Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Sheila Y. Williams

Fredericksburg,Virginia

Summary

Experienced with leading residential teams to provide exceptional client support. Utilizes crisis intervention and conflict resolution skills to maintain harmonious living environment. Track record of fostering teamwork and ensuring client well-being through effective communication and leadership.

Overview

31
31
years of professional experience

Work History

Lead Staff

Youth For Tomorrow
10.2023 - Current
  • Parent (guide, nurture, discipline, encourage, and counsel) the young men/women under care.
  • Responsible as Team Leader for assigned residents and Residential Counselors.
  • Oversee physical care of residents.
  • Develop acceptable habits and attitudes of residents assigned.
  • Manage resident behavior.
  • Provide healthy and appropriate role modeling.
  • Use techniques, strategies, methods, and resources to instill appropriate social skills in students.
  • Help meet the goals and objectives of any required service plan.
  • Have direct responsibility for guidance and supervision of the residents.
  • Demonstrate an ability to tolerate and resolve frustrated or strained personal and interpersonal conflicts; always maintaining awareness to observe, interpret, and respond appropriately to various adolescent behaviors.
  • Plan, develop, facilitate, and interact with residents during all floor time activities inclusive but not limited to various seasonal and off floor time events such as fund raisers, camping, etc.
  • Responsible for the care of residents at all times when on duty.
  • Supervisor and oversee daily resident chores.
  • Conduct monthly fire drills and other evacuation drills as needed.
  • Ensure availability for crisis situations on YFT campus during off hours while coordinating with Residential Leadership.
  • Secure appointments and provide transportation to outside professionals (medical, dental, judicial, job interviews, off-campus employment, off-campus school classes, bank, etc.)
  • Input appropriate student behaviors in Kipu. Report, in writing, (narrative format) daily issues, concerns, progress, and other points of interest in the Daily Log which is passed on to the following shift of staff.
  • Reconcile monies for outings and place expense request weekly.
  • Influence, negotiate, instruct, advise, coordinate, and manage the daily operations of assigned hall/facility.
  • Conduct thorough daily room searches for each resident with particular attention given to contraband and cleanliness.
  • Managed a diverse team of professionals, fostering a positive work environment that encouraged innovation and creativity.
  • Collaborated closely with senior leadership on strategic initiatives, providing valuable input on decision-making processes based on thorough data analysis.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Support personally and professional other components of the program; i.e.; Education and Counseling.

Direct Care Staff

Childhelp
08.2020 - 02.2024
  • Responsible for direct supervision and behavior management of the children at all times.
  • Provide regular and consistent supervision of the children by providing a creative environment using appropriate limit setting and structuring techniques within the boundaries of Childhelp standards.
  • Provide for basic health needs of the children with the assistance of the medical staff.
  • Observe and record children's progress daily and complete incident reports with objectivity.
  • Assist the children in developing and implementation of educational, emotional and social skills.
  • Perform a variety of tasks to ensure the children are in a safe and healthy environment.

Behavior Support Clinician

Compass Counseling
01.2022 - 12.2023
  • Act as a liaison between clients, families, and community agencies.
  • Implements educational goals and objectives related to behavior and mental health needs.
  • Provide crisis intervention.
  • Record extensive data relative to the behaviors of the client.
  • Delivered high-quality patient care by conducting thorough assessments, developing treatment plans, and providing ongoing therapeutic support.
  • Advocated for patients within the healthcare system to ensure access to appropriate resources and services when needed.
  • Participated in case reviews with multidisciplinary teams to discuss complex cases and develop collaborative solutions for individualized care plans.
  • Improved patient outcomes by implementing evidence-based clinical practices and interventions.
  • Increased patient satisfaction scores through empathetic listening, clear communication, and timely resolution of concerns.
  • Educated patients and family members about various topics such as communication techniques or strategies to cope with and avoid personal misunderstandings.


