Customer Service Operations Manager

LADEESHA TALLEY

Pine Hill, NJ ***** 856-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Experienced professional with 20+ years in IDD, healthcare, and human services. Expertise in operations management, leadership, scheduling, budgeting, and customer service. Skilled in ensuring regulatory compliance and fostering collaborative team environments. Proven success in boosting staff and client morale by 90% and improving project outcomes by 80%. Strong organizational and leadership abilities, with a focus on driving continuous improvement and delivering results in healthcare settings. WORK EXPERIENCE

Elwyn - Vineland, NJ February 2024 – Present

Residential Operations Manager

● Managed a team of over 30 Direct Support Professionals (DSPs) and supervised the programs and services provided to 45-50 adults with developmental disabilities across 10 group homes, including overseeing staff scheduling

● Monitor and evaluate the progress of individuals served through virtual check-ins, remote data tracking, and coordinating with on-site staff to ensure program goals and quality standards are being met.

● Recruited, interviewed, hired, trained and evaluated employees; achieved 50% fulfillment of job vacancies

● Managed complex budgets within multiple programs, such as personal & residential

● Implemented and monitored individualized habilitation plans in compliance with state, federal and agency regulations.

● Created, edited, and designed documents such as interactive forms, training materials, process documents, job descriptions, and behavioral reports

● Investigated accidents and injuries while providing outcomes and solutions to the Director of Quality Assurance

HollyDell School - Sewell, NJ July 2007 - March 2024 Program Coordinator Supervisor/ Senior Direct Support Professional/ Behavioral SP

● Devised and executed program activities and schedules aligning with predefined goals and objectives

● Oversaw daily program operations, ensuring strict adherence to relevant policies and regulations, and effectively managed a team of 20+ staff and 40+ clients

● Fostered team communication by coordinating routine meetings and conference calls among members

● Conducted analysis of current program expenditures, collaborating with the director to implement cost-saving measures, thereby contributing to increased savings to the bottom line

● Administered direct care to individuals with Autism and intellectual/mental behaviors and developmental disabilities, emphasizing activities of daily living and communication skills

● Maintained progress notes, systematically documenting changes in behaviors, and medical conditions SKILLS

● First Aid & CPR certified

● Knowledge of EMR systems, DDD, ISP, CDS

● Program Development & Curriculum Planning

● Team Leadership & Staff Training

● Data Analysis & Reporting

● Problem Solving & Conflict Resolution

● Budget Management & Resource Allocation

EDUCATION

MedCerts – Livonia, MI May 2023 – Present

HSPA – CRCST Certs (in progress)

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