HEAVEN LEIGH BENNETT
Ann Arbor
Summary
Attentive, results-driven professional with a proven ability to cultivate best practices that align with organizational and regulatory standards. Known for a detail-oriented approach, strong work ethic, and commitment to achieving high-quality outcomes. Brings expertise in building productive client relationships, optimizing internal processes, and supporting team success through clear communication and collaboration.
Dedicated and adaptable, with a proactive mindset and a reputation for learning quickly in dynamic environments. Skilled in aligning individual contributions with company goals while maintaining focus on compliance, customer satisfaction, and team development. Passionate about continuous learning, professional growth, and driving value across operations, service, and strategy.
Overview
13
13
years of professional experience
Work History
Freelance Consultant - Strategy, Administrative Operations, Communications & Compliance
Freelance Consultant
01.2019 - Current
- Designed standard operating procedures, onboarding systems, and compliance workflows for small businesses and healthcare clients, ensuring accuracy and efficiency.
- Drafted policies, legal-style documentation, and communication templates, strengthening client operations and record-keeping.
- Provided grant research, proposal support, and technical writing services, applying advanced written communication skills.
- Delivered training guides and checklists to improve staff adherence to compliance and administrative processes.
- Assisted clients in records management, scheduling support, and system organization, aligning with regulatory and operational standards.
- Developed audience-focused messaging, product analysis, and data-driven communication strategies as an Amazon Influencer, applying marketing, research, and organizational skills that are universal across industries.
- Coordinated with international clients in countries including China and Canada, managing business partnerships across multiple time zones with precision and consistency.
- Balanced consulting projects with professional development, completing refresher certifications in Legal Studies, Principles of Human Communication, HIPAA Compliance, Leadership, Crisis Communication, and Emergency Response Preparedness to expand subject-matter expertise.
Staffing Manager
Advantage Home Health Care
09.2018 - 07.2019
- Directed corporate-level staffing operations for 25+ client accounts across multiple regions, reporting directly to executive leadership and the CEO, and president.
- Managed Medicaid billing, compliance trainings, client/patient documentation, and staff scheduling for daily, hourly, and 24-hour care cases.
- Coordinated and led hiring events, onboarding, and credentialing, personally guiding new hires through each step of the process.
- Administered and read TB tests and assisted with health compliance requirements.
- Conducted team meetings with executives, handled staff call-offs, coaching, disciplinary actions, pay raise requests, and complaint resolution.
- Maintained responsibility for own caseload while also supporting scheduling for 50+ additional corporate office clients as needed.
- Served in on-call rotation every 4-6 weeks, managing urgent staffing and operational issues-including working independently in the corporate office on Saturdays.
- Recognized as one of only three corporate staffing managers company-wide for excellence in increasing profits; honored at a leadership dinner hosted by the owner.
Benefits Processing Specialist (Eligibility Specialist)
Conduent
04.2016 - 08.2018
- Company Overview: State of Indiana Contract
- Processed 70-120 Medicaid, and SNAP, applications daily, consistently maintaining top-tier accuracy and compliance.
- Supported Supervisor Callbacks to resolve issues that required immediate assistance and action.
- Frequently assigned complex and escalated cases to resolve for supervisors, ensuring accuracy before client callbacks.
- Supported supervisors by answering questions for rookie, junior, and senior staff when leadership was busy or out of office.
- Coordinated morale-boosting initiatives and contributed to staff retention efforts by fostering a collaborative work environment.
- Participated in team meetings and productivity discussions, offering input on workflow improvements and issue resolution.
- Recognized as a top-performing application specialist in the office for both metrics and quality assurance scores.
- Trained inexperienced staff on system navigation, eligibility processes, and compliance standards.
- State of Indiana Contract
Correctional Officer
New Castle Correctional Facility
New Castle
05.2015 - 04.2016
- Supervised inmate activities, daily movement, and housing security in a high-stakes correctional environment.
- Responded to real-life emergencies, including a suicide attempt, and de-escalated violent conflicts among inmates to protect staff and offenders.
- Conducted female officer pat-downs for female inmates, visitors, and occasionally administrative staff and high-ranking officials as needed.
- Performed inmate write-ups, enforced facility rules, and coordinated transfers to segregation units.
- Assisted with hands-on training for new correctional officer trainees, ensuring knowledge of compliance, safety, and legal duties.
- Completed extensive paper and field exams covering legal understanding of laws, compliance, and job duties, consistently scoring 98-100% on weapons, tactical, and crisis response testing.
- Collaborated with counselors, internal investigations, sergeants, and the chief of security; trusted to remain privy to sensitive investigations.
- Cross-trained in multiple units during overtime and draft days, demonstrating adaptability and reliability.