CPB Behavioral Services
08.2022 - 08.2023
  • Act as a liaison between clients, families, and community agencies.
  • Implements educational goals and objectives related to behavior and mental health needs.
  • Provide crisis intervention.
  • Record extensive data relative to the behaviors of the client.
  • Coordinate meetings with parents
  • Documentation

Customer Service Representative, Mail Imaging Clerk II

Geico
08.2013 - 03.2019
  • Review account information with customers and any forthcoming bills due.
  • Assist customer in making a payment and send receipt of payment electronically.
  • Review, cancel, restart, and maintain policies, as well as, document any pertinent information given with regards to the policy.
  • Advise customers of documentation needed and verify that the information is accurate.
  • Sort and organize mail upon receipt and distribute to the correct location.
  • Documentation review.
  • Scan and prepare documents to be scanned.
  • Scan documents to be inputted into the system.
  • Research claim information.

Sales Associate

SHEETZ
01.2012 - 01.2013
  • Respond to customer inquiries by being knowledgeable of store merchandise, policies, and procedures.
  • Greet customers and ensure that their visit is positive.
  • Manage and balance the cash terminal drawers.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.

Dietary Aid/Cook

BRIAN REHABILITATION CENTER
01.2011 - 01.2012
  • Prepare and dispose of food using proper food handling, labeling, and safety techniques.
  • Maintain food temperatures and ensure that the kitchen is always clean, sanitized, and orderly.
  • Deliver food to the rooms of the residents within assigned time.
  • Prepared meals efficiently under time constraints for timely service during peak hours.
  • Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
  • Prepared food items in compliance with recipes and portioning control guidelines.
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
  • Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly.
  • Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
  • Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
  • Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
  • Reduced food waste significantly by implementing proper portion control and storage techniques.
  • Maintained well-stocked stations with supplies and spices for maximum productivity.
  • Enhanced customer satisfaction by consistently delivering high-quality, visually appealing dishes.
  • Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
  • Assisted in inventory management and ordering supplies, maintaining adequate stock levels for efficient kitchen operations.
  • Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
  • Communicated closely with nursing staff to fully understand special orders for customers.

Customer Service Representative

STARTEK, INCORPORATED
01.2009 - 01.2010
  • Responds to customer inquiries regarding service, billing, equipment, features, activations, and/or changes to account information via telephone, mailings, fax, or email.
  • Completes, processes, and maintains applicable paperwork and records.

Lead Teacher

Children of America
10.2006 - 11.2007
  • Develop and implement a developmentally appropriate preschool curriculum for young children.
  • Supervise children in the school to ensure safety.
  • Discuss children's development with parents.
  • Discuss identified problems and needs with professionals as appropriate.
  • Promote literacy and early education.

Pre-School Teacher

CHILDREN OF AMERICA
01.2006 - 01.2007
  • Develop and implement a developmentally appropriate preschool curriculum for young children.
  • Supervise children in the Pre-school.
  • Discuss children's development with parents.
  • Discuss identified problems and needs with professionals as appropriate.
  • Promote literacy and early education.

Child Care Counselor

CHILDHELP USA
01.2004 - 01.2006
  • Responsible for direct supervision and behavior management of the children at all times.
  • Provide regular and consistent supervision of the children by providing a creative environment using appropriate limit setting and structuring techniques within the boundaries of Childhelp standards.
  • Provide for basic health needs of the children with the assistance of the medical staff.
  • Observe and record children's progress daily and complete incident reports with objectivity.
  • Assist the children in developing and implementation of Educational; Emotional and Social Skills.
  • Perform a variety of tasks to ensure the children are in a safe and healthy environment.

