Sheena Wills
Westernport,MD
Summary
Dynamic professional with extensive experience at Archway Station, excelling in teamwork and problem-solving. Proven ability to implement safety protocols and enhance service delivery while maintaining meticulous attention to detail. Highly dependable in fast-paced environments, adept at managing multiple responsibilities and ensuring compliance with regulatory standards.
Overview
15
15
years of professional experience
1
1
Certification
Work History
DSP 3
Archway Station
Cumberland, MD
03.2021 - Current
- Assisted with daily operational tasks to ensure smooth workflow and efficiency.
- Maintained accurate records of inventory and supplies utilizing inventory management systems.
- Collaborated with team members to enhance service delivery and meet organizational goals.
- Implemented safety protocols to promote a secure working environment for all staff.
- Conducted training sessions for new employees on standard operating procedures.
- Provided direct care and supervision to individuals with intellectual and developmental disabilities in residential and community-based settings.
Assisted with Activities of Daily Living (ADLs), including bathing, grooming, dressing, toileting, meal preparation, and mobility support.
Administered medications according to physician orders and agency policy; accurately completed Medication Administration Records (MARs).
Implemented Individualized Service Plans (ISPs) and Person-Centered Plans to support independence and goal achievement.
Monitored health status and reported medical concerns to nursing staff and supervisors in a timely manner.
Utilized crisis intervention and de-escalation techniques to maintain a safe environment.
Documented daily progress notes, behavioral data, incident reports, and medication entries using electronic health record (EHR) systems.
Entered service data into agency databases and ensured documentation met DDA regulatory standards.
Maintained accurate electronic and paper files in compliance with HIPAA and agency confidentiality policies.
Used Microsoft Office (Word, Excel, Outlook) for communication, scheduling, documentation, and report completion.
Communicated via email and internal systems with interdisciplinary team members, including nurses, case managers, and behavioral specialists.
Participated in virtual trainings and completed online compliance modules as required.
Assisted with transportation documentation, appointment tracking, and electronic timesheet submission. - Maintained accurate records of inventory and supplies utilizing inventory management systems.
- Monitored equipment performance, identifying issues and facilitating timely repairs or maintenance.
- Provided exceptional customer service by addressing inquiries and resolving concerns promptly.
- Supported process improvements that enhanced operational efficiency and reduced downtime.
- Monitored clients' overall health and well-being and noted significant changes.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Recorded status and duties completed in logbooks for management.
- Completed regular check-ins and progress report for each client.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Maintained strong connections within caregiver community to gain continuous knowledge.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Conducted training sessions for new employees on standard operating procedures and best practices.
- Assisted with daily living activities, running errands, and household chores.
- Scheduled daily and weekly care hours for client caseload.
- Identified needs and coordinated plans for travel and out-of-town functions.
- Liaised with key accounts to deliver targeted administrative household support.
Crew Trainer
McDonald’s
Westernport, MD
05.2018 - 03.2021
- Operated in a fast-paced, high-pressure environment requiring quick decision-making and strong situational awareness.
- Managed multiple customer requests simultaneously while maintaining accuracy and composure.
- Utilized point-of-sale (POS) systems to process transactions accurately and efficiently.
- Communicated clearly and professionally with customers and team members to ensure order accuracy.
- Resolved customer concerns calmly while maintaining professionalism and customer service standards.
- Prioritized tasks effectively during peak hours to meet strict service time expectations.
- Followed standardized procedures and company protocols to ensure safety, quality, and compliance.
- Maintained attention to detail when handling cash transactions and reconciling registers.
- Demonstrated reliability, punctuality, and the ability to work rotating shifts, evenings, weekends, and holidays.
- Collaborated with team members to maintain smooth operations during high-demand periods
- Conducted training sessions for new employees on standard operating procedures and best practices.
- Monitored food safety practices, ensuring compliance with health regulations
- Streamlined onboarding processes, reducing training time for new hires
- Fostered a positive work environment, encouraging teamwork and collaboration
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Enhanced operational efficiency by training crew members on best practices for inventory management.
- Encouraged customer-first mindset among crew members, leading to notable improvements in service delivery.
- Implemented training programs that enhanced team performance and service quality
Call Center Representative
ACTIVE Network
Frostburg, MD
04.2014 - 07.2015
- Adhered strictly to established policies and emergency communication protocols while documenting calls in real time.
- Entered detailed, accurate information into computerized systems to ensure proper call routing and response.
- Maintained precise documentation of caller statements, timestamps, and actions taken in accordance with agency standards.
- Followed step-by-step procedures for call classification, prioritization, and data entry without deviation.
- Ensured all documentation met quality assurance guidelines and confidentiality requirements.
- Verified and updated sensitive information while maintaining accuracy and compliance with reporting standards.
- Completed incident reports and call logs promptly to support operational continuity and accountability.
- Demonstrated strong attention to detail to minimize errors in records and dispatch information.
- Resolved customer inquiries efficiently through active listening and effective communication skills.
- Trained new team members on call handling techniques and company policies, enhancing team performance.
- Implemented process improvements that increased response times and customer satisfaction ratings.
- Analyzed call data to identify trends, contributing to strategic decision-making for service enhancements.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Led initiatives aimed at reducing call wait times, resulting in improved operational efficiency.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Pharmacy Technician
CVS Pharmacy
Oakland, MD
12.2010 - 03.2014
- Performed accurately and efficiently in a fast-paced, high-volume pharmacy environment.
- Maintained attention to detail when filling prescriptions under tight time constraints.
- Prioritized tasks effectively during peak hours to ensure timely medication dispensing.
- Remained calm and professional while addressing urgent prescription requests and patient concerns.
- Managed multiple responsibilities simultaneously, including data entry, insurance processing, and customer service.
- Adapted quickly to workflow changes while maintaining compliance with safety and regulatory standards.
- Collaborated with pharmacists and team members to meet daily production and accuracy goals.
- Demonstrated strong focus and precision when handling controlled substances in high-demand situations.
Education
Associate of Science - Criminal Justice
West Virginia University
Morgantown, WV05.2018
Skills
Teamwork
Teamwork and collaboration
Fast learner
Problem-solving
Time management
Excellent attention to detail
Highly dependable
Certification
CPR/First Aid
MANDT certified for crisis de-escalation
Timeline
DSP 3
Archway Station
03.2021 - Current
Crew Trainer
McDonald’s
05.2018 - 03.2021
Call Center Representative
ACTIVE Network
04.2014 - 07.2015
Pharmacy Technician
CVS Pharmacy
12.2010 - 03.2014
Associate of Science - Criminal Justice
West Virginia University