Supervisor

CARRIE RYAN

**** ********* ****, ********, ** ***23 803-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Highly disciplined, metrics-driven Professional Leader with over 20 years of experience encompassing behavioral health program management, strategic account operations, and regulatory governance. Grounded in advanced behavioral psychology, possesses a proven track record of directing multi-program residential environments, managing million-dollar corporate portfolios, and ensuring 100% adherence to complex state and federal compliance standards. Expert in leveraging data analytics (Power BI) to optimize workflows, manage high-stakes crisis de-escalation, and serve as a consultative advisor to C-suite and executive stakeholders.

CORE COMPETENCIES

Program Leadership & Supervision: Layered Workforce Management, Cross-Functional Care Coordination, Trauma-Informed Care, Staff Coaching & Mentorship, Onboarding & Training.

Operations & Compliance: Joint Commission Accreditation, Regulatory Compliance, Workflow Standardization, Risk Mitigation & Auditing compliance.

Strategy & Analytics: Business Intelligence (Power BI), Dynamic Trend Analysis, Case Consultation & Advisory, Crisis De-escalation Frameworks, Multi-Stakeholder Relations.

RELEVANT CLINICAL & PROGRAM LEADERSHIP EXPERIENCE

Residential Program Manager New Hope Treatment Center, SC 1997 – 2003

Program Oversight: Directed comprehensive daily treatment, safety, and rehabilitation tracking operations for a 40-bed specialized residential therapy environment.

Staff Supervision: Directly supervised, coached, and evaluated a team of 15 case professionals, promoting a culture of accountability and high-quality care.

Regulatory Compliance: Managed 100% operational adherence to strict South Carolina Department of Social Services (DSS) licensing criteria, Joint Commission accreditation guidelines, and facility QA rules.

Care Coordination: Led therapeutic and behavioral care coordination plans, facilitating seamless cross-functional alignment between primary case clinicians, physicians, state case managers, and multi-disciplinary treatment stakeholders.

Senior Account Manager NSF-ISR Dec 2013 – Dec 2025

Risk Mitigation: Managed critical escalation pathways and standard alignments, safeguarding high-value relationships and mitigating organizational risk through proactive resolution strategies.

Call Center Supervisor Verizon Wireless Oct 2003 – Dec 2013

Operations & Coaching: Directly supervised and coached front-line teams of 10 to 14 client care professionals, driving elite execution of key performance indicators (KPIs) and strict quality assurance metrics.

Onboarding & Workforce Transition: Hand-selected to lead a critical frontline transition unit, managing cohorts of up to 20 new hires from classroom training into the live production environment. Delegated and supervised senior staff utilized as floor helpers.

Crisis & Escalation Command: Commanded the Customer Escalation Support framework, standardizing resolution logic and direct operational scripts for over 55 supervisors to ensure rapid de-escalation of tier-3 concerns.

Retention Programming: Designed and piloted a structured peer-mentor alignment program that significantly accelerated frontline speed-to-proficiency and lowered employee attrition.

ADDITIONAL BEHAVIORAL HEALTH & PROFESSIONAL EXPERIENCE

Licensed Insurance Agent Globe Life Liberty National Division Jan 2026 – Feb 2026

Completed rigorous South Carolina state licensing qualifications and legal requirements for Life, Accident, and Health insurance distribution.

Conducted comprehensive client needs analyses for mid-market accounts to evaluate security parameters and address structural protection gaps.

Unit Manager John De La Howe School, SC 1994 – 1996

Supervised 5 specialized staff members and controlled crisis safety interventions for 30 residents within a secure residential treatment environment focused on behavioral and mental health development.

Facilitated weekly cross-functional clinical assessments alongside lead physicians, educators, and licensed therapists to audit progress and dynamically course-correct tracking frameworks.

Mental Health Counselor Three Rivers Treatment Facility, SC 1996 – 1997

Provided therapeutic support within 2 secure, locked units for male and female adolescents experiencing severe mental health and behavioral challenges.

Created and led the S.O.R.T. (Sexual Offender Related Treatment) program, conducting intensive group treatment and 1:1 check-ins under the direction of a panel of physicians, psychiatrists, and therapists.

Mental Health Counselor Brattleboro Retreat 1989 – 1994

Conducted rigorous clinical observations, behavioral assessments, and 1:1 trauma-informed treatment support inside a high-security adult acute care facility under administrative panel oversight.

Served as an active member of the Critical Needs Intervention Task Force, utilizing advanced behavioral de-escalation skills and physical crisis response strategies to safely prevent patient self-harm.

EDUCATION & CREDENTIALS

Bachelor of Science (B.S.) in Psychology Keene State College, Keene, NH

Professional Licenses: Resident State Producer License for Life, Accident, and Health (South Carolina)

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