Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lisha Oliver

Portsmouth

Summary

Experienced Support Supervisor with a background in overseeing high-performing support teams. Possess skills in team management, customer service, and troubleshooting complex technical issues. Known for fostering professional development among team members and ensuring highest level of customer satisfaction. Proven ability to streamline processes to improve productivity and efficiency.

Seasoned supervisor in office and administrative support with a solid background in overseeing daily operations and enhancing workflow efficiency. Skilled in team leadership, process optimization, and conflict resolution, ensuring smooth operational flow and staff productivity. Demonstrated ability to implement effective policies that significantly improve organizational procedures. Committed to fostering professional growth within teams while maintaining high levels of accuracy and compliance.

Overview

13
13
years of professional experience
1999
1999
years of post-secondary education

Work History

Day Support Supervisors

Support Services Of Virginia
Virginia Beach
01.2023 - Current
  • Oversee Direct Support Professionals (DSPs)
  • Create schedules and manage shift coverage
  • Train new employees and provide ongoing coaching
  • Trained staff on protocols and best practices for client interaction.
  • Facilitated team meetings to discuss challenges and share solutions among staff.
  • Monitor staff performance and handle disciplinary
  • Ensure participants receive appropriate care and services
  • Help implement individualized support plans (ISPs) or care plans
  • Step in to assist directly when needed (activities, personal care, behavior support)
  • Promote independence, social skills, and community involvement
  • Plan daily activities (life skills training, recreation, vocational tasks)
  • Make sure services meet state regulations and organizational standards
  • Coordinate transportation, appointments, or community outings
  • Review and complete required paperwork (progress notes, incident reports)
  • Ensure accurate recordkeeping for audits and inspections
  • Maintain compliance with state and federal guidelines
  • Respond to behavioral challenges or emergencies
  • Implement behavior support plans
  • Train staff in de-escalation techniques and safety protocols
  • Act as a liaison between families, case managers, and upper management
  • Attend meetings (team meetings, care plan reviews)
  • Provide updates on participant progress
  • Leadership & organization
  • Patience and empathy
  • Knowledge of disability services or mental health
  • Problem-solving and crisis response

In home Aide

Y Christian Care
Norfolk
08.2019 - 09.2023
  • Assisted clients with daily living activities and personal care needs.
  • Provided companionship and emotional support to enhance client well-being.
  • Administered medications and monitored client health as directed by healthcare professionals.
  • Maintained a clean and safe environment for clients, ensuring hygiene standards were met.
  • Coordinated transportation for appointments and social activities to promote engagement.
  • Documented care provided and reported changes in client conditions to supervisors.
  • Collaborated with interdisciplinary teams to develop personalized care plans for clients.
  • Performed light housekeeping duties including laundry, vacuuming and dusting.
  • Assisted clients with daily living activities such as bathing, dressing, and grooming.
  • Administered medications according to instructions provided by physicians or pharmacists.
  • Developed individualized care plans tailored to meet each client's unique needs.
  • Organized recreational activities for clients such as reading books, playing games or taking walks outdoors.
  • Encouraged patients to participate in physical therapy exercises prescribed by a healthcare professional.
  • Prepared nutritious meals following dietary guidelines set forth by the physician.
  • Observed changes in client's physical or mental condition and reported any concerns to the supervisor.
  • Helped patients move in and out of beds.
  • Cared for patients by washing and ironing laundry, cleaning or assisting with personal care.

Customer Service Supervisor

QVC Call Center
Chesapeake
06.2013 - 02.2023
  • Supervised daily operations of customer service team at QVC Call Center.
  • Trained staff on effective communication and problem-solving techniques.
  • Resolved escalated customer inquiries with empathy and professionalism.
  • Coordinated scheduling and staffing to meet call volume demands.
  • Conducted performance evaluations and provided constructive feedback to team members.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Answered phone calls and responded to questions and concerns.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Monitored phone calls to promote better service and provide feedback.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Recruited qualified personnel when needed for open positions within the department.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
  • Interviewed, hired and trained staff to meet company objectives.
  • Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
  • Coordinated with other supervisors, combining group efforts to achieve goals.

Education

Woodrow Wilson High School
Portsmouth, VA

Skills

  • Staff training
  • Shift management
  • Individualized support plans
  • Behavioral support implementation
  • Team leadership
  • Effective communication
  • Feedback delivery
  • Team management
  • Employee development
  • Leading team meetings
  • Documentation skills
  • Teamwork and collaboration

Timeline

Day Support Supervisors

Support Services Of Virginia
01.2023 - Current

In home Aide

Y Christian Care
08.2019 - 09.2023

Customer Service Supervisor

QVC Call Center
06.2013 - 02.2023

Woodrow Wilson High School
Lisha Oliver