Monica Pennywell
Shreveport
Summary
Dedicated Direct Support Professional with a proven track record at The Arc of Shreveport/Bossier, skilled in client documentation and crisis intervention. Successfully developed individualized care plans, enhancing client independence and well-being. Known for fostering positive relationships and maintaining a safe environment, demonstrating strong communication and organizational abilities.
Driven Front Desk Agent highly skilled in managing reservations, telephone calls, and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
31
31
years of professional experience
Work History
Direct Support Professional
The Arc of Shreveport/Bossier
10.2025 - Current
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Monitored progress and documented patient health status changes to keep care team updated.
- Assisted disabled clients to support independence and well-being.
Direct Support Professional
Volunteers of America
10.2025 - Current
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Developed and implemented individualized care plans to meet individual needs of each client.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Transported clients to medical and dental appointments to provide support.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Transported clients to and from medical appointments with safety and efficiency.
- Assisted with daily living activities, running errands, and household chores.
- Monitored clients' overall health and well-being and noted significant changes.
Residential Supervisor
Easterseals
03.2015 - 11.2024
- Recognized changes in behavior indicating potential crisis situations and took immediate and appropriate action.
- Maintained caring, supportive and safe environment for residents through careful monitoring and continuous oversight.
- Scheduled fun social and recreational activities for residents.
- Observed strict safety guidelines and regularly inspected bedrooms and common areas for any issues that posed danger to residents and staff members.
- Coordinated all staffing schedules and made sure that each shift had adequate coverage.
- Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
- Promoted positive relations between residents and staff.
- Solved grievances and complaints by collaborating with residents.
- Facilitated floor meetings to discuss concerns, review complaints, and convey information about policy changes.
- Supported personal needs of residents dealing with diverse conditions.
- Conducted daily welfare checks and coordinated with facility staff to meet resident needs.
Resident Manager
Volunteers of America
06.2009 - 03.2015
- Collected, recorded and deposited monthly rents from over [Number] tenants.
- Provided for peaceful and safe tenant relations through complaint management and conflict resolution.
- Screened and reviewed resident applications by completing credit and criminal background checks and verifying employment and previous rental history.
- Coordinated vendors such as carpet cleaners, tilers, cable suppliers, and satellite and phone service providers.
- Conducted property move-ins, move-outs and walk-through inspections.
Front Desk Agent
Holiday Inn
05.2003 - 06.2009
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered multi-line phone system and enthusiastically greeted callers.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collected room deposits, fees, and payments.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Front Desk Manager
Ramada Inn
08.1994 - 01.2003
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Resolved guest complaints by addressing issues with rooms promptly.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Checked guests in out of hotel, made reservations, and processed payments.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Attended staff meetings and brought issues to attention of upper management.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Implemented successful strategies to increase customer satisfaction.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
Education
High School Diploma -
Booker T. Washington High Scholl
Shreveport, LA05-1997
Skills
- Client documentation
- Transportation
- ADL support
- Medication administration
- First aid and safety
- Payroll
- Invoicing and collections
- Invoicing
- Expense reports
- Word processing
- Office management
- Front desk management
Timeline
Direct Support Professional
The Arc of Shreveport/Bossier
10.2025 - Current
Direct Support Professional
Volunteers of America
10.2025 - Current
Residential Supervisor
Easterseals
03.2015 - 11.2024
Resident Manager
Volunteers of America
06.2009 - 03.2015
Front Desk Agent
Holiday Inn
05.2003 - 06.2009
Front Desk Manager
Ramada Inn
08.1994 - 01.2003
High School Diploma -
Booker T. Washington High Scholl