Summary
Overview
Work History
Skills
Timeline
Generic

Shanta Lumpkin

Hyattsville,MD

Summary

Motivational leader and organizational problem-solver with advanced supervisory, Human Recourses, Payroll, Sales, and Client Care Coordinating skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

22
22
years of professional experience

Work History

Care Coordinator Supervisor

Assisting Hands Home Care Of Potomac
Bethesda, MD
03.2023 - Current
  • Handled sensitive employee and company information with highest level of confidentiality and discretion.
  • Worked with management to create performance measurement, employee development and employee compensation strategies.
  • Investigated workplace issues with professionalism and sensitivity and detailed incidents in reports to senior executives.
  • Initiated employee evaluation process and recommended policy changes to help staff progress toward desired readiness goals.
  • Achieved desired work environment and performance by proactively advising and guiding employees on best practices and overseeing training.
  • Created staff teams based on employee strengths and made adjustments to promote overall productivity.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Coordinated employee schedules according to shift changes and availability.
  • Provided ongoing training to address staff needs.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
  • Coached staff members to develop long-term career goals.
  • Evaluated processes and employee strengths to realign workflows with changing business demands.
  • Maintained positive working relationship with fellow staff and management.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Implemented strategies to take advantage of new opportunities.
  • Cross trained and coached employees to develop technical and customer service skills.
  • Managed employee schedules, handled workflows and evaluated workloads and resources.
  • Developed staff teams and delegated various tasks to workers.
  • Recruited and trained new employees to meet job requirements.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Assigned work and monitored performance of project personnel.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Developed and established new relationships to drive company growth.
  • Developed plans and strategies to grow business and achieve company portfolio goals.
  • Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.

BLS/CPR/First Aid Instructor

American Heart Association
Oakton, VA
09.2010 - Current
  • Set up classroom with CPR mannequins, materials and equipment to make space conducive to learning.
  • Implemented hands-on activities to practice CPR techniques and refine students' skills to prepare each for emergency situations.
  • Taught complete requirements to help participants pass official CPR certification.
  • Instructed students in chest compression methods to restore partial flow of oxygenated blood to brain and heart.
  • Followed official American Heart Association Manuals to deliver knowledgeable and relevant training to class participants.
  • Maintained extensive knowledge in first aid, CPR and automated external defibrillators.
  • Coached students on respirations and presence of pulse in adults, children and infants with AHA-approved training materials.
  • Engaged with class members to help develop knowledge and abilities in cardiopulmonary resuscitation.
  • Planned and completed detailed lectures to outline CPR course material for students.
  • Adapted teaching approaches to age, experience and ability of participants to meet course objectives.
  • Participated in continuous quality improvement and assisted with program development and special projects.
  • Relayed feedback on clinical settings' effectiveness in enabling students reach course and program goals.
  • Instructed students in chest compression methods to restore partial flow of oxygenated blood to brain and heart.
  • Educated community members on disease prevention, vaccines and mental health resources.

Senior Client Care Coordinator

Assisting Hands Home Care Of Potomac
Bethesda, MD
01.2019 - 03.2023
  • Created and updated client records by entering general data, services provided and invoice information.
  • Coordinated services for clients based on individual needs by matching clients with caregivers.
  • Provided customers with detailed information about company offerings, described features and applied verbal and written communication skills to redirect concerns toward positive aspects of products and services.
  • Managed schedules of team of 3 personnel to keep shifts properly staffed.
  • Developed effective scheduling processes to achieve production objectives.
  • Communicated with clients and caregivers to inform of schedule changes, cancellations or additions.
  • Performed data import, scanning or manual keying processes to verify invoice accuracy.
  • Manipulated data in spreadsheets to reconcile with billing system information.
  • Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
  • Handled sensitive and confidential employee information with complete discretion.
  • Created, organized and maintained employee personnel files to keep sensitive data secure.
  • Assisted veterans in preparing forms, documents and applications for benefits.
  • Tracked patient or client care and followed through to provide service effectiveness.
  • Planned and coordinated discharge from care facility to patient's home.
  • Interviewed job applicants to obtain information on work history, education or job skills.
  • Scheduled or conducted new employee orientations.
  • Addressed harassment allegations, work complaints or other employee concerns.
  • Established new accounts and serviced existing accounts maintaining professional relationships.
  • Prospected for new business using databases and other strategies to generate sales.
  • Developed key customer relationships to increase sales.
  • Presented products and services to prospective and existing customers to meet client needs.
  • Maintained accurate records of employee attendance, leave balances and tax information.
  • Updated employee profiles with changes in job titles or salaries as required.
  • Provided guidance to managers on disciplinary action and performance management.

