Kelly Sims
Abita Springs
Summary
Dedicated client care professional with a proven track record in enhancing customer satisfaction and optimizing operational efficiency. Expertise in fostering collaborative environments and achieving high performance standards, complemented by a strong background in conflict resolution and proactive problem-solving. Demonstrated success in addressing complex client issues while building long-term relationships that drive retention and loyalty. Committed to leveraging exceptional communication skills to create positive client experiences and streamline service processes.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Care Manager
A First Name Basis
Mandeville, LA
12.2025 - Current
- Coordinated care plans to meet individual client needs and preferences.
- Collaborated with multidisciplinary teams to enhance service delivery for clients.
- Monitored client progress, adjusting care strategies as necessary for optimal outcomes.
- Provided education and support to clients and families regarding health management.
- Conducted assessments to evaluate client needs, ensuring tailored care solutions.
- Developed and maintained strong relationships with community resources for additional support services.
- Streamlined documentation processes, improving accuracy and compliance in care management records.
- Mentored junior staff on best practices in client engagement and care coordination.
- Educated clients and families on community resources, treatment options and health care services to better manage conditions.
- Assessed clients and developed plans to meet needs.
- Developed strong rapport with patients and families through empathetic listening and compassionate communication techniques.
- Provided crisis intervention services when necessary by assessing risk levels promptly addressing safety concerns collaboratively with the treatment team.
- Established and maintained relationships with clients, families and community partners to coordinate services to meet client's needs.
- Managed complex caseloads, ensuring timely assessment, intervention, and documentation for optimal care outcomes.
- Facilitated family meetings to address concerns, establish goals of care, and provide psychosocial support.
- Communicated with healthcare providers to facilitate continuity of care.
- Maintained detailed records in compliance with agency standards and regulations.
- Participated in team meetings and trainings to stay updated on best practices and new developments in care management.
- Conducted thorough assessments to identify patients'' needs, strengths, and barriers to achieving optimal health outcomes.
- Participated in interdisciplinary case conferences fostering teamwork collaboration sharing best practice insights to optimize patient care outcomes.
- Responded to emergency situations and provided support to promote client safety and wellbeing.
- Evaluated clients progress and adjusted service plans to address areas of concern.
- Consulted with supervisors to assess cases and plan strategies for enhancing care.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Supervise caregivers.
Program Coordinator
Arc of GNO Northshore Community Center
06.2016 - 12.2025
- Supervises direct support staff
- Assists in training of the direct support staff
- Responsible for training and supervision of assigned consumers, including but not exclusive to community access and volunteer sites
- Assures meaningful, functional, and age-appropriate activities for the consumers.
- Develops facility activities and monitors consumer/staff implementation of these activities
- Develops and implements daily schedules for consumers
- Assures daily documentation of attendance and activities
- Reviews Monthly and Weekly Progress Notes
- Works with other staff in implementing the most positive, effective, and person-center plans for each individual. Provides guidance and support for other direct support staff in implementing individual programs
- Advocates for all program consumers as appropriate
- Assures that needed materials are available for consumer activities
- Attends and participate in training sessions as required and requested
- Provides verbal and written feedback to consumers, families, advocates, funders
Administrative Assistant
Dussouy Insurance Agency
01.2013 - 01.2015
- Coordinated scheduling and appointment management for agents and clients.
- Maintained accurate client records using agency management software.
- Assisted in preparing insurance policy documentation and renewals.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Paraprofessional
St. Tammany Parish Schools
08.2009 - 05.2012
- Substitute, Special Education Teacher's Aide
- Supported students with individualized education plans, enhancing learning experiences and promoting academic success.
- Collaborated with teachers to implement instructional strategies tailored to diverse student needs.
- Assisted in behavioral interventions, fostering a positive classroom environment and encouraging social skills development.
- Monitored student progress, documenting observations to inform educational adjustments and support services.
- Led small group instruction sessions, providing targeted assistance in core subjects to enhance comprehension and retention.
- Developed strong rapport with students by demonstrating empathy, patience, and understanding during daily interactions both inside and outside the classroom setting.
