Mathew Lee
Midlothian ,Virginia
Summary
Proven leader at Maximus Health Services with expertise in customer service and crisis intervention. Enhanced training programs and service delivery through effective time management and therapeutic skills, leading to improved team productivity. Experienced Program Supervisor skilled in strategic planning and operational efficiency, successfully implementing innovative course development and public speaking initiatives. Leadership style promotes communication and collaboration, enhancing program effectiveness and streamlining processes.
Overview
14
14
years of professional experience
Work History
Independent Living Specialist
Intercept Health
12.2024 - Current
- Developed personalized support plans to enhance client independence and quality of life.
- Assisted clients in navigating community resources, ensuring access to essential services.
- Facilitated skill-building workshops focused on daily living activities and self-advocacy.
- Collaborated with interdisciplinary teams to coordinate care and service delivery for clients.
- Implemented life skills training programs that prepared individuals for successful independent living transitions.
Learning and Development Trainer II Qaulity Assura
Maximus Health Services
12.2014 - 2025
- Trained newly hired Cover Virginia CSRs to fill key positions and maximize productivity.
- Completed frequent assessments of training materials, structure and success rates in order to enhance program.
- Maintained strong knowledge of Medicaid Policy by participating in workshops, conferences and online education classes.
- Documented participant attendance, engagement and progress.
- Tested trainees on materials to determine levels of understanding and areas requiring further instruction.
- Designed and delivered engaging training programs to enhance employee skills and knowledge.
- Mentored and coached team members on QA topics and strategies.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
Program Supervisor
Hallmark Youthcare
06.2021 - 11.2024
- Implemented quality assurance processes designed to improve service delivery.
- Coached staff members on how best to use available resources effectively.
- Implemented and evaluated staff, volunteer or training programs.
- Conducted regular program evaluations, identifying areas for improvement and implementing changes.
- Partnered with program management on recommendations, process improvements, and corrective action plans.
- Ensured compliance with all applicable laws, regulations, standards and codes of practice.
- Led team meetings to communicate updates, gather feedback, and align on goals.
Team Leader
GENETWORx
12.2020 - 04.2022
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Delegated daily tasks to team members to optimize group productivity.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Utilized coaching and leadership principles to enhance internal and external team dynamics.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Monitored team progress and enforced deadlines.
Youth Counselor
Dominion Youth Services
01.2017 - 04.2022
- Supervised youth group members to maintain organized and safe environment.
- Monitored behavior in individual and group sessions and intervened when necessary.
- Collaborated with counselors and parents to report youth behavior and progress.
- Provided cognitive-based therapy to assist with challenge and crisis resolution.
- Studied treatment plans to understand and implement interventions.
- Performed counseling interventions to address issues through conflict resolution and situational adjustment to depression, anxiety and physical or substance abuse.
- Adhered to federal and state documentation mandates regarding records and file management.
Assistant Manager
Sunoco
12.2011 - 02.2017
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Managed personnel scheduling, facilitating adequate coverage to meet demand.
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
Education
Bachelor of Science - Psychology
Norfolk State University
Norfolk, VA05.2007
High School Diploma -
James River High School
Midlothian, VA06.2003
Skills
- Client service excellence
- Effective time management
- Organizational skills for materials
- Demonstration and presentation skills
- Digital education methods
- Curriculum design and planning
- Public speaking proficiency
- Adherence to company policies
- Documentation and reporting skills
- Building rapport with clients
- Crisis management techniques
- Support for mental health initiatives
- Training and development of staff
Accomplishments
- Promoted from CSR Coach to Call Center Trainer, in less than 12-months
Timeline
Independent Living Specialist
Intercept Health
12.2024 - Current
Program Supervisor
Hallmark Youthcare
06.2021 - 11.2024
Team Leader
GENETWORx
12.2020 - 04.2022
Youth Counselor
Dominion Youth Services
01.2017 - 04.2022
Learning and Development Trainer II Qaulity Assura
Maximus Health Services
12.2014 - 2025
Assistant Manager
Sunoco
12.2011 - 02.2017
High School Diploma -
James River High School
Bachelor of Science - Psychology
Norfolk State University
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