Summary
Overview
Work History
Education
Skills
Certification
Skillsexpertise
Additionalcredentials
Professional Highlights
Timeline
Generic

Shunta Dukes

Florence,AZ

Summary

A detail-oriented Program Director, Administrator, showcasing 10+ years of strengthening community management procedures and providing effective customer service to designated communities. Proven track record maintaining facility values, fostering positive client relations, and improving client’s quality of life. Excellent communication, organizational and leadership skills. Driven to support and develop high performing teams. Motivational leader experienced in building and guiding high-performing teams in developing strong working relationships with all stakeholders. Out-of-the-box thinker committed to driving continuous improvements to enable cost savings and optimize project outcomes. Equipped with business acumen and strategic ability. Exceptional academic qualifications including currently pursuing Master of Social Work degree.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Executive Administrator, Customer Service

Living Waters Behavioral Health Services
01.2020 - 01.2023
  • Oversees development and implementation of operational policies and procedures
  • Maintains staffing levels within regulations and budgetary guidelines
  • Initiate and manage emergency procedures
  • Provided oversight of intake and placement of future residents
  • Delivered oversight of treatment of adults, activities, life skills, health and in accordance with policies and procedures
  • Oversight of compliance with federal, state, and local rules, regulations, licensing, practices, and laws
  • Developed treatment plans with clinical oversight
  • Maintained effective daily routines to support creation of positive, engaging environments and ensure consistency with schedules
  • Dispensed and managed relevant group assignments and activities that supported clients relapse prevention while being sensitive to diverse backgrounds, assessing residents needs and providing strategic solutions to optimize learning experiences while maintaining detailed records and documentation
  • Adhered to treatment plans created to continue residents’ recovery, coping skills and reinforce core concepts
  • Developed and implemented proactive behavior redirection and positive reinforcement strategies to keep all residents on task
  • Devise and maintain accurate census records, treatment plans and ongoing medical records to maintain file compliance
  • Oversight of ART meetings and input provided that would support overall goal of resident’s success
  • Promote family supportiveness through community engagement, local government agencies such as DCS, safety monitoring
  • Provided ongoing team development and support.
  • 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.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Program Director

Solid Foundations for Life
01.2015 - 01.2021
  • Development of program needs once needs assessed
  • Evaluated program’s effectiveness
  • Provided oversight of all aspects of organizational initiative
  • Designation and approval of budgets with milestones and deadlines
  • Ensured safety of at-risk youth from human services and welfare agencies
  • Provided oversight of intake and placement of future residents
  • Delivered oversight of treatment of at-risk youths, activities, life skills, health and welfare services in accordance with policies and procedures
  • Oversight of compliance to federal, state, and local rules, regulations, licensing, practices, and laws
  • Conducted daily building inspections and identified issues requiring immediate resolution to ensure optimal resident safety
  • Maintained friendly and professional demeanor when responding to injuries, accidents, and allegations of abuse and misconduct by following company policies and contacting law enforcement as appropriate
  • Offered exceptional customer service by communicating regularly with guardians of residents, answering questions, and addressing concerns with high satisfaction rating
  • Developed and implemented various innovative policies and strategies to promote client self-sufficiency
  • Provided outstanding resident support by coordinating appropriate services and therapy and managing attendance for scheduled appointments
  • Developed essential procedures for improving organizational efficiency of inventory process, including closely monitoring company inventory to maintain updated stock levels and databases
  • Developed and implemented proactive behavior modification and positive reinforcement strategies to keep all clients on task
  • Development and monitoring progress of service plans based upon each resident’s need for continued growth and development with emphasis on evidence-based practices and positive skill development
  • Provided oversight of all CFT, IEP, provided input to develop goals, track progress of goals offering team support
  • Participated in continuous improvement by generating innovative suggestions and engaging in active problem-solving activities to support teamwork, ongoing training and employee development
  • Coordinated individual referrals to obtain community services, advocate for client needs, and resolve roadblocks while promptly referring families to shelters, legal resources, and educational programs
  • Recruited, interviewed, and hired staff members offering exceptional talent, assuring selection of qualified candidates for each position.

