Sophia Harper
Petersburg
Summary
Results-driven Program Manager with expertise in project management, process improvement, and client relationship management. Demonstrated success in delivering projects on time and within budget, optimizing team performance, and enhancing operational efficiency.
Overview
26
26
years of professional experience
Work History
Program Manager
Gateway Behavioral Health Services
Petersburg
02.2025 - Current
- Managed cross-functional teams to deliver projects on time and within budget constraints.
- Facilitated stakeholder meetings to gather requirements and ensure alignment on project objectives.
- Developed and implemented process improvement initiatives that enhanced operational efficiency.
- Coordinated resource allocation across multiple projects to optimize team performance.
- Monitored program performance tracking metrics to evaluate progress toward strategic goals.
- Created comprehensive project documentation to support transparency and accountability.
- Streamlined communication processes to improve information sharing within the team.
- Collaborated with healthcare providers to enhance patient care program initiatives.
- Evaluated program outcomes and recommended adjustments to improve service delivery.
- Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
- Controlled expenditures and reported monthly actual performance.
- Assisted in developing training materials for new hires involved in the program activities.
- Prepared staff work schedules and assigned team members to specific duties.
- Formed and sustained strategic relationships with clients.
Program Manager
Eastern Virginia Advance Care
Petersburg
10.2022 - 06.2025
- Executed risk management strategies to identify and mitigate potential project challenges.
- Identified opportunities for cost savings through budget review and resource optimization.
- Collaborated with healthcare providers to enhance patient care program initiatives.
- Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
- Provided guidance and support to team members in order to achieve targets within defined deadlines.
- Managed external client and business partner relationships.
- Prioritized tasks and managed teams throughout multiple projects.
- Generated and delivered reports, program review presentations and other program status updates.
- Reviewed customer feedbacks on a regular basis in order to identify potential areas of improvement in service delivery.
- Assisted in developing training materials for new hires involved in the program activities.
- Implemented best practices in order to maximize efficiency of operations.
- Monitored and reported on program financial performance, implementing cost-control measures to stay within budget constraints.
- Delegated work to staff, setting priorities and goals.
- Formed and sustained strategic relationships with clients.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Receptionist
Eastern Virginia Advance Care
Petersburg
10.2020 - 06.2025
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled and confirmed appointments.
- Greeted visitors and provided them with assistance.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Scheduled appointments for clients, customers, and other visitors.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Assisted with special projects assigned by management when required.
- Monitored office supplies inventory and placed orders when necessary.
Admissions Assistant
Intercept
Chester
01.2018 - 08.2019
- Organized and maintained electronic and physical files for efficient access and retrieval.
- Maintained accurate records of clients communications to improve follow-up processes.
- Facilitated communication between departments to resolve applicant issues efficiently.
- Implemented strategies to improve the accuracy of data reporting and analysis.
- Maintained professional, welcoming and orderly reception area to greet guests.
- Responded promptly to inquiries via email or telephone calls concerning admission requirements or deadlines.
- Helped complete admissions packets and submitted paperwork to professionals for review and processing.
- Prepared and distributed admissions materials such as brochures, pamphlets, applications.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
Case Aide
Intercept
Chesterfield
10.2017 - 01.2018
- Provided administrative support to case managers, including filing and organizing documents.
- Advised clients on available options based on current laws, regulations, policies, and procedures.
- Collaborated with other organizations to locate resources for clients such as housing assistance or job training programs.
- Facilitated communication between clients, caseworkers, and other stakeholders involved in a case.
- Developed strategies for resolving disputes between parties involved in a case.
- Conducted research on relevant issues related to the client's case.
- Assessed client needs through interviews and assessments of family dynamics, economic situation, and health status.
- Developed professional working relationships with parents and children to help connect each with relevant services.
- Provided emotional support to clients dealing with difficult life circumstances or transitions.
- Created reports summarizing outcomes of cases handled by the agency.
- Backed up social workers with running daycare, facilitating client groups and assisting with foster care.
- Prepared written materials such as letters or memos related to specific cases.
- Collaborated with multidisciplinary teams to develop individualized service plans for clients.
- Gathered information from clients regarding their financial status and living arrangements.
- Helped individuals address disabilities and put together career plans.
- Prepared patients for self-management and decision-making responsibilities.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Connected individuals with relevant community resources and coordinated referrals.
- Reminded patients to take prescribed medications or nutritional supplements.
Instructional Assistant
Dinwiddie County Public Schools
Dinwiddie
08.2015 - 10.2017
- Assisted in lesson preparation by organizing instructional materials and resources for classroom activities.
- Supported teachers in implementing individualized education plans for students with diverse learning needs.
- Facilitated small group discussions to enhance student engagement and comprehension of lesson content.
- Monitored student progress and communicated findings to teachers during regular team meetings.
- Created and maintained a positive learning environment through effective classroom management techniques.
- Conducted informal assessments to identify student strengths and areas needing improvement.
- Collaborated with special education staff to provide tailored support for students with disabilities.
- Encouraged student participation by fostering a supportive and inclusive classroom atmosphere.