Administrative Clerk

OFFICE TEAM
01.2002 - 01.2004
  • Perform administrative and office support activities for multiple supervisors.
  • Process and approve electronic and manual invoices for payment.
  • Marketing Associate (2002) Show and lease apartments, condominiums to prospective tenants.
  • Interview prospective tenants and record information to ascertain needs and qualifications.
  • Accompany prospects to model homes and apartments and discuss size and layout of rooms, available facilities and terms of lease.
  • Completes lease form or agreement and collects rental deposit.
  • Inspect condition of premises periodically and arrange for necessary maintenance.
  • Compile listings of available rental property.
  • Contact credit bureau to obtain credit report on prospective tenant.
  • Entered data into system and updated customer contacts with information to keep records current.
  • Safeguarded sensitive information by maintaining strict confidentiality protocols when handling personnel files or company documentation.
  • Input data and processed system change to generate accurate reports.
  • Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
  • Increased customer satisfaction with prompt and courteous service while addressing inquiries and concerns.
  • Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
  • Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.
  • Coordinated and maintained impressive office organization to keep facilities efficient, organized, and professional.
  • Provided exceptional customer service to both current and prospective residents, resulting in high levels of satisfaction and retention.
  • Enhanced tenant satisfaction with prompt responses to maintenance requests and effective communication.
  • Verified tenant incomes and other information before accepting lease applications.
  • Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
  • Collected monthly rent payments and other fees, always properly recording, and processing money.
  • Coordinated move-in schedules to minimize disruption for existing residents while maximizing unit availability for new tenants.
  • Worked closely with maintenance staff to expedite repairs or improvements when necessary, maintaining quality living spaces for tenants.
  • Conducted thorough background checks on applicants to maintain community safety standards and minimize delinquency risks.
  • Greeted clients, showed apartments, and prepared leases.
  • Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.

Sales Administrative Assistant

DOUGLAS-MICHAELS, LLC
01.2002 - 01.2003
  • Generate weekly and monthly reports.
  • Assign and distribute mail solicitations to account representatives.
  • Type correspondence upon request.
  • Process and disperse information pertaining to tailored mortgages.

Accounts Receivable Clerk

MEDICORP HOME HEALTH SERVICES
01.2001 - 01.2002
  • Reconcile accounts with weekly printing of invoices to patients and insurance companies.
  • Generate daily, weekly, and month end reports and resolve any discrepancies.
  • Forward all reports to the comptroller.

Customer Service Representative

ANSERV COMMUNICATIONS
01.2000 - 01.2001
  • Procure and distribute messages for various businesses.
  • Ensure customer complaints are properly logged and faxed electronically.
  • Troubleshoot cable problems for cable company customers.
  • Dispatch emergency personnel to hazardous situations when necessary.
  • 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.
  • 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.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Executive Assistant

DYNAMIC PEOPLE
01.1997 - 01.1998
  • Responsible for heavy calendar management, requiring interaction with both internal and external executives and assistants, as well as account representatives, to coordinate a variety of complex executive meetings.
  • Communicate and handle incoming and outgoing electronic communications on behalf of the executives.
  • Assist executives with preparation of presentation materials.
  • Review and summarize miscellaneous reports and documents; prepare background documents and outgoing mail as necessary.
  • Prioritize and manage multiple projects simultaneously, and follow through on issues in a timely manner.
  • Arrange travel schedule and reservations for executive management as needed.
  • Handled confidential and sensitive information with discretion and tact.
  • Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
  • Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
  • Processed travel expenses and reimbursements for executive team and senior management group.
  • Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
  • Served as a liaison between departments to facilitate effective communication throughout the company.
  • Organized and coordinated conferences and meetings.
  • Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
  • Answered high volume of phone calls and email inquiries.
  • Screened calls and emails and responded accordingly to support executive correspondence.
  • Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
  • Ensured smooth daily operations through consistent maintenance of office equipment, troubleshooting issues when necessary.
  • Collaborated on special projects to improve overall business operations within the organization efficiently.
  • Enhanced efficiency of meeting outcomes by preparing detailed minutes and action items.
  • Assisted in preparation of high-stakes presentations, contributing to successful project pitches and client meetings.