Administrator

Building Solid Foundations LLC
01.2006 - 01.2019
  • Participated in various community events and met with local leaders to develop recreational activities for attendees and volunteers, considerably boosting community engagement
  • Conducted daily building inspections and identified issues requiring immediate resolution to ensure optimal resident safety
  • Designed and created engaging programs and monitored effectiveness against individual participant needs
  • Oversaw development of 20+ Volunteers through in-depth training and workshops
  • Increased Members involvement offering exceptional talent, assuring selection of qualified candidates for volunteer positions
  • Organized communications and information for meetings for team to positively impact performance
  • Minute Record Keeping
  • Development, ongoing oversight and compliance of Safety Policies and Procedures for organization
  • Maintained ongoing records of attendees, donations, meetings, trainings, and Biblical education.

Customer Care Manager

Nationwide Credit/OCWEN
07.2000 - 11.2009
  • Implemented effective quality control measures to minimize errors and ensure high standards of service.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Created customer support strategies to increase customer retention.
  • Facilitated open communication between team members, promoting supportive work environment that encouraged collaboration and innovation.
  • Managed department call volume of 150-200 calls per day and coordinated department schedules to maximize coverage during peak hours.

Education

Master of Social Work -

Grand Canyon University
Phoenix, AZ
09.2025

Bachelor of Sociology with an Emphasis in Social Work -

Grand Canyon University
Phoenix, AZ
01.2020

Bachelor of Arts in Biblical Leadership & Organization -

Theological Institute, Foundation
Monroe, MI
03.2016

Certified Medical Assistant -

Watterson College
California
08.1996

Certified Nurse Aide -

Carmen-Bendle
Ainsworth, MI
02.1998

Skills

  • Organizational Leadership
  • Effective Communication
  • Information confidentiality
  • Problem-Solving
  • Microsoft Outlook, Word, and Excel
  • Customer-focused
  • Time Management
  • Excellent time management skills
  • Training and mentoring
  • Exceptional telephone etiquette
  • MS Office
  • Call Center Management

Certification

  • Certified Trauma Support Specialist
  • Certified First Aid/CPR
  • Bonded Notary
  • Signing Agent
  • Behavioral Health Technician Certification
  • EQUIP I, Ohio Christian University (Equipping Leaders to Reach Our World)
  • Mental Health First Aid
  • Medication Administration/Basics
  • Cultural Competency
  • Crisis, Prevention and Intervention, Train the Trainer
  • RPPS, Train the Trainer
  • Trauma Triggers
  • HIPAA

Skillsexpertise

  • Team Building/Leadership
  • Implementation of ART/CFT
  • Budget Creation
  • Program Development
  • Program Oversight
  • Business Acumen
  • Trainer
  • Staff Supervision
  • Regulatory/Legal Compliance with DCS/DHS
  • Facilities Management
  • Customer Service
  • Development of Treatment/Service Plans
  • Community Management
  • Relationship Building

Additionalcredentials

Microsoft Office: Word, Excel, PowerPoint; ADP, Best Leadership Award, Solid Foundation Bible Church (2017 – 2018), Achievement Award for 10 Years of Pastoral Services, Solid Foundation Bible Church (2016), Member, National Association of Social Workers, Member, Toastmasters, Member, Substance Abuse & Mental Health Services Administration, Member National Notary Association, Co-Pastor, Solid Foundation Bible Church, Volunteer, New Path New Beginnings Center, Volunteer, Feed My Starving Children, Volunteer, Building Solid Foundations, Volunteer, Emily’s Children, Family engagement, Interior Design, Real Estate remodeling, Historical sights, Swimming

Professional Highlights


  • Earned a reputation for boosting resident engagement at Building Solid Foundations LLC by participating in various community events and meeting with local leaders to create recreational activities for residents.
  • Called upon to direct the development of 10-15 staff members via in-depth training, workshops, and other learning opportunities.
  • Volunteerism that supports outside agencies community engagement within Mental Health environments

Timeline

Executive Administrator, Customer Service

Living Waters Behavioral Health Services
01.2020 - 01.2023

Program Director

Solid Foundations for Life
01.2015 - 01.2021

Administrator

Building Solid Foundations LLC
01.2006 - 01.2019

Customer Care Manager

Nationwide Credit/OCWEN
07.2000 - 11.2009

Master of Social Work -

Grand Canyon University

Bachelor of Sociology with an Emphasis in Social Work -

Grand Canyon University

Bachelor of Arts in Biblical Leadership & Organization -

Theological Institute, Foundation

Certified Medical Assistant -

Watterson College

Certified Nurse Aide -

Carmen-Bendle

Similar Profiles

CREATE PROFILE
Shunta Dukes