Amanda Williams
Charleston,SC
Summary
Professional with extensive experience in call center operations and leadership. Skilled in team collaboration, conflict resolution, and performance management. Strong ability to adapt to changing environments and drive team success through strategic planning and effective communication. Known for reliability, problem-solving, and fostering positive work culture.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Crisis Call Center Team Lead
South Carolina Department of Mental Health
Charleston, SC
08.2021 - Current
- Conducted evaluations to establish measurable treatment goals for patients, enhancing their recovery process.
- Evaluated and determined clients' risk of self-harm or other dangerous behaviors.
- Acted as a client advocate to coordinate required services and resolve emergency problems.
- Designed a safe and supportive environment for clients to openly discuss personal issues.
- Maintained strict confidentiality of records relating to clients' treatment and personal history.
- Advocated for clients by coordinating essential services and resolving emergency issues, ensuring immediate support and care.
Caseworker
South Carolina Department of Social Services
Charleston, SC
03.2021 - 08.2021
- Assessed income and expense data of non-custodial parents to determine support capabilities for effective case planning.
- Offered support and direction to families while coordinating with the court system and community agencies.
- Advocated for family best interests in court proceedings, recommending balanced solutions to enhance outcomes for families.
- Documented progress in treatment plans, educational activities, and maintained updated case records.
- Evaluated income and expense data of non-custodial parents to determine support capability.
- Provided support and guidance to families while collaborating with court system and community agencies to ensure comprehensive assistance.
Customer Service Representative
South Carolina Department of Motor Vehicles
Mt. Pleasant, SC
09.2018 - 02.2021
- Updated operational records and licensing information, ensuring accuracy and compliance with regulations.
- Conducted exams and tests, graded responses, and accurately determined licensing approvals.
- Updated operational records and licensing information using database computer terminals.
- Organized and prepared tax and title documents for seamless property ownership transfers.
- Managed document reproduction, filing, and distribution of official records to maintain accessibility and integrity.
Correctional Officer
Orangeburg County Sheriff's Office
Orangeburg, SC
01.2016 - 09.2016
- Received and inspected mail, property, and funds from visitors on behalf of designated inmates.
- Assisted in developing procedures and policies to ensure facility peace and order.
- Responded to emergencies, successfully de-escalating hostile confrontations to maintain safety.
- Transported inmates securely to and from court hearings, medical appointments, and external locations.
- Conducted routine and emergency head counts, roll calls, cell searches, and confiscated contraband to uphold security.
Education
Master of Arts - Rehabilitation Counseling
South Carolina State University
Orangeburg, SC05-2024
Bachelor of Science - Psychology
South Carolina State University
Orangeburg, SC12-2017
Skills
- Clinical documentation management
- Document and Records Management
- Team management
- Research, Call Volume, and Quality Metrics
- Character Building & Mental Health Resources
Certification
AAS Certified Crisis Specialist
Timeline
Crisis Call Center Team Lead
South Carolina Department of Mental Health
08.2021 - Current
Caseworker
South Carolina Department of Social Services
03.2021 - 08.2021
Customer Service Representative
South Carolina Department of Motor Vehicles
09.2018 - 02.2021
Correctional Officer
Orangeburg County Sheriff's Office
01.2016 - 09.2016
Bachelor of Science - Psychology
South Carolina State University
Master of Arts - Rehabilitation Counseling
South Carolina State University