Lady Dennis
Charlotte,NC
Summary
Results-oriented professional with proven management experience and a strong foundation in organizational leadership, customer service, and effective communication. Brings extensive expertise in management, training, program development, and project management, with a track record of maintaining high productivity and completing tasks efficiently. Experienced as a compassionate Intensive In-Home Counselor, specializing in behavior modification, crisis intervention, and addressing family systems’ therapeutic needs. Known for exceptional communication, empathy, and problem-solving abilities that support clients in challenging environments. Utilizes active listening, resilience, and a client-centered approach to build trust, strengthen family dynamics, and promote positive, sustainable outcomes in demanding home settings.
Overview
23
23
years of professional experience
Work History
Intensive In Home
Primary Care Solutions
Charlotte, NC
04.2025 - Current
- Delivered counseling services to families in crisis, fostering stability and support.
- Facilitated family therapeutic sessions to strengthen communication and relationships among family members.
- Created individualized treatment plans tailored to client needs, enhancing therapeutic outcomes.
- Develop positive relationships with clients through active listening and empathy.
- Educate clients on coping strategies and mental health resources.
- Coordinate with community resources to support client well-being.
- Maintained detailed documentation of client progress and interventions.
- Adhere to ethical standards set forth by professional organizations related to counseling.
Patient Registrar
Atrium Health
Charlotte, NC
05.2014 - 04.2025
- Coordinated scheduling, registration, and insurance verification to streamline patient flow.
- Registered patients upon arrival and verified insurance information.
- Collected patient information using electronic health record systems.
- Instructed patients on documentation requirements to ensure accurate registration.
- Communicated effectively with medical staff to ensure smooth operations.
- Addressed patient inquiries and concerns promptly to enhance patient satisfaction.
- Maintained confidentiality of patient records in compliance with regulations.
Intensive In Home
Primary Care Solutions
Charlotte, NC
08.2023 - 12.2023
- Delivered intensive in-home counseling to high-risk youth and families, reducing out-of-home placements through tailored behavioral interventions.
- Developed individualized treatment plans based on thorough assessments of client needs.
- Conducted ongoing strength-based evaluations to implement child-centered treatment strategies.
- Implemented crisis intervention and safety planning strategies during critical situations.
- Coordinated with community resources to enhance client well-being, ensuring access to vital services and support networks.
- Collaborated with multidisciplinary teams, including school personnel and community providers, to ensure comprehensive care.
- Educated parents and caregivers on positive behavioral management and trauma-informed care techniques, fostering a supportive environment for at-risk youth.
- Managed individualized service plans and coordinated community resources, optimizing service delivery for diverse client needs.
Employment Support Specialist
InnerVision
Charlotte, NC
03.2019 - 01.2020
- Engaged members served in the person-centered planning process focusing on their successful achievement of their vocational goal of choosing, getting, and maintaining competitive employment that aligns with their preferences, competency, and satisfaction.
- Coordinated transportation for members to doctor appointments, interviews, and first day of employment to ensure accessibility and support during critical transitions.
- Facilitated ongoing skill building and psychiatric rehabilitation activities to enhance member capabilities.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Developed agendas and communication materials for team meetings to streamline discussions and improve team efficiency.
PFS Specialist
CMC Corporate Patient Access
Charlotte, NC
06.2016 - 03.2019
- Worked in a variety of fast paced environments throughout the department.
- Trained new staff members on system or process changes in designated areas.
- Coordinated the creation of process and training documents to be used for training new employees.
- Conducted reviews of current processes and recommended changes and updates to senior management for training manual updates.
- Improved customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Assisted and filled critical vacancies by maintaining the scheduled hours for a predetermined period.
Lead Registrar
CMC Behavioral Health Center
Charlotte, NC
05.2014 - 05.2016
- Functioned as the primary point of contact and liaison between patients and staff.
- Monitored registration process and ensured data entry was accurate for tracking and reporting to support department process improvement measures.
- Addressed billing discrepancies and service issues promptly to ensure patient satisfaction.
