CAROL HELLER
Wausau,WI
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Front Desk Associate
Hilton Garden Inn Hotel
Wausau, Wisconsin
11.2025 - Current
- Greet guests warmly, ensuring a welcoming atmosphere at the hotel entrance.
- Manage check-in and check-out processes efficiently for smooth guest transitions.
- Answer phone inquiries promptly, providing information about hotel services and amenities.
- Coordinate room assignments and special requests to enhance guest satisfaction.
- Maintaine cleanliness and organization of the front desk area for professional appearance.
- Assiste guests with luggage and transportation arrangements as needed during their stay.
- Process payments accurately, ensuring secure transactions for all guests.
- Collaborate with housekeeping to ensure timely room readiness for incoming guests.
- Handle various administrative tasks such as filing paperwork, entering data into computer systems, photocopying documents.
- Resolve customer complaints in a professional manner while maintaining high standards of service quality.
- Welcome large volume of guests and improved overall customer service.
- Write and maintained incident reports, daily activity logs, and other documents as requested by management.
Crisis Professional
North Central Health Care
Wausau, USA
04.2025 - 11.2026
- Provided immediate crisis intervention and support to individuals experiencing mental health crises
- Assessed clients' needs and developed personalized safety plans to ensure their well-being
- Collaborated with law enforcement, medical professionals, and other community resources to coordinate appropriate care for clients in crisis
- Delivered compassionate counseling services to individuals of diverse backgrounds, fostering a safe and non-judgmental environment
- Responded promptly to crisis calls and effectively managed high-stress situations with professionalism and empathy
- Utilized active listening skills to understand clients' concerns, validate their emotions, and provide appropriate guidance
- Documented all client interactions accurately and maintained confidentiality of sensitive information in compliance with legal requirements
- Coordinated follow-up care for clients after crisis resolution, connecting them with ongoing mental health services as needed.
- Collaborated with interdisciplinary teams including psychiatrists, social workers, nurses, and case managers to develop comprehensive treatment plans for clients
Masters level CSP Case Manager
Milwaukee Mental Health Associates
Milwaukee, USA
11.2018 - 04.2025
- Executed daily operations of integrated case management functions.
- Conducted ongoing clinical assessments of mental status for individuals and families facing mental illness and trauma.
- Collaborated with high-risk clients to identify needs and establish goals for empowerment.
- Assessed functional levels aligned with community treatment plans, including client-set incentives and objectives.
- Developed and monitored ACT ITT model care plans addressing needs in crisis management and medication monitoring.
- Facilitated discharge planning by collaborating with team members on hospitalizations and follow-up with justice professionals.
- Incorporated best practice models into service delivery for individuals, families, and significant others.
- Advocated for clients while providing education on socialization and life skills to support personal goal achievement.
- Collaborated with other departments to develop strategies for improving company culture.
- Handled sensitive employee and company information with highest level of confidentiality and discretion.
Certified Vocational Rehabilitation Specialist
Department of Workforce Development, DVR
Milwaukee, USA
08.2013 - 04.2018
- Evaluate all work skills capacity to assist the clients and identifying vocational problems and formulating a vocational plan (IPE) Individual Plan for Employment.
- Analyze information from referring source, client, case history, and develop a vocational diagnosis and plan.
- Administer or arrange vocational aptitude and interest tests; interpret results to the client.
- Refer clients to workshops, schools, skills training, temporary work placements, soft skills training, resume writing, job coaching and job development.
- Work face-to-face with clients on additional ways to empower and achieve work experience and goals through individual and or group counseling.
Education
Masters of Applied Arts and Sciences - Community Counseling
Mount Mary University
Milwaukee, WI 01.2011 - 5 2013
Associates Degree Applied Sciences - Human Services
Milwaukee Area Technical College
Milwaukee, WI 01.2004 - 5 2007
Bachelor of Applied Arts and Science - Human Service Specialist
Upper Iowa University
Milwaukee 01.2009 - 10.2010
Skills
- Communication skills
- Team collaboration
- Mental health advocacy
- Case management
- Client assessment
- Safety planning
- Crisis intervention
- Community outreach
- Vocational counseling
- Resource coordination
- Trauma-informed care
- Technical training
- Critical thinking
- Interpersonal skills
- Professional ethics
- Emotional intelligence
- Conflict resolution
- Intervention planning
- Motivational interviewing
- Student needs assessment
- Individualized education plans
- Autism spectrum disorders
- Developmental disorders
- Community-based instruction
- Staff training
- Call center operations
- Complaint resolution
- Administrative support
Affiliations
- Cum Laude - Upper Iowa University. 2009/10
- Honors Society - Mount Mary University. 2011/13
- National Association of Professional Counselors 2024/25
Certification
- Certified Vocational Rehabilitation Counselor, Department of Workforce Development, 01/01/15
- LPC-IT 3000 hours supervisory, 01/01/16
Timeline
Front Desk Associate
Hilton Garden Inn Hotel
11.2025 - Current
Crisis Professional
North Central Health Care
04.2025 - 11.2026
Masters level CSP Case Manager
Milwaukee Mental Health Associates
11.2018 - 04.2025
Certified Vocational Rehabilitation Specialist
Department of Workforce Development, DVR
08.2013 - 04.2018
Masters of Applied Arts and Sciences - Community Counseling
Mount Mary University
01.2011 - 5 2013
Bachelor of Applied Arts and Science - Human Service Specialist
Upper Iowa University
01.2009 - 10.2010
Associates Degree Applied Sciences - Human Services
Milwaukee Area Technical College
01.2004 - 5 2007