Gabrielle R. Conley
Ward Transitional Services
Pembroke,VA
14
years of professional experience
Dedicated and compassionate professional with over 18 years of progressive experience spanning case management, human services, administration, leadership, education, healthcare, customer service, and technical support. Proven ability to coordinate complex services, manage high-volume caseloads, supervise and support staff, maintain confidential documentation, and foster collaborative relationships with clients, families, and multidisciplinary teams. Recognized for exceptional communication, organization, problem-solving, and adaptability, with a strong commitment to delivering person-centered services and improving outcomes for the individuals and communities served.
Work History
Service Facilitator
1 Year 8 Months- Managed a caseload of approximately 50-60 individuals receiving Medicaid Waiver services.
- Coordinated person-centered services for individuals throughout Giles, Montgomery, and Radford counties.
- Conducted comprehensive assessments to determine client needs and identify barriers to independent living.
- Coordinated services with behavioral health providers, Medicaid, Medicare, Department of Social Services, New River Valley Community Services, community agencies and families.
- Conducted routine home and community visits to monitor client progress and assess ongoing needs.
- Assisted individuals and families in accessing community resources, benefits, housing, transportation, and medical services.
- Maintained accurate electronic documentation while ensuring HIPAA compliance and confidentiality.
- Prepared assessments, reports, case notes, and other required documentation.
- Ensured compliance with Medicaid Waiver regulations, agency policies, and state requirements.
- Advocated for clients while promoting independence, self-determination, and quality of life.
Office Assistant
1 Year 3 Months- Served as the primary point of contact for tenants, vendors, prospective residents, and visitors.
- Answered and directed calls using a multi-line phone system while providing outstanding customer service.
- Scheduled appointments and coordinated daily office operations.
- Prepared correspondence, and reports.
- Maintained confidential tenant files and organized office records.
- Collected rent payments and assisted with administrative accounting tasks.
- Supported property managers with daily office operations and special projects.
- Maintained a professional, organized, and welcoming office environment.
Assistant Director / Lead Teacher
2 Years 7 Months- Assisted with overseeing the daily operations of a licensed childcare facility.
- Supervised teachers, assistants, and support staff.
- Assisted with hiring, scheduling, training, and employee support.
- Ensured compliance with Virginia childcare licensing regulations and safety standards.
- Managed enrollment records, attendance, tuition payments, and weekly deposits.
- Maintained confidential student records and licensing documentation.
- Resolved parent concerns while building positive relationships with families.
- Planned engaging educational activities that promoted children’s cognitive, social, emotional, and physical development.
- Maintained classroom ratios and ensured child safety standards were consistently met.
- Assisted the Director with administrative responsibilities and daily center operations.
- Fostered a positive, nurturing learning environment for children and staff.
Communications Specialist
3 Years 4 Months- Managed high-volume incoming communications for the Veterinary Teaching Hospital.
- Operated a multi-line switchboard while routing emergency and routine communications.
- Utilized hospital paging systems to communicate with veterinarians, clinicians, faculty, and students.
- Prepared emergency on-call schedules and communication rosters.
- Assisted clients during stressful and emergency situations with professionalism and empathy.
- Maintained confidentiality while handling sensitive information.
- Demonstrated exceptional multitasking skills within a fast-paced medical environment.
- Delivered outstanding customer service to clients, students, faculty, and hospital staff.
Technical Support Representative
- Provided technical support for satellite television equipment and services.
- Diagnosed service issues and guided customers through troubleshooting procedures.
- Educated customers on equipment functionality and account services.
- Documented customer interactions and technical resolutions accurately.
- Met productivity and quality standards in a fast-paced call center environment.
- De-escalated challenging customer situations while maintaining professionalism and customer satisfaction.
Education
Associate of Applied Science - Human Services
Skills
Microsoft Word
Microsoft Excel
Microsoft Outlook
Microsoft Office Suite
Electronic Documentation Systems
Multi-Line Telephone Systems
Data Entry
Office Equipment
Electronic Record Management
Scheduling Software
PROFESSIONAL STRENGTHS
- Compassionate Leadership
- Client Advocacy
- Administrative Excellence
- Relationship Building
- Critical Thinking
- Organization
- Communication
- Dependability
- Professionalism
- Adaptability
- Team Collaboration
- Attention to Detail
CORE COMPETENCIES
- Case Management
- Human Services
- Client Advocacy
- Administrative Support
- Office Management
- Leadership & Staff Supervision
- Customer Service Excellence
- Medicaid Waiver Services
- HIPAA Compliance
- Documentation & Recordkeeping
- Microsoft Office Suite
- Scheduling & Calendar Management
- Community Resource Coordination
- Team Collaboration
- Conflict Resolution
- Problem Solving
- Data Entry
- Relationship Building
- Time Management
- Multitasking
PROFESSIONAL EXPERIENCE
01-2008
Timeline
Service Facilitator
Ward Transitional Services
01.2024 - 09.2025Read More
Office Assistant
Raines Property Management
10.2020 - 01.2022Read More
Assistant Director / Lead Teacher
The Imagination Station Preschool & Child Care Center
02.2018 - 09.2020Read More
Communications Specialist
Virginia-Maryland College of Veterinary Medicine
04.2011 - 08.2014Read More
New River Community College
Associate of Applied Science from Human Services
Read More
Technical Support Representative
DISH Network
Read More