- Assessed severity level of patient issues and prioritized accordingly.
- Analyzed trends and issues to facilitate effective resolution strategies.
- Coordinated department initiatives to gather feedback.
- Recognized by managers and peers for Excellent Customer Service.
- Systems used-STAR and IDX.
Team Lead
SouthTell Wireless
Charlotte, NC
08.2011 - 04.2014
- Managed a team of customer resolution specialists.
- Researched and resolved escalated calls regarding billing inquiries and issues, enhancing customer satisfaction and trust.
- Analyzed new and existing customer data to ensure alignment with company products and services.
- Trained employees on resolution and diffusion/de-escalation techniques.
- Tracked team performance and conducted evaluations at pre-determined intervals to ensure continuous development and alignment with service standards.
- Monitored calls and provided feedback with a heavy emphasis on customer service.
- Compiled and analyzed sales figures to identify strategies for boosting sales and optimizing team performance.
- Interviewed, hired and trained new quality customer service representatives.
- Promoted product quality by closely inspecting items and working with team members to correct deficiencies.
Team Lead - Loss Mitigation
Citi Mortgage
Fort Mill, SC
04.2008 - 06.2011
- Served as Team Lead for loss mitigation specialists.
- Administered workflows to enhance team efficiency and streamline operations.
- Delivered performance feedback and implemented improvement plans for underperforming team members.
- Acted as primary point of contact for customer escalations.
- Provided guidance and options for resolving highly complex issues.
- Ensured all loans met internal and regulatory guidelines for repayment, forbearance and modifications.
- Worked with managers to implement best practices to improve production and efficiency among specialists.
Property Manager
Castlewood Apartments
Charlotte, NC
07.2004 - 08.2007
- Developed and executed innovative marketing plans to attract tenants, increasing property visibility and occupancy rates.
- Evaluated credit reports and applications to ensure potential residents met company guidelines, enhancing tenant quality.
- Maintained compliance with all state, local and federal laws regarding fair housing regulations.
- Trained and coached leasing consultants to improve leasing effectiveness and resident engagement.
- Monitored delinquency, filed notices of eviction, and prepared court documents.
- Tracked and maintained up-to-date information on all resident files.
- Provided weekly and monthly reports to District Manager and home office.
Assistant Property Manager
Finley Properties
Charlotte, NC
08.2003 - 07.2004
- Managed operations of property, focusing on resident relations, leasing and marketing activities, supervision of leasing consultants, and financial reconciliation.
- Developed and executed innovative marketing plans to attract tenants and increase property visibility.
- Reviewed applications and credit documents to determine approval or denials for occupancy.
- Evaluated lease agreements with potential residents, providing clear answers to inquiries.
- Acted as liaison between the property and 3rd party vendors.
- Monitored delinquency and filed notices of eviction.
- Tracked and maintained accurate information on resident files.
- Provided weekly and monthly reports to property manager and home office.
Education
B.A - Business Administration
Strayer University
Skills
- Crisis intervention
- Loss Mitigation
- Customer Service
- Process Adherence
- Training coaching
- Process improvement
- Employee supervision
- Team Lead
- Team collaboration
- Communication
- Empathy development
- Organizational development
- Creative Problem Solver
- Microsoft Office
- Ethical adherence
- Marketing
Timeline
Intensive In Home
Primary Care Solutions
04.2025 - Current
Intensive In Home
Primary Care Solutions
08.2023 - 12.2023
Employment Support Specialist
InnerVision
03.2019 - 01.2020
PFS Specialist
CMC Corporate Patient Access
06.2016 - 03.2019
Patient Registrar
Atrium Health
05.2014 - 04.2025
Lead Registrar
CMC Behavioral Health Center
05.2014 - 05.2016
Team Lead
SouthTell Wireless
08.2011 - 04.2014
Team Lead - Loss Mitigation
Citi Mortgage
04.2008 - 06.2011
Property Manager
Castlewood Apartments
07.2004 - 08.2007
Assistant Property Manager
Finley Properties
08.2003 - 07.2004
B.A - Business Administration
Strayer University