Management Experience Call Center

AMANDA JOHNSON,

***** ********** **, **** ********, CA 92532 714-***-**** *******.*******@**********.***

EDUCATION

California Baptist University

Masters Counseling Psychology 2016

University of Wisconsin- Green Bay

Bachelor of Science 1996

Majors: Psychology, Communications in the Arts

SKILLS

10 plus years management experience

10 plus years corporate training experience

10 plus years call center, collection billing.

6 years telehealth experience

6 years crisis counseling experience

6 years ABA therapy experience

4 years Motivational Interviewing experience

4 years process management experience with corporate policy and procedure writing

2 years case management experience

2 years working with foster children and department of social services

COUNSELING EXPERIENCE

Evolent Health/Vital Decisions

-Engagement Specialist- master’s Level Counselor

Telecare based person-centered value-based sessions for critically ill clients and their families to clarify values 2019- Present.

Develop a communication process to ensure their loved ones and medical team are aware of their wishes.

Comfortable in working with resistance and client ambivalence.

Value based driven conversations to evoke motivation for change.

Regularly uses multiple forms of technology to execute the about duties and responsibilities via Microsoft products.

Collaborative decision-making process that empowers a client to live well as their illness advances toward the end of life.

Utilize Motivational Interviewing on enhancing individual’s motivation in decision making and providing high quality service.

RI International- Riverside Mental Health Urgent Care 2017-2020

Shift Coordinator- Clinical Therapist- Team Lead-

Short-term crises care for adults with severe or chronic mental illness, providing assessment, diagnosis.

Form measurable short term treatment plans that address crisis, increase functioning, safety and stabilizing while.

Enhancing areas of support with referrals to community agencies.

Stabilize care in a short-term treatment facility utilizing milieu dynamics and therapeutic strategies.

Ensure safety and security of guests, families, staff, and property.

Support staff with on-call emergency guidance, write 51/50 involuntary holds as necessary.

Ensure program has proper staffing needs.

Counsel and address needs among recovery coaches as needed, updating progress reports.

CORC Family Counseling 2017-2019

Marriage and Family Therapy Associate

Counseling Families, Couples, Individuals, and children in a private practice setting.

Assess and diagnosis clients via client narrative, scales and length of symptoms.

Perform intake, reviewing informed consent, confidentiality, fee responsibility, Reasons for termination.

Review biosocial factors, address safety concerns and substance abuse each session and develop safety plans as necessary.

Create a measurable treatment plan from the established baseline utilizing at least two measurable treatment client-oriented goals.

Counsel children in the foster care system, billing accordingly in Riverside County approved Elmer website.

Modalities used: anger management, SFBT, TFCBT, EFT, play and art therapy.

Rancho Damacitas

Case Manager/ Clinical Therapist 2017

Provide oversight and direction regarding needs and service plan for each foster child. Service as leader, mentor, guidance to their residential treatment facility regarding milieu dynamics and therapeutic strategies. Ensure safety and security of group home, foster children, staff and house parents. Support foster youth with case management to courts, social workers, TBS, school IEP and family therapy. Develop safety plans and policies and procedures to ensure safety of youth and staff. Create measurable treatment plans from the established baseline utilizing at least two measurable treatment client-oriented goals. Trauma focused counseling for youth in the foster care system.

Moreno Valley Unified School District

Marriage and Family Therapy Associate, ERMS Counselor 2017

Create measurable IEP mental health goals to special education students ranging from TK to 12th grade. Collaborate with IEP team, parents and school district. Providing weekly counseling sessions for 30-60 minutes with each student with a social emotional behavioral IEP goal. Complete CPS reports as necessary. Manage crisis and trauma creating coping skills appropriate for the learning and brief therapy learning environment. Providing group, individual and family sessions.

Modalities used: TFCBT, SFBT, Art and play therapy

Murrieta Valley Unified School District

Marriage and Family Therapy Associate, Practicum 2015

Create measurable IEP mental health goals to special education students to Middle school students Collaborate with IEP team, parents and school district. Providing weekly counseling sessions for 30-60 minutes with each student with a social emotional behavioral IEP goal. Complete CPS reports as necessary. Manage crisis and trauma creating coping skills appropriate for the learning and brief therapy learning environment.

Modalities used: TFCBT, SFBT, Art and play therapy.

RELATED MANAGEMENT EXPERIENCE

Bank of America

Operations Project Consultant 2010-2014

Assist the project manager in development of workflow process, policy and procedures. Adherence to all Federal and State issued laws via the Dodd Frank banking laws. Audit policies and procedures and implement new loss mitigation efforts to bridge gaps, reduce risk for imposed fines. Test and validate system change to ensure streamlined process roll out to staff across country. Develop and present business acumen to leadership team and perform loan level audits, of process flow, payments, and modifications.

Mortgage Loss Mitigation Manager 2009-2010

Managed 12-16 associates for processing mortgage modifications. Audited for customer service, credit reports, taking financials, coaching on quality control audits, maintaining SLA, and identifying any inconsistencies prior to sending to underwriting. Ensure all FNMA and Bank backed loans were modified in adherence to standards set by investor. Managed all staffing and personal needs with the help of human resources. Developed quarterly personal development plans with each associate focusing on goals for improvement creating a measurable goal to rate their improvement.

Corporate Trainer/Facilitator 2006-2009

Developed training programs to maximize the use of customer empathy and satisfaction in recovery collections and loss mitigation setting on consumer and business, home, auto and credit card accounts. Managed training classes of 3-30 associates on computer systems, effective negotiations, policies and procedures. Team building, customer delight, queue ownership, federal laws and FDCPA and relationship-based collections.

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