Melissa Smith
Springfield,IL
Summary
A passionate Direct Service Provider with 7+ years of exceptional knowledge of account management and report writing, and a passion to bring a sense of confidence and resourcefulness to those people with disabilities through empowerment. Focused on ensuring client success through detailed plans and product recommendations. Dedicated to meeting long-term goals through effective prioritization of tasks. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
15
15
years of professional experience
Work History
Medical Designated Service Provider
Pathway Services Unlimited
06.2023 - Current
- Directly help clients with people with intellectual or developmental disabilities to assist the people they work with to become independent and integrated into their community.
- Assist clients in finding various opportunities for success.
- Work with clients to maximize individual success.
- Verify client adherence to service contracts via close monitoring.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Gathered, organized and input information into digital database.
- Collected, arranged, and input information into database system.
- Developed effective improvement plans in alignment with goals and specifications.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Maintained database systems to track and analyze operational data.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
House Supervisor
SPARC
07.2016 - 05.2023
- Collaborated with physicians regarding patient conditions, updates and necessary care changes.
- Provided emergency response during shifts and when on-call.
- Administered medications subcutaneously, orally and via IV.
- Reviewed clinical documentation to asses standards and quality of care.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Habilitation Specialist
Hope Institute
03.2012 - 06.2016
- Cared for persons receiving programming support as directed by habilitation specialist.
- Delivered physical and programmatic aid to clients.
- Assisted habilitation specialist in maintaining clean and organized classroom.
- Took clients out into community on regular basis and maintained close supervision during outings.
- Supervised and assisted residents with grooming, personal hygiene, meal planning and housekeeping to promote activities of daily living.
- Implemented written goals from treatment plans to enhance patient outcomes.
- Recorded participant behavior and methods to alleviate barriers and progress toward goals.
- Recorded status and duties completed in logbooks for management.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Completed regular check-ins and progress report for each client.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Maintained entire family's schedule and organized events.
- Liaised with key accounts to deliver targeted administrative household support.
Customer Service Representative
Sam's Club
06.2008 - 02.2012
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Developed and managed relationships with customers to increase customer loyalty.
- Answered product questions using knowledge of sales and store promotions.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Maintained awareness of surroundings and secured cash to minimize loss potential.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
Athens High School
Athens, IL05.1999
Skills
- Active listener, persuasive, high physical stamina, community-oriented, critical thinker, interpersonal communication skills, and morality
- Flexible collaborator who thrives in environments requiring the ability to prioritize and manage multiple concurrent projects effectively
- Proven relationship-builder with unsurpassed interpersonal skills with diverse populations
- Excellent written and verbal communication skills with high attention to detail and accuracy
- Proficient in Microsoft Office (Word, Excel, PowerPoint), Outlook, and MS Access
- Data Entry: Spreadsheet Development, Calendar Management, Workflow Optimization, Report Writing, Database Management
- Administrative Skills: Mail Handling, Appointment Scheduling, Telephone and Email Etiquette, Call Distribution, Information Assistance
References
Julie White, Direct Support Specialist, SPARC - (708)927-5409
Barb Allen, Direct Support Specialist Supervisor, SPARC - (217)361-2676
Tara Morris, Supervisor, Pathway Services - (309)368-3390
Timeline
Medical Designated Service Provider
Pathway Services Unlimited
06.2023 - Current
House Supervisor
SPARC
07.2016 - 05.2023
Habilitation Specialist
Hope Institute
03.2012 - 06.2016
Customer Service Representative
Sam's Club
06.2008 - 02.2012
High School Diploma -
Athens High School
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