Call Center Front Desk
Resume:
Heidi Romine
PROFESSIONAL COUNSELOR
Palmdale, CA 661-***-**** ***********@*****.***
Objective
Empathetic and driven counseling professional with extensive experience supporting individuals facing addiction, trauma, developmental challenges, and housing instability. Skilled in individual and group therapy, intake assessments, case management, and crisis intervention. Passionate about promoting healing, resilience, and long-term empowerment through ethical care and community engagement.
Experience
Developmental Pathways Behavioral Therapist January 2025 – August 2025
Provided personalized care to children with autism in a structured residential setting
Implemented behavior support and communication plans
Maintained safety protocols and collaborated with clinical staff
Alpha Recovery Center Substance Abuse Counselor July 2023 – March 2024
Conducted pre-admission screenings and intake assessments
- Built rapport with incoming clients to support a safe and trusting transition
- Monitored client well-being through scheduled rounds and respiratory checks
- Recorded vital signs and coordinated closely with LVNs based on care level
- Oversaw medication counting and administration observations
- Delivered weekly individual and group counseling sessions
- Completed required documentation in compliance with facility protocols
- Collaborated with cross-functional staff to maintain continuity of care
Casa Leona Recovery Center Substance Abuse Counselor July 2021 – June 2023
- Completed intake and assessment procedures within designated timeframes
- Provided individual and group therapy focused on recovery, reflection, and empowerment
- Monitored client safety through scheduled rounds and behavioral observations
- Recorded and reported vitals in coordination with LVNs to ensure personalized care
- Managed medication counts and distribution per facility guidelines
- Collaborated with staff to support smooth daily operations and therapeutic goals
- Maintained thorough documentation in compliance with ethical and clinical standards
Psyclarity Health Residential Technician July 2024 – March 2025
Assisted clients with daily routines and encouraged engagement in wellness activities
Provided emotional support and fostered a welcoming residential atmosphere
Conducted safety rounds every 20 minutes, maintaining awareness of client status
Monitored sleep posture and respiration as part of care protocols
Supported LVNs by recording vitals according to individualized care plans
Collaborated with interdisciplinary staff to meet client needs
G6 Hospitality Front Desk Supervisor July 2017 – January 2020
Oversaw front desk operations and managed scheduling for hotel staff
Facilitated employee onboarding, training, and conflict resolution
Handled guest check-ins/outs, reservation inquiries, and customer complaints
Maintained communication through email, calls, and on-site coordination
Rose Garden Front Desk Supervisor February 2016 – November 2017
Greeted and checked in guests with professionalism and warmth
Managed reservations, ensured accurate billing, and addressed guest needs
Supervised housekeeping coordination based on room availability
Handled guest check-ins/outs, reservation inquiries, and customer complaints
Quality Inn Red cliffs Guest ServiceAssociate May 2012 – January 2016
Managed guest registrations, room assignments, and account audits
Oversaw nightly reports and balanced financial records
Assisted with light food service and maintained common areas for guests
Helena Housing Authority Housing Choice Voucer Specialist December 2010 – January 2012
Processed applications and conducted screenings for housing assistance eligibility
Provided case management and connected clients with community support services
Advocated on behalf of residents while ensuring confidentiality
Maintained organized documentation and communication with partner agencies
Career Training Institute Case Manager January 2009 – December 2010
Supported at-risk youth in education, employment, and community engagement
Conducted individual intake assessments and tailored service plans
Facilitated access to local resources and maintained ongoing participant relationships
All Season Heating & Air Conditioning Office Manager August 2004 – January 2009
Prepared payroll and managed quarterly tax submissions
Scheduled service appointments and coordinated technician routes
Ordered supplies, resolved billing issues, and maintained QuickBooks records
Oversaw nightly reports and balanced financial records
Education
Unviversity of Phoenix Masters of Science Licensed Marriage & Family Therapy Current 2025 *Phoenix Arizona
Grand Canyon University Masters of Science in Addiction Counseling August 2020 – July 2023 *Phoenix Arizona
University of Montana Bachelors of Arts in Psychology & Sociology with an emphasis on Criminology August 2000 – May 2005
*Missoula, Montana
Skills & abilities
• Trauma-Informed Care
• Empathetic Listening
• Cultural Sensitivity
• Treatment Planning
• Client-Centered Approach
• Trainings and Certificates
Verizon Wireless Customer Service Training
• Top 5 Ranking in the U.S. for Customer Service training programs
Department of Labor
• Work Force Investment Act Training
Beki Brandborg/Rocky Mountain Developmental Counsel
• Financial Literacy & Money Management
Jane Rhodes/Professional Development Center
• Customer Service Training, Dealing with Angry Customers, Win/Win Communication
Choice Advantage Online
• The ‘How To’ Basics of choiceADVANTAGE
Office of Public Instruction
• Pep Training (Parent Empowerment Program)
Nan McKay University Online
• Nan McKay HCV & Public Housing Rent Calculation
National CPR Foundation Certification
• CPR/EAED/First Aid ID 91G98B8. ID EF515E
Water Safety Training
• Online Class
Food Handlers Permit
• Online Class
Sexual Harassment Training
• Online Class
CCAAP
• RADT Certification
Community Involvement
CAWS II (Capital Area Workforce System)
Active in CAWS II Weekly Juvenile Community Meeting
Adult Learning Center monthly meetings
Led youth-focused science camps and adult learning initiatives
Washington Foundation and Exploration Works Science Camp (for at risk youth
Financial Literacy, Win/Win Communication, and Customer Service
Trained in Financial Literacy, Win/Win Communication, and Customer Service
REFERENCES:
Lisa Newman Supervisor Career Training Institute
347 Last Chance Gulch
Helena, MT 59601
(406)443-800 Cell 406-***-****
(406)443-801
(406)443-802
Email: *******@******.*** l
Sheila Hogan CEO of Career Training Institute
347 N Last Chance Gulch
Helena, Mt 59601
Email: ***********@**.***
Greg Daily Community Acquaintance
1930 9th Ave
Helena, MT 59601
Email: *****@**.*****-*****.**.**
Jeffrey Hunt GM Quality Inn Red Cliffs
912th St. Red Cliffs
Washington, Utah, Mt 59601
Lourdes Martinez General Manager at Rose Garden Inn
1585 Calle Joaquin
San Luis Obispo, CA 93403
Email: *******@*****.***
Cordi Martin Program Manager at Casa Leona Recovery Center
122490 Casa Valley Road
Leona Valley, CA 93551
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