding ethical standards throughout the decision-making process.
- Upheld strict ethical standards when making decisions, ensuring that children's best interests remained the primary focus at all times.
- Intervened in crisis situations to obtain support for clients and reduce escalation or recurrence risks.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
- Managed sensitive cases with discretion, protecting client confidentiality and trust.
- Represented clients in court effectively, achieving positive outcomes through persuasive oral arguments and thorough preparation.
- Conducted comprehensive legal research to support case strategy and contributed to significant legal victories.
- Answered telephone and coordinated meetings and conferences.
- Prepared interrogatories, requests for admissions, requests for production of documents and requests for examination or inspection.
- Created interrogatory documents and requests for admissions, document productions, examinations and inspections.
Welcome Center Representative- Lead
City of Indianapolis
10.2017 - 05.2021
- Organized special events and activities for guests, promoting community engagement and fostering repeat visits.
- Assisted in development of promotional materials to attract new visitors to Welcome Center.
- Developed training materials for new hires, ensuring excellent customer service from all staff members.
- Updated daily records with visitor numbers, messages, and other trackable details.
- Greeted each guest warmly upon arrival at Welcome Center, setting positive tones for their visit.
- Maintained up-to-date knowledge of local events, accommodations, and transportation options for accurate recommendations.
- Managed inventory levels of brochures and maps to ensure consistent availability of resources for guests.
- Directed individuals to desired locations and offered relevant details such as operations hours and transportation options.
- Streamlined visitor check-in process for increased efficiency and reduced wait times.
- Enhanced guest experience by providing personalized information and assistance on local attractions and services.
- Provided incoming visitors and guests with friendly and knowledgeable service.
- Contributed to a positive work environment, collaborating with team members to address guest concerns promptly.
Department Manager
McDonalds
04.2007 - 09.2017
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Led a team of professionals to consistently achieve or exceed performance targets.
- Assisted in talent acquisition efforts, hiring top candidates to strengthen the department's capabilities.
- Implemented quality control measures that resulted in improved products or services within the department offerings.
- Analyzed sales data to identify opportunities for growth and areas for improvement, informing strategic direction.
- Implemented customer feedback mechanisms, leading to significant improvements in product offerings and service quality.
- Initiated sustainability program, reducing waste and promoting environmentally friendly practices within department.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
Associate of Applied Science - Paralegal Studies
Ivy Tech Community College
Indianapolis05.2020
Technical Certificate in General Education Transfer Core -
Ivy Tech Community College- Indianapolis
12.2019
Skills
- Team Management
- Task Delegation
- Multi-unit management
- Employee Management
- Operational Efficiency
- Inventory Control
- Quality Control
- Program Leadership
- Project Planning
- Supply Chain Management
- Safety Management
- Documentation skills
- Risk Management
- Critical Thinking
- Leadership Development
- Multitasking and Prioritizing
Hobbies and Interests
Literature, hiking, sewing, crafts, spending time with family and community involvement.
Volunteerroles
- 2010-2011 St Johns Ambulance
- 2016-2018 Girl Scout Troup Leader
- 2020 CASA Volunteer
- 2016-2020 School PTO/A Volunteer
Certification
- Human Resources Management Supervision, ManageFirst April 2014
- Purchasing 2.0, Manage First March 2014
- Controlling Foodservice Costs 2.0, ManageFirst February 2014
- Department Manager Capstone, March 2014
- CPR and First Aid, American Red Cross, July 2024
- First Response Emergency Care Level 3, Level 3, September 2011
Timeline
Area Supervisor
ResCare
04.2024 - 08.2024
Family Case Manager
Department of Child Services- State of Indiana
09.2023 - 03.2024
Guardian Ad Litem/Staff Advocate
ECI CASA- Madison County
10.2020 - 08.2023
Welcome Center Representative- Lead
City of Indianapolis
10.2017 - 05.2021
Department Manager
McDonalds
04.2007 - 09.2017
Technical Certificate in General Education Transfer Core -
Ivy Tech Community College- Indianapolis
Associate of Applied Science - Paralegal Studies
Ivy Tech Community College
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