Summary
Overview
Work History
Education
Skills
Timeline
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Tonya Willett

Goldendale

Summary

Seasoned operations leader with over 5 years of experience managing intake teams, streamlining workflows, and optimizing public benefit delivery. Recognized for strong leadership, problem-solving, and the ability to remain calm and solution-oriented under pressure. Thrives in dynamic, fast-paced environments and brings a proven ability to lead diverse teams, train new staff, and implement process improvements using digital tools like Slack, Zoom, and Google Suite.

Overview

7
7
years of professional experience

Work History

Team Lead, Intake Operations

LiveStories – FORWARD Platform
09.2021 - 08.2025
  • Managed intake operations across 8+ public assistance programs serving residents in multiple U.S. states, including housing, small business, and utility relief programs.
  • Handled 100–150+ applicant cases daily, ensuring accurate eligibility reviews, document verification, and timely status updates.
  • Led a team of 10–12 intake specialists, developing standardized training materials and mentoring new hires to ensure program compliance.
  • Utilized Google Sheets, Slack, Zoom, and Asana to track caseloads, escalate edge cases, and coordinate with cross-functional departments.
  • Collaborated on new program launches, building intake workflows and eligibility trackers that increased operational readiness by 50%.
  • Reduced response time to applicant inquiries by 40% through the implementation of proactive communication templates and escalation procedures.

Community Health Worker / Program Director

Washington Gorge Action Program
07.2019 - 09.2021
  • Oversaw 3 community health initiatives serving 100+ clients annually in rural and underserved areas of Washington State.
  • Led a team of 5+ staff in planning and executing wellness programs, COVID-19 outreach, and support service referrals.
  • Conducted monthly presentations and distributed educational materials in both English and Spanish to increase community engagement.
  • Developed partnerships with 15+ local agencies, expanding access to mental health services, nutrition programs, and housing assistance.
  • Increased participant engagement by 60% through direct outreach, mobile clinics, and cultural events.
  • Maintained detailed case notes and data logs in agency tracking systems to monitor outcomes and grant compliance.

Youth Career Development Counselor

People for People
03.2018 - 07.2019
  • Provided individualized coaching to 100+ at-risk youth, guiding them through career planning, goal-setting, and soft skills development.
  • Coordinated weekly workshops on resume building, interview skills, and job readiness, reaching an average of 15 students per session.
  • Collaborated with local businesses to facilitate internships and employment opportunities, helping 75% of program participants secure jobs or enroll in training programs.
  • Responded to crisis situations with youth and families, implementing trauma-informed practices and coordinating wraparound services with external partners.
  • Designed personalized service plans, monitored progress, and documented case milestones for grant reporting and program evaluation.

Education

High School Diploma -

Hudson's Bay High School
Vancouver, WA
06-2005

Skills

  • Operational & Administrative
  • High-Volume Caseload Management (100 cases/day)
  • Multi-Program Coordination (up to 8 programs concurrently)
  • Workflow & Process Optimization
  • Eligibility Review & Document Verification
  • Intake Operations & Team Supervision
  • Cross-Functional Collaboration
  • Data Entry Accuracy & Documentation
  • Staff Training
  • Technical & Digital Tools
  • Google Suite (Docs, Sheets, Drive, Calendar)
  • Slack (Internal Communication & Coordination)
  • Zoom (Virtual Meetings & Trainings)
  • Excel (Data Tracking, Filters, Basic Reporting)
  • Asana or Comparable Workflow Tools
  • Community Engagement & Client Service
  • Customer Service Resolution & De-escalation
  • Youth Advocacy & Mentorship
  • Conflict Resolution & Crisis Response
  • Culturally Sensitive Communication
  • Community Partnership Development
  • Public Speaking & Information Sharing

Timeline

Team Lead, Intake Operations

LiveStories – FORWARD Platform
09.2021 - 08.2025

Community Health Worker / Program Director

Washington Gorge Action Program
07.2019 - 09.2021

Youth Career Development Counselor

People for People
03.2018 - 07.2019

High School Diploma -

Hudson's Bay High School

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