- Managed challenging behaviors using de-escalation techniques to maintain a safe and productive learning environment for all students involved.
- Assisted in the implementation of effective behavior management techniques, resulting in a more focused and positive classroom environment.
- Collaborated with teacher to create customized classroom environment integral to students' needs.
- Monitored student classroom and outdoors activities to promote student safety.
- Maintained positive attitude and affirmatively communicated with each student.
- Interacted physically and verbally with students throughout each day.
- Offered student support through special accommodations, extra assistance, and assessments.
- Participated in ongoing professional development opportunities to stay current on best practices in special education instruction and support services.
- Supported students with various disabilities through one-on-one tutoring sessions, improving their understanding of course materials and concepts.
Bartender and Server
Pinewood Country Club
01.2006 - 12.2009
- Delivered exceptional customer service in high-volume dining environments.
- Managed multiple tables efficiently, ensuring timely order delivery and guest satisfaction.
- Collaborated with kitchen staff to coordinate orders and maintain quality standards.
- Trained new servers on menu knowledge, service protocols, and customer interaction techniques.
- Resolved customer complaints swiftly, enhancing overall dining experience and loyalty.
- Monitored dining area for cleanliness and organization, adhering to health regulations.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Bussed and reset tables to keep dining room and work areas clean.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
Administrative Assistant, Occupational Therapy Tech
Hand Rehabilitation Center
01.2001 - 12.2005
- Answered phones
- Checked in patients
- Maintain patient files
- Called Workers Comp and insurance companies for authorization of therapy
- Assisted CHT with patient exercises, hot/cold therapy, parafin wax therapy
- Cleaned and disinfected office and tools
- Managed patient scheduling and appointment coordination to optimize clinic efficiency.
- Maintained and organized electronic medical records ensuring compliance with regulations.
- Assisted in preparing documentation for insurance claims, enhancing accuracy of submissions.
- Coordinated office communications between staff, patients, and external stakeholders to streamline operations.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Education
High School Diploma -
East Ascension High
Gonzales, LA05-1987
Skills
- Mental health support
- Errand assistance
- Patients with physical disabilities
- Assisting with ADLs
- House cleaning assistance
- Caregiving
- Health monitoring assistance
- Computer operation
- Mobility assistance
- Autism Experience
- Mopping
- Meal assistance
- Meal preparation
- Driving
- Daycare
- Housekeeping assistance
- Multi-line phone systems
- CPR
- Special Education
- Grocery shopping assistance
- Developmental disability care assistance
- Patient medication reminders
- Dusting
- Home & community care experience
- First aid
- Dishwashing
- Working with people with disabilities
- Rehabilitation center experience
- Technical Proficiency
- Laundry
- Emotional support for ADL
- Vacuuming
- Patients with cognitive disabilities
- Working with people with developmental disabilities
- Caring for individuals with cerebral palsy
- Experience with individuals with mental health conditions
- Intellectual disabilities support
- Microsoft Excel
- Care documentation
- Care planning
- Case assessments
- Clinical documentation
- Service coordination
- ADL support
- Discharge planning
- Care quality assessments
- Patient & family support
- HIPAA guidelines
- Records management
- Decision-making
- Schedule management
- Care delivery
- Staff supervision
Certification
- Paraprofessional 2009 to Present Certified Special Ed Teacher's Aide
- First Aid Certification May 2025 to May 2027
- CPR Certification May 2025 to May 2027
- Driver's License
Timeline
Care Manager
A First Name Basis
12.2025 - Current
Program Coordinator
Arc of GNO Northshore Community Center
06.2016 - 12.2025
Administrative Assistant
Dussouy Insurance Agency
01.2013 - 01.2015
Paraprofessional
St. Tammany Parish Schools
08.2009 - 05.2012
Bartender and Server
Pinewood Country Club
01.2006 - 12.2009
Administrative Assistant, Occupational Therapy Tech
Hand Rehabilitation Center
01.2001 - 12.2005
High School Diploma -
East Ascension High