Shalandra Nieto
Merrillville,IN
Summary
Enhanced resident satisfaction and team efficiency. Expert in problem-solving and organizational skills, I consistently deliver results by prioritizing client needs and team collaboration. Experienced with coordinating group home activities and ensuring resident well-being. Utilizes strong leadership to manage staff and resources effectively. Track record of maintaining regulatory standards and creating supportive atmosphere for residents. Focused Group Home Manager with a background monitoring residents' health, scheduling appointments and delivering compassion and enthusiasm in all tasks. A highly collaborative individual with skills in effective communication, time management, and organization. Offering a strong understanding of quality service and federal and state group home regulations. Experienced group home professional with strong focus on team collaboration and achieving results. Skilled in staff management, program development, and resident care. Known for adaptability and reliability in dynamic environments. Equipped with excellent communication and organizational abilities, fostering supportive and efficient workplace.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Group Home Manager
In Pact
03.2021 - Current
- Ensured proper medication administration for all residents through close coordination with healthcare providers and careful record-keeping practices.
- Maintained adequate coverage for residents' needs without exceeding budget targets by coordinating schedules and team workflows.
- Developed trusting relationships with each resident through empathy-based interactions focusing on trust-building techniques.
- Kept accounts, resident files and regulatory paperwork current and accurate with diligent attention to administrative requirements.
- Oversaw home inventory of supplies and groceries by tracking use and placing new orders.
BHT/Team Leader
Campagna Academy
04.2018 - 02.2022
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
CSR
Renfroe
08.2017 - 06.2019
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Advanced Customer Service Advocate/Tech Support
Wow! Internet Phone Cable
09.2018 - 03.2019
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
Security Officer
Ameritex Security
03.2017 - 07.2018
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
Midnight Transportation Supervisor
DFW Airport Shuttle Services
04.2015 - 05.2018
- Ensured proper documentation was completed accurately for all transportation operations, including driver logs, vehicle inspection reports, and accident/incident reports.
- Managed a team of drivers, providing training, guidance, and performance evaluations to maintain a high level of professionalism.
- Addressed issues swiftly, resolving conflicts between drivers, customers, or other stakeholders effectively.
CSR /Tape Operator
IBM
09.2006 - 04.2015
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
No Degree - Alcohol & Drug Counseling
ICDC College
Huntington Beach, CA09.2026
Skills
- Professional relationships
- Effective Communication
- Behavioral support
- Motivational Skills
- Problem-solving abilities
- Attention to Detail
- Multitasking
- Time Management
- Excellent Communication
- Organizational Skills
- Active Listening
- Decision-Making
- Adaptability and Flexibility
Certification
- CPR & First Aid Training -
- Medcore
Timeline
Group Home Manager
In Pact
03.2021 - Current
Advanced Customer Service Advocate/Tech Support
Wow! Internet Phone Cable
09.2018 - 03.2019
BHT/Team Leader
Campagna Academy
04.2018 - 02.2022
CSR
Renfroe
08.2017 - 06.2019
Security Officer
Ameritex Security
03.2017 - 07.2018
Midnight Transportation Supervisor
DFW Airport Shuttle Services
04.2015 - 05.2018
CSR /Tape Operator
IBM
09.2006 - 04.2015
- CPR & First Aid Training -
- Medcore
No Degree - Alcohol & Drug Counseling
ICDC College
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