Nicole Smith
Indianapolis
Summary
Highly committed and results driven professional with a passion for buidling trusting relationships with clients and advocating for their best interests. Experienced in helping clients from a wide range of backgrounds and demographics. Works to bring an innovative approach to uncovering client needs, finding solutions, and handling objections. Enthusiastic about strategic planning and implemmentaion. Independent and quick thinking team player with many years of experience in client services. Demonstrates passion and creativity in fostering new and existing partnerships and/or generating new business.
Overview
24
24
years of professional experience
Work History
Property Manager
Covenant Community Housing/Heart Change Ministries
06.2022 - Current
- Comprehensively respond to the ongoing physical needs of every property owned by Heart Change ministries and Covenant Community
- Ensure each property is prepared for new occupants
- Inspect each property after occupants have moved out
- Prepare lease and covenant community agreements
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Optimize and manage ongoing costs
- Schedule/assign move-in date based on property readiness and communicate with tenant and move-in committee
- Communicate rent and damage amounts to tenant
- Maintain operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects.
Consultant, TBRI Practitioner
Heart Change Indy
09.2019 - Current
- Apply Trust-Based Relational Intervention (TBRI) based strategies in classroom to provide diverse approaches to trauma
- Foster reasoning and problem solving through active exploration games and activities
- Train all Heart Change staff and volunteers in TBRI and trauma-informed practices to better serve the women and children in the program
- Observe children to identify individuals in need of additional support and develop strategies to improve assistance
- Developed strong working relationships with colleagues and external partners to facilitate effective collaboration on shared goals.
- Maintain well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors
- Promote physical, academic and social development by implementing diverse classroom and outside activities
- Promote sensory development by providing access to different textures
- Measure student proficiency in foundational concepts such as shapes, numbers and letters
- Consult with parents to build and maintain positive support networks and support continuing education strategies
Program Manager
Intercept Youth Services
06.2017 - 07.2019
- Doubled program revenue and admissions by 133% in two years; Unprecedented in program history
- Supervised and managed 17+ staff, overseeing productivity and job performance
- Monitors and ensures compliance with program operational budget
- Trains new case managers and support counselors
- Ensures compliance of program documents by case managers
- Works in cooperation with Human Resource Manager to provide training for staff
- Familiar with documentation and licensure standards as well as any governmental regulatory requirements applicable to clinical records and compliance
- Provides supervision, oversight, and support for the Independent Living Program consisting 20+ youth
- Oversees weekly and monthly reports which include but are not limited to transitional living plans, monthly and quarterly updates, social histories, billing information, census information, outcomes and general client demographics
- Provides oversight of all client records
- Ensures all new hire paperwork and existing employee paperwork is completed and up to date
- Oversees the communication and implementation of the Youth Quest policies and procedures
- Conducts mandatory meetings as scheduled
- Ensures all staff under direct/indirect supervision have received orientation and job-related training
- Reports any critical incidents to Regional Supervisor and Program Director
- Performs other duties and responsibilities as assigned by immediate supervisor
Adoption Case Manager
Family Life Services Adoption Agency
10.2014 - 05.2017
- Managed multiple ongoing cases of adoption to place newborn babies with caring families who met all requirements according to state and agency regulations
- Documented all information, findings, and steps taken
- Assessed children and families and determined what services were needed
- Initiated familiarity with all agency and state required documents and forms
- Performed home studies and supervisory visits for domestic and intercountry adoption
- Processed all home study documentation paperwork
- Provided thorough documentation for all client contacts
- Conducted adoption counseling services to prospective adoptive parents
- Provided birthparent counseling services, hospital support, makes foster care arrangements, and follow-up services for each assigned client
- Presented adoption related material, as directed by supervisor, for adoption training weekend
- Taught an adoption class ever two weeks to residents of the Liberty Godparent Home
- Conducted training to pregnancy centers all over the state of Virginia
- Provided on-going support services to adoptive families, birthparents, and adoptees
- Updated case files and complete all written documentation
Admissions Advisor/Recruiter
Liberty Online Academy
08.2010 - 11.2014
- Consistently exceeded the 5% conversion goal by achieving 8-10% conversion rate on inquiry to application
- Surpassed the organization's average conversion goal of 85% by achieving a 90% conversion rate on application to enrollment
- Sourced inquiries for the purpose of generating strong prospective applicant leads
- Consistently met enrollment quotas and goals by leading applicants through the enrollment process
- Handled a large number of phone calls and e-mails each day from applicants/inquiries who had requested information
- Answered questions of a complex nature regarding LUOA admissions, academic policies and curriculum structure to internal and external customers
- Counseled applicants on admission requirements, placement test scores, and high school transcript evaluations
- Operated CRM to perform and record contacts
- Registered new applicants for initial courses of study explaining all necessary financial information in order for student to access curriculum
- Troubleshot issues that arise with the Online Academy
- Acted as a liaison between students/parents and faculty (when necessary) and students/parents and administration
Finacial Aid Advisor
Liberty University
03.2009 - 08.2010
- Efficiently and accurately processed inbound and proactive outbound phone calls regarding financial aid and the related areas of Financial Check-In
- Troubleshot and solved problems for students to ensure their complete satisfaction when they are applying for financial aid
- Maintained updated and accurate information on each account with which I worked
- Handled high call and email volume each day from students regarding financial aid
- Utilized Microsoft Outlook, Word, Excel, SharePoint, Bizflow, and Banner software
- Educated on Federal and State aid programs
- Posted internal and external aid
Bar Manager/Bartender Supervisor
Easy Street Restaurant
06.2001 - 08.2007
- Conducted recruiting and interviewing for potential staff
- Managed restaurant operations with a million dollar plus yearly income
- Supervised restaurant staff and personnel with 30+ employees
- Administered daily income and balanced reports to ensure accurate internal accounting
- Developed and implemented training modules for new employees
- Organized and coordinated special events, music, and catering for restaurant
- Worked with restaurant owner to assess sales and business performance
- Initiated, cultivated, and sustained relationships with 100+ key customers on a weekly basis
- Demonstrated the ability to diligently manage customer base, thus ensuring high customer satisfaction ratings
Education
(TBRI) Trauma Practitioner - Trust-Based Relational Intervention
Karyn Purvis Institute of Child Development
Dallas, TX2017
Master of Arts - Human Services - Executive Leadership
Liberty University
Lynchburg, VA2013
Bachelor of Science - Psychology
Virginia Commonwealth University
Richmond, VA2003
Skills
- Strong customer service skills
- Coachable
- Goal-oriented
- Team player
- Strong conflict resolution skills
- Strong Communication Skills
- Self-motivated
- Competitive Drive
- Extremely Resourceful
Timeline
Property Manager
Covenant Community Housing/Heart Change Ministries
06.2022 - Current
Consultant, TBRI Practitioner
Heart Change Indy
09.2019 - Current
Program Manager
Intercept Youth Services
06.2017 - 07.2019
Adoption Case Manager
Family Life Services Adoption Agency
10.2014 - 05.2017
Admissions Advisor/Recruiter
Liberty Online Academy
08.2010 - 11.2014
Finacial Aid Advisor
Liberty University
03.2009 - 08.2010
Bar Manager/Bartender Supervisor
Easy Street Restaurant
06.2001 - 08.2007
Bachelor of Science - Psychology
Virginia Commonwealth University
(TBRI) Trauma Practitioner - Trust-Based Relational Intervention
Karyn Purvis Institute of Child Development
Master of Arts - Human Services - Executive Leadership
Liberty University
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