- Assisted in organizing school events and activities to promote community involvement.
- Provided one-on-one assistance to students struggling with specific academic challenges.
- Provided classroom support throughout planned instruction and individual lessons.
- Monitored students in class, hallways, and cafeteria to enforce school rules.
- Assisted teachers in providing accommodations for students who need additional support.
- Implemented behavior management strategies designed by the teacher or behavioral specialist.
- Developed positive relationships with students, parents, colleagues, administrators, and community partners.
- Supported classroom teachers by supervising students during lunch and recess periods or field trips.
- Cleaned and organized classrooms, materials, and supplies.
- Delivered instruction individually or in small groups with support from instructor.
- Monitored student progress and provided feedback to teachers regarding student achievement.
- Worked one-on-one with special needs students to help navigate through school challenges.
- Distributed classroom materials, pencils, paper, and art materials.
- Collaborated with other staff members to ensure that all students had access to a quality educational program.
- Attended training sessions on best practices for working with students with special needs.
- Conducted assessments of student skills to identify needs and develop instructional plans.
- Monitored student progress and provided feedback to teachers.
- Communicated effectively with parents regarding student progress and concerns.
- Scheduled teaching observations to receive supervisor feedback about teaching performance.
Residential Counselor/Case Manager
Alpha House
Petersburg
01.2006 - 12.2009
- Assisted in developing individualized care plans based on each resident's unique needs and goals.
- Coordinated recreational activities that promoted physical health and social interaction among residents.
- Monitored resident behavior to identify potential issues and implemented appropriate interventions.
- Facilitated group discussions to encourage open communication and teamwork among residents.
- Documented progress notes and observations to inform case management and treatment updates.
- Implemented crisis intervention strategies to de-escalate tense situations and ensure resident safety.
- Educated residents on coping skills and self-care techniques to enhance their well-being.
- Provided support during family meetings to foster understanding and communication between residents and their families.
- Trained new staff members on facility procedures, policies, and best practices for resident care.
- Organized community outreach programs to enhance residents' engagement with local resources.
- Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.
- Participated in team meetings to discuss updates on client progress as well as strategies for improvement.
- Created a safe environment that promotes self-expression, respect, trustworthiness, responsibility, empathy, and acceptance among residents.
- Completed daily resident welfare checks and coordinated with facility staff to meet resident needs.
- Developed therapeutic relationships by providing emotional support and positive reinforcement to clients.
- Facilitated group meetings, activities, and workshops for clients to help them develop social and interpersonal skills.
- Made regular rounds to keep residents and areas safe and secure.
- Monitored client progress, documented observations, and reported changes in behavior to supervisors.
- Maintained accurate records of client information including medical histories, medications administered, counseling sessions attended.
- Supervised medication administration according to physician instructions.
- Conducted intakes of new clients and developed individualized treatment plans based on their needs.
- Ensured compliance with all safety regulations set forth by local authorities.
- Compiled residents' daily activities and quantities of supplies used to prepare reports
- Answered telephones and routed calls or delivered messages.
- Chaperoned group-sponsored trips and social functions.
- Accompanied and supervised students during meals.
Human Services Care Worker
Southside Virginia Training Center
Petersburg
04.2000 - 04.2004
- Developed individualized treatment plans based on client needs and goals.
- Acted as an advocate for clients when communicating with outside agencies or organizations.
- Created positive relationships with clients through active listening and understanding.
- Monitored medication administration and provided support to ensure proper use of medications.
- Performed housekeeping duties such as laundry, meal preparation, grocery shopping when necessary.
- Administered assessments to evaluate levels of functioning and develop appropriate strategies for improvement.
- Collaborated with multidisciplinary teams including psychiatrists, psychologists, nurses, social workers.
- Facilitated communication between clients, their families, and other service providers.
- Developed individualized plans for clients based on their needs and preferences.
- Assisted in monitoring the health, safety, and well-being of individuals with disabilities.
- Conducted recreational activities such as outings or field trips.
Education
High School Diploma -
Dinwiddie High School
Dinwiddie, VA06-1999
Some College (No Degree) - Human Services
John Tyler Community College
Chester, Virginia, VASkills
- Project management
- Process improvement
- Budget management
- Risk assessment
- Client relationship management
- Effective communication
- Conflict resolution
- Time management
- Documentation proficiency
- Program documentation
- Relationship building
- Verbal and written communication
Timeline
Program Manager
Gateway Behavioral Health Services
02.2025 - Current
Program Manager
Eastern Virginia Advance Care
10.2022 - 06.2025
Receptionist
Eastern Virginia Advance Care
10.2020 - 06.2025
Admissions Assistant
Intercept
01.2018 - 08.2019
Case Aide
Intercept
10.2017 - 01.2018
Instructional Assistant
Dinwiddie County Public Schools
08.2015 - 10.2017
Residential Counselor/Case Manager
Alpha House
01.2006 - 12.2009
Human Services Care Worker
Southside Virginia Training Center
04.2000 - 04.2004
High School Diploma -
Dinwiddie High School
Some College (No Degree) - Human Services
John Tyler Community College