Shanell Riddick
Virginia Beach,VA
Summary
Dynamic leader with a proven track record at Love of Lyfe, LLC., excelling in strategic leadership and program strategy development. Leveraged organizational leadership and quality assurance skills to enhance program effectiveness and staff proficiency. Achieved significant improvements in compliance management and community engagement, demonstrating a commitment to excellence and innovation.
Overview
7
7
years of professional experience
Work History
Program Director
Love of Lyfe, LLC.
Virginia Beach, VA
01.2021 - Current
- Facilitated staff meetings and educational work sessions to strengthen staff competencies.
- Managed news team delivering human interest, breaking news and high-profile stories to audience.
- Established strategy for program using evaluation outcomes and research to set goals and direction.
- Logged program activities and maintained official station records for internal use and government review.
- Hired and developed staff members to collaboratively achieve program goals.
- Wrote proposals and reports for general and specific program support.
- Conducted needs assessments and developed program objectives.
- Supported marketing efforts by providing content for promotional materials.
- Monitored program operations for compliance with policies and procedures, applicable standards and relevant contractual policy.
- Incorporated information about coverage goals, available time and viewer demographics to optimize schedule programming.
- Supervised program and project managers to provide feedback and resolve complex problems.
- Devised evaluation strategies to monitor performance and determine need for improvements.
- Ensured compliance with organizational standards and applicable laws and regulations.
- Managed program operations and provided strategic leadership for workers.
- Organized and facilitated team meetings, workshops, and events.
- Negotiated contracts with vendors as needed for supplies or services related to the program.
- Collaborated with external partners to leverage resources for the program's success.
- Researched funding opportunities to support program initiatives.
- Directed staff training on technical aspects of programming activities.
- Monitored performance metrics to evaluate effectiveness of programs.
- Oversaw administrative support staff to facilitate day-to-day program activities.
- Recruited, hired, trained, supervised, coached, evaluated, and disciplined personnel.
- Implemented quality assurance protocols to ensure high-quality service delivery.
Client Service Manager
Caring Angels Home Health
Virginia Beach, VA
03.2018 - 10.2023
- Developed and implemented processes for improving client service delivery standards.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Participated in industry events as an ambassador of the company's brand.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Implemented quality assurance programs designed to improve overall customer experience.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Provided timely responses to customer inquiries and requests for service.
- Analyzed customer feedback to identify trends, opportunities, and areas of improvement.
- Drove customer escalations to resolution by engaging directly with clients.
- Conducted regular meetings with clients to review progress on projects and address any concerns or questions they may have had.
- Reviewed accounts for payments received or approved credit arrangements.
- Organized client contracts, records, and reports to strengthen traceability.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Directed enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Direct Support Manager
Pieces Of Dreams
Norfolk, VA
03.2019 - 01.2023
- Maintained records management system to process personnel information and produce reports.
- Facilitated communication among staff members regarding client issues or concerns.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Assisted with the development of new programs and services for clients.
- Communicated with patients with compassion while keeping medical information private.
- Recruited, hired and trained new medical and facility staff.
- Provided guidance to direct support staff on a daily basis.
- Provided ongoing feedback to direct support staff regarding job performance.
- Collaborated with team members to develop strategies for meeting client needs.
- Performed periodic assessments of client's progress towards goals set by the team.
- Monitored inpatient bed use, facilities and staff to provide optimal use of resources.
- Ensured proper documentation of services provided to clients is completed accurately and timely.
- Served as a liaison between clients, families and other stakeholders.
- Developed, implemented and evaluated individual service plans for clients.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Reviewed incident reports and took appropriate action when necessary.
- Supervised day-to-day operations ensuring efficient use of resources.
- Conducted regular meetings with staff to ensure quality standards are met.
- Provided crisis intervention when needed.
- Coordinated transportation services for clients as needed.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked effectively in team environments to make the workplace more productive.
- Managed inventory and supplies to ensure materials were available when needed.
- Monitored compliance with applicable regulations, policies and procedures.
Education
High School Diploma -
Booker T Washington High School
Norfolk, VA06-1994
Skills
- Business oversight
- Strategic leadership
- Effective leader
- Organizational leadership
- Curriculum development
- Documentation and reporting
- Quality assurance
- Operations oversight
- Program leadership
- Compliance management
- Staff development
- Community engagement
- Program strategy development
- Personnel supervision
- Program planning
- Coaching and mentoring
- Group and individual instruction
- Conflict resolution
- Staff management
- Recruitment and hiring
Timeline
Program Director
Love of Lyfe, LLC.
01.2021 - Current
Direct Support Manager
Pieces Of Dreams
03.2019 - 01.2023
Client Service Manager
Caring Angels Home Health
03.2018 - 10.2023
High School Diploma -
Booker T Washington High School
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