- Strengthened documentation, legal reporting, and investigative support skills directly applicable to court operations.
Senior Support Associate
ResCare
Fort Wayne
06.2012 - 05.2015
- Company Overview: Fort Wayne, IN
- Supervised direct care staff, managed scheduling, budgeting, and compliance documentation for medication administration and behavioral support programs.
- Organized and co-facilitated training, delivering hands-on guidance on responsibilities including medication administration, financial handling, and compliance protocols.
- Assisted in developing behavioral plans and facilitated daily living support for clients with varying care needs.
- Designed checklists and workflows to ensure precise completion of duties, enhancing accountability and audit readiness.
- Delivered daily support to 6-8 adults with mental and physical disabilities, prioritizing safety, dignity, and individualized care.
- Coordinated crisis responses, including intervening in a critical medical emergency confirmed by physicians to have prevented fatality.
- Routinely responded to behavioral crises, implementing de-escalation techniques to maintain a secure environment.
- Provided coverage at additional residential sites, serving as manager-on-call and exercising independent judgement in decision-making.
- Ensured staff adherence to training standards, attendance policies, work expectations, and documentation requirements.
- Facilitated client participation in Special Olympics and community engagement initiatives, fostering inclusion and enhanced quality of life.
- Completed incident reports and maintained documentation for compliance reviews and investigations.
- Promoted a positive atmosphere among staff and clients, contributing to improved morale and overall team performance.
- Fort Wayne, IN
Education
Health & Wellness Administration
University of Phoenix
09.2014 - 01/2016
Diploma -
Yorktown High School
MuncieSkills
- Team Leadership & Staff Development – Trains, mentors, and supports team members to improve performance, accountability, and morale
- Operations & Workflow Optimization – Designs and implements efficient SOPs and systems to improve daily operations and cross-functional collaboration
- Project & Program Management – Leads initiatives from planning to completion, managing schedules, deliverables, and stakeholder expectations
- Compliance & Risk Management – Ensures operational practices meet HIPAA, NDA, Medicaid, and organizational policy standards
- Client & Stakeholder Relations – Builds trust and communication with internal and external stakeholders, ensuring service alignment and satisfaction
- Crisis Management & Problem-Solving – Responds to high-pressure situations with calm, solutions-focused thinking and decision-making
- Administrative & Technical Proficiency – Skilled in Microsoft Office Suite, Google Workspace, 10-key typing (55–60 WPM), file management, and reporting
- Time & Priority Management – Balances multiple priorities, deadlines, and team needs in fast-paced, dynamic environments
- Training & Onboarding – Develops and delivers orientation, onboarding, and team readiness programs aligned with organizational standards
- Budget Oversight & Resource Allocation – Tracks costs, supports financial efficiency, and aligns spending with operational goals
- Customer Service & Conflict Resolution – Delivers empathetic, solutions-oriented service across diverse client populations
- Cultural Competence & Inclusive Communication – Adapts communication and leadership style to support diverse, multilingual, and neurodiverse teams
Websites
References
- Shannon Dalton, Supervisor, Advantage Home Care
- Stephanie Ryle, Operations Manager, Conduent
Certifications And Development
- Diploma in Legal Studies, Alison, 2025
- Principles of Human Communication Certification, Saylor Academy, 2025
- HIPAA Compliance: A Complete Guide, Alison, 2025
- Crisis Communication, Saylor Academy, 2025
- IS-907 Active Shooter: What You Can Do, FEMA, 2025
- Correctional Officer Training Academy, Indiana Department of Correction - Correctional Training Institute (New Castle, IN), 2015, Correctional Officer Pre-Service Certification (144+ hours), Field Training Officer Practicum (4 weeks on-the-job training), First Aid, CPR, and AED Certification, Personal Protection & Defensive Tactics Certification, PREA (Prison Rape Elimination Act) Training & Annual Compliance, Cultural Diversity & Bias Awareness Certification, Security & Emergency Response Training, Weapons & Use of Force Safety Training, Conflict Resolution & De-Escalation Techniques, Hazardous Materials Handling (Basic), Report Writing & Documentation Standards, Weapons & Tactical Proficiency Exams - Scored 98-100% (2015)
Timeline
Freelance Consultant - Strategy, Administrative Operations, Communications & Compliance
Freelance Consultant
01.2019 - Current
Staffing Manager
Advantage Home Health Care
09.2018 - 07.2019
Benefits Processing Specialist (Eligibility Specialist)
Conduent
04.2016 - 08.2018
Correctional Officer
New Castle Correctional Facility
05.2015 - 04.2016
Health & Wellness Administration
University of Phoenix
09.2014 - 01/2016
Senior Support Associate
ResCare
06.2012 - 05.2015
Diploma -
Yorktown High School