Personal Health Care Assistant

Public Partnerships
Glen Allen, VA
03.2016 - 01.2020
  • Provided ongoing compassionate patient care for each client.
  • Recorded patient temperature, pulse and blood pressure to monitor health and well-being.
  • Transported patients to medical, dental and personal care appointments.
  • Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
  • Met with various caregivers to promote continuous professional development and implement quality treatment strategies.
  • Coordinated patient care plans with doctors and registered nurses and communicated treatment steps to patients.
  • Recorded patient condition, vital signs, recovery progress and medication side effects.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Scheduled appointments, meetings and events for management staff.
  • Organized both physical and digital files and updated reports to coordinate project materials.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.
  • Managed external client and business partner relationships.
  • Evaluated patient care needs to prioritize treatment and maintain patient flow.
  • Documented and collected vital signs to track patient conditions.
  • Worked as part of healthcare team to assess patient needs, plan and modify care and implement interventions.
  • Answered patient calls, identified issues and determined how best to provide assistance within parameters established by facility and supervisor.
  • Communicated with patients with compassion while keeping medical information private.

Call Center Supervisor

TLK Group
Woodbridge, VA
06.2007 - 12.2009
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Delivered constructive call process feedback.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Directed and supervised staff performance.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Consulted with customers to resolve service and billing issues.

Payroll Assistant/Receptionist

Fairfax Connector
Lorton, VA
08.2004 - 05.2006
  • Established employee payroll files and updated existing files with new information.
  • Managed payroll for temporary, hourly and salaried employees.
  • Onboarded new employees in time reporting and payroll systems.
  • Administered payroll for large staff using various software programs.
  • Enforced payroll-related policies, procedures and regulations to adhere to changing company and governmental standards.
  • Tracked and applied tax liens, child support and other types of wage garnishments to paychecks.
  • Calculated accurate wages, including overtime, salary increases and bonuses.
  • Scheduled and confirmed appointments.
  • Answered and directed incoming calls using multi-line telephone system.
  • Served visitors by greeting, welcoming and directing to appropriate personnel.
  • Processed payments and updated accounts to reflect balance changes.
  • Scheduled space or equipment for special programs, meetings and conferences.
  • Coordinated company events with venues and advised staff of pertinent details.
  • Sent and distributed mail and parcels.
  • Created and updated spreadsheets to track and report data.
  • Managed multiple calendars and contacts using computer software.
  • Researches and monitors leaves and absences, and prepares adjustment documents accordances with established department guidelines.
  • Facilitates return to work process, including referrals to the Transition to Work (TTW) and the Americans with Disabilities Act (ADA) programs.
  • Analyzes all non-work related Leave of Absence (LOA), Family Medical Leave Act (FMLA), and Long-Term Disability (LTD) requests.

Resident Manager

Eleanor U. Kenedy Shelter
Fort Belvoir, VA
05.2002 - 01.2004
  • Maintained updated resident records and coordinate move-in and move-out logistics.
  • Coordinated adequate coverage for resident needs with organized staff schedules and assignments.
  • Prepared and submitted monthly tenant visit logs.
  • Implemented and evaluated staff, volunteer or training programs.
  • Handled administrative procedures to meet objectives set by boards of directors or senior management.
  • Recruited, interviewed and hired volunteers and staff.
  • Maintained professionalism and efficiency in emergency situations.
  • Collaborated with social workers to support patients.
  • Worked closely with disabled or impoverished individuals to locate helpful financial resources and community programs.
  • Referred clients to substance abuse treatment programs and outpatient dual diagnosis treatment programs.
  • Provided assertive community-based rehabilitation and case management services to high-risk mentally ill patients.
  • Maintained accurate records and documented client data in company databases.

Skills

  • Supervision & Leadership
  • BLS/First Aid/CPR Instructor
  • Customer Engagement and Support
  • Program Organization
  • Schedule Management
  • Staff Coordination
  • Quality Assurance
  • Recruitment and Hiring
  • Time Management
  • Staff Development and Training
  • Report Preparation and Analysis
  • Performance Management
  • Problem Resolution
  • Critical Thinking
  • Verbal and Written Communication
  • Developing Policies and Procedures
  • Invoicing and Billing
  • Recruiting and Interviewing
  • Hiring and Onboarding
  • Employment Record Verification

Timeline

Care Coordinator Supervisor

Assisting Hands Home Care Of Potomac
03.2023 - Current

Senior Client Care Coordinator

Assisting Hands Home Care Of Potomac
01.2019 - 03.2023

Personal Health Care Assistant

Public Partnerships
03.2016 - 01.2020

BLS/CPR/First Aid Instructor

American Heart Association
09.2010 - Current

Call Center Supervisor

TLK Group
06.2007 - 12.2009

Payroll Assistant/Receptionist

Fairfax Connector
08.2004 - 05.2006

Resident Manager

Eleanor U. Kenedy Shelter
05.2002 - 01.2004

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Shanta Lumpkin