Kylie Durand
Santa Fe,NM
Summary
Detail-oriented and highly motivated professional with a background in psychology, mental health support, and client advocacy. Demonstrates strong crisis management skills, emotional resilience, and the ability to remain calm and focused in high-pressure environments. Experienced in active-listening, de-escalation, and communicating effectively with individuals in distress. Proven ability to prioritize rapidly changing situations, and coordinate responses with accuracy and efficiency. Committed to public safety, confidentiality, and providing compassionate, clear communication during emergencies.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Case Manager & Crisis Advocate
Esperanza Shelter
Santa Fe, NM
10.2025 - 04.2026
- Provide trauma informed case management and advocacy to survivors of domestic violence and human trafficking.
- Conduct regular follow-ups to assess client progress and adjust care plans accordingly.
- Develop safety plans tailored to individual client circumstances and risk factors.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
Victim Advocate
YWCA Billings
Billings, MT
08.2023 - 10.2025
- Applied trauma-informed care practices to support diverse survivor populations effectively.
- Collaborate with local law enforcement to provide comprehensive support for clients' legal rights.
- Maintain accurate and confidential client records in compliance with organizational protocols.
- Conduct risk assessments during client intake to identify immediate needs and concerns.
- Provided crisis intervention during emergencies involving clients or local community members who were experiencing trauma related to crime exposure or victimization incidents.
- Advocated for survivors by providing emotional support during crisis situations.
Mental Health Worker
Yellowstone Boys and Girls Ranch
Billings, MT
05.2022 - 08.2023
- Conducted regular assessments to monitor client mental health and emotional well-being.
- Collaborated with multidisciplinary teams to develop comprehensive treatment plans for clients.
- Utilized crisis de-escalation techniques during high-stress situations involving youth clients.
- Documented client interactions and treatment progress in electronic health records accurately.
- Led psychoeducational groups on topics such as stress management and coping skills, empowering patients to better manage their mental health challenges.
- Supported individuals throughout recovery process by helping them identify triggers develop strategies for managing symptoms and maintain sobriety.
- Advocated for patient rights and well-being by addressing concerns with appropriate supervisory staff, ensuring that all patients received quality care.
Delivery Driver
Grubhub for Drivers
Billings, MT
09.2020 - 10.2021
- Navigate routes efficiently using GPS technology to optimize delivery times and reduce delays.
- Communicate promptly with customers regarding order status and any potential issues.
- Maintain vehicle cleanliness and perform routine checks to ensure safe operation during deliveries.
- Manage customer feedback effectively, addressing concerns to enhance overall service satisfaction.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
Waitress
Bernie’s diner
Billings, MT
05.2021 - 09.2021
- Process customer payments accurately and efficiently using point-of-sale systems.
- Collaborate with kitchen staff to ensure timely food preparation and delivery.
- Maintain a clean and organized dining area, adhering to health and safety standards.
- Train new waitstaff on restaurant procedures and customer service best practices.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
Delivery Driver
Pizza Hut
Billings, MT
06.2020 - 03.2021
- Handle cash transactions accurately, providing customers with correct change and receipts.
- Follow food safety protocols while transporting items, ensuring compliance with health regulations.
- Completed on-time deliveries by choosing best and most efficient routes.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
Field worker/ greenhouse technician
Canyon Creek Nursery
Billings, MT
05.2019 - 08.2020
- Conducted routine inspections of plants to assess health and growth conditions.
- Assisted in inventory management by tracking plant supplies and equipment levels.
- Collaborated with team members to enhance greenhouse operations and efficiency.
- Weeded, thinned and pruned crops to encourage good growth.
Waitress
Old Chicago Pizza
Billings, