Summary
Overview
Work History
Education
Skills
Timeline
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Shalaina China

Hephzibah,GA

Summary

Dynamic Group Home Manager at RHA with a proven track record in care coordination and medication management. Skilled in building professional relationships and enhancing staff performance, I foster a secure environment while implementing effective safety protocols. Committed to improving resident outcomes through tailored care plans and exemplary communication.

Overview

9
9
years of professional experience

Work History

Group Home Manager

RHA
01.2024 - Current
  • Managed daily operations of group home, ensuring compliance with state regulations and quality standards.
  • Coordinated individualized care plans to meet residents' physical, emotional, and social needs.
  • Supervised staff performance, providing training and support to enhance service delivery.
  • Implemented safety protocols, fostering a secure environment for residents and staff.
  • Conducted regular assessments of resident progress, adjusting care strategies as needed.
  • Developed and maintained schedules for staff shifts to ensure adequate coverage at all times.
  • Ensured proper medication administration for all residents through close coordination with healthcare providers and careful record-keeping practices.
  • Developed trusting relationships with each resident through empathy-based interactions focusing on trust-building techniques.

Customer Service Representative

Teleperformance
03.2020 - 05.2023
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Customer Service Representative

Alorica
01.2017 - 2020
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
  • Utilized CRM software to document interactions and track customer issues effectively.
  • Assisted in troubleshooting technical problems, providing timely solutions to clients.
  • Collaborated with team members to streamline processes, improving response times.
  • Adapted quickly to changing policies and products, ensuring accurate information delivery.
  • Conducted follow-up calls to ensure resolution of customer concerns and expectations met.
  • Maintained up-to-date knowledge of product features and services to support customers effectively.
  • Provided training support for new hires, fostering a collaborative learning environment.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Education

Washington County High
Sandersville, GA

Skills

  • Professional relationships
  • Effective communication
  • Behavioral support
  • Motivational skills
  • Community resources
  • Medication administration
  • Care coordination
  • Exemplary communication skills
  • Medication management
  • Activity planning
  • Scheduling
  • Client transportation
  • Schedule management
  • Safety monitoring
  • Staff supervision
  • Administrative duties
  • Crisis management
  • Staff scheduling
  • Emergency preparedness

Timeline

Group Home Manager

RHA
01.2024 - Current

Customer Service Representative

Teleperformance
03.2020 - 05.2023

Customer Service Representative

Alorica
01.2017 - 2020

Washington County High

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Shalaina China