J'SHAWN WHITE

Katy,TX

Summary

People-centered operations leader with 10+ years of experience building teams, improving service flow, and supporting clients through trauma-informed, organized, and culturally responsive care. Known for turning fast-moving environments into structured programs where staff have direction and clients feel seen, safe, and supported. Leadership brand: Steady presence, clear systems, and people-first accountability.

Overview

years of professional experience

Work History

Drop-In Center Manager / Program Operations Manager

The Landing

08.2023 - Current

- Lead daily operations serving survivors of human trafficking, commercial sexual exploitation, and related trauma while balancing safety, compassion, and accountability.
- Coach case management, engagement, and program coordination staff through onboarding, one-on-one meetings, performance feedback, training, and team meetings.
- Build practical systems including intake flow, client orientation, staff expectations, safety processes, point-system tracking, and SOPs.
- Strengthen documentation quality through Salesforce case note review, reassessments, incident follow-up, root cause analysis, and sign-in/sign-out accuracy.
- Coordinate groups, basic need support, community partners, and engagement strategies that keep clients connected to care.
Director | Path of Progression Mental and Behavioral Services - Houston, TX
Developed and implemented strategies to enhance customer satisfaction and retention.
Managed staff recruitment, training, and performance evaluations to build a skilled team.
Analyzed operational workflows to identify inefficiencies and propose improvements.
Established partnerships with local businesses to increase program visibility and engagement.
Managed work and performance of more than 10 employees.

Director

Path of Progression Mental and Behavioral Services

02.2025 - 07.2025

- Helped lead operations for a mental health private practice by bringing structure to daily operations, staff workflow, scheduling, and client follow-up.
- Served as a reliable point of support between therapists, clients, and community partners to keep care organized, responsive, and client-centered.
- Supported intake coordination, managing expectations, referrals, follow-up, and resource connection for clients facing barriers to care.
- Improved internal communication and daily processes so staff could work more consistently and clients had a smoother service experience.
- Protected client dignity and trust by upholding confidentiality, ethical practice, and a trauma-informed approach.

Senior Sales Floor Team Leader

S&P Data, LLC

06.2016 - 01.2022

- Advanced from Inbound Sales Representative to Training Assistant and Team Lead through strong performance, coaching ability, and leadership.
- Supervised, coached, scheduled, trained, and evaluated staff in a high-volume call center environment averaging 60-90 calls per day.
- Recruited, hired, and trained 30 sales team members while helping staff improve sales confidence, customer communication, and performance metrics.
- Built coaching plans, led incentives, tracked KPIs, and supported sales, productivity, revenue, and quality goals.
ADDITIONAL RELEVANT EXPERIENCE

Education

Real Estate -

Hondros

01-2021

Diploma - General Studies

Warrensville Heights High School

01-2015

Skills

Trauma-informed practices
Drop-in center operations
Staff coaching & supervision
Client engagement
Documenting quality
Community partnerships
Conflict de-escalation
Resource coordination
Process-minded
Client dignity first
Clear boundaries & accountability

Microsoft Office
Salesforce documentation
CRM/customer support systems
COBOL
Operations management
Staff leadership
Interdepartmental collaboration
Sales team training
Goals and performance
Sales expertise

Websites

linkedin.com/in/j-shawn-white-613b65216

Timeline