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Customer Service Manager

Harrisburg, PA
January 31, 2014

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Linda Cordova-Morrow

*** ********** *****, **********, ** 17110

Cell: 717-***-**** Home: 717-***-**** •


YWCA of Greater Harrisburg (01/2014 – Present)

Internship Experience

• Provide supportive crisis counseling services using an empowerment model

• Responding to hotline calls and providing needs for walk-in clients related to

domestic violence and sexual assault.

• Provide accompaniments consult related to medical and legal appointments

• Assist with Domestic Violence Shelter, including intakes, and inspections

• Crisis intervention and case management

• Co-facilitate domestic violence and/or sexual assault support groups.

• Assist with prevention education programs/activities, including health fairs and

public events.

PA Counseling Services- Clinical Therapy (09/2013 – 12/2013)

• Family and individual therapy

• Referral, coordination, and linkage to other agencies, social services, and

community services

• Crisis intervention and case management

Mental Health Therapist- Internship (08/2013 – 12/2013)

T. W. Ponessa & Associates Psychiatric Outpatient Clinic

• Plan and administers therapeutic treatment, such as cognitive behavioral therapy,

solution focused therapy and stress management therapy to assist patient in

controlling disorders

• Review and read case notes on client information as to what services they

required, what plan of action was suggested as well as reviewing their personal

history and/or experiences

• Research more information on the databases online and watch tutorials on

theoretical models

Bilingual Mental Health-Case Manager (08/2010 – 09/2013)

Dauphin County Case management Unit, Harrisburg, PA

• Develop a service plan based on identified client goals and strengths

• Work closely with psychiatry, therapist, professions allied to Medicine

• Provide the highest quality telephone counseling and crisis intervention

• Evaluate clients for voluntary and involuntary commitments

• Coordinate the provision of social services, referrals and advocacy

• Provide a trusting and compassionate environment to resolve clients’ issues

• Prepare intake and discharge summaries, progress notes and services plans

• Prepare reports and maintain records in accordance with regulations

Internship Experience (09/2012 – 12/2012)

The JEREMY Project (CMU), Harrisburg, PA

• Co-facilitate small group on topics including independent living,

vocational/educational, social supports and community resources

• Assist clients with resolving conflicts and developing ways of coping with issues

• Identify recovery needs based on client’s cultural backgrounds and experiences

• Develop a strong network and provide casework services consistent with service

goal plan

Spanish Language Tutor (08/2009 - 08/2010)

Harrisburg Area Community College and The Department of Veterans Affairs

• Tutored students and proofread student papers

• Served as a Spanish-English interpreter

• Planned, developed, and utilize purposeful plan for each course

• Translated numerous documents, books, and homework assignments


(05/2008 - 05/2010)

The ARC of Dauphin & Lebanon Counties, Harrisburg, PA

• Provided individual/group counseling and crisis intervention for camp residents

• Supported all children and adults with intellectual, cognitive, developmental

disabilities and autism

Human Services Manager (01/2004 - 01/2007)

Expreso CIAL, Lima, Peru

• Supervised 50 employees while planning, and coordinating educational programs

• Delegated staff hiring, promotion and termination within 33 branch locations

• Conducted psychological testing, providing assessments and interventions

• Supervise client activities and prepare reports of client behavior and progress

Clinical Psychology Consultant (03/2006 - 8/2007)

Clinic Santa Lucia, Lima, Peru

• Assessment and psychological treatment of adults, families and children

• Coordinated interviews, evaluated clients, established diagnoses, and treatment

• Assisted clients with coaching, training and coping skills issues

• Clinical Therapies: Experienced with parent-child relationships, sexual abuse,

depression, anxiety, irritability, sleep, eating and mood disorders, and phobia


• Fluency in written and oral English/ Spanish, and proficient Italian/Portuguese


• Certification of sexual assault/domestic violence training per PCADV and PCAR

• Case management/Resource Coordination Certificate / CPR Certification and

First Aid Training

• Completing Psychometric Tests (e.g. DSM V Diagnostic) / Mental health

training / Assessments

• Strong communication, writing, research and interpersonal relations abilities

• Excellent customer service and good relationship development skills

• Microsoft Office: Word, Excel, Access, PowerPoint, Outlook and Publisher


• Enroll Part-Time in the Masters Social Work program -Temple University

Harrisburg (Expected Graduation: May 2014)

• Harrisburg Area Community College- A.A English (GPA: 3.7) 08/2008 -


• University of Federico Villarreal- B.S Psychology (GPA: 3.8)

01/2001- 09/2007

• Distinguished Alumni Award, credit evaluation reviewed by Foundation for

International Services and awarded a Bachelor’s degree in Psychology

• Professional Psychology Licensed


• 05/2009 - 06/2009, Navajo Nation Global Service-Learning Program,

volunteering at the Mariano Lake Community Elementary School in New Mexico

• 01/1998 - 01/2007, Church and Community services, Lima, Peru

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