Office Clerk

WILLIAMS INNOVATIVE TECHNOLOGIES
01.1995 - 01.1997
  • Enter and maintain a log of company's parts and equipment.
  • Accountable for ordering office supplies for the Quality Assurance department.
  • In charge of recording vacation, sick leave and regular hours of department employees.
  • Coordinate department meetings.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Maintained organized files and stocked supplies to support team needs and maximize performance.
  • Increased office efficiency by maintaining accurate filing systems and streamlining administrative processes.
  • Managed incoming calls and correspondence professionally, ensuring timely responses to clients and colleagues alike.
  • Maintained an organized and clean office environment to boost staff productivity and overall morale.
  • Reduced errors in data entry tasks by implementing a thorough proofreading system before submission.
  • Streamlined document preparation by effectively utilizing software tools such as Microsoft Office Suite for drafting reports, presentations, and spreadsheets.
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Input data into spreadsheets and databases.
  • Reviewed files, records and other documents to obtain information to respond to requests.
  • Edited and proofread documents for accuracy and completeness.
  • Utilized office management software to record and track customer information.
  • Coordinated and scheduled meetings and appointments.
  • Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
  • Purchased and maintained office supplies.
  • Created and maintained detailed records of all office activities.
  • Compiled and analyzed data to produce reports.
  • Informed and supported business leaders through consistent communication and administrative support duties.
  • Edited documents to keep company materials free of grammar errors.
  • Supported staff on special assignments and ad hoc projects.

Education

Diploma -

Courtland High School
Spotsylvania, VA
06.1993

Skills

  • Typing speed of 55 wpm and 9,726 ksph
  • Multi-line phone and switchboard
  • Some medical terminology
  • Scheduling
  • Knowledge of Microsoft Office Suite, as well as, Quattro Pro, Access, Wang, AS400 Bill Tamer and Great Plains C/S Plus databases
  • Mentoring
  • Staff development
  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail
  • Verbal and written communication
  • Cash handling
  • People management
  • Relationship building
  • Client communication
  • Team building
  • Coaching and mentoring
  • Overseeing daily activities
  • Deadline management
  • Safety
  • Conflict resolution
  • Employee training
  • Leading team meetings
  • Task delegation
  • Team supervision
  • Documentation and reporting
  • Staff training
  • Giving constructive feedback
  • Call center operations
  • Account management
  • Expectation setting
  • Meeting facilitation
  • Telemarketing expertise
  • Leadership
  • Time management
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Active listening
  • Adaptability and flexibility
  • Task prioritization
  • Professionalism
  • Inventory management
  • Written communication

Interests

  • Youth mentor, providing guidance and support to empower the next generation of leaders
  • Creative Writing
  • Poetry
  • Reading
  • Looking at the sky

Timeline

Lead Staff

Youth For Tomorrow
10.2023 - Current

CPB Behavioral Services
08.2022 - 08.2023

Behavior Support Clinician

Compass Counseling
01.2022 - 12.2023

Direct Care Staff

Childhelp
08.2020 - 02.2024

Customer Service Representative, Mail Imaging Clerk II

Geico
08.2013 - 03.2019

Sales Associate

SHEETZ
01.2012 - 01.2013

Dietary Aid/Cook

BRIAN REHABILITATION CENTER
01.2011 - 01.2012

Customer Service Representative

STARTEK, INCORPORATED
01.2009 - 01.2010

Lead Teacher

Children of America
10.2006 - 11.2007

Pre-School Teacher

CHILDREN OF AMERICA
01.2006 - 01.2007

Child Care Counselor

CHILDHELP USA
01.2004 - 01.2006

Administrative Clerk

OFFICE TEAM
01.2002 - 01.2004

Sales Administrative Assistant

DOUGLAS-MICHAELS, LLC
01.2002 - 01.2003

Accounts Receivable Clerk

MEDICORP HOME HEALTH SERVICES
01.2001 - 01.2002

Customer Service Representative

ANSERV COMMUNICATIONS
01.2000 - 01.2001

Executive Assistant

DYNAMIC PEOPLE
01.1997 - 01.1998

Office Clerk

WILLIAMS INNOVATIVE TECHNOLOGIES
01.1995 - 01.1997

Diploma -

Courtland High School

Similar Profiles

CREATE PROFILE
Sheila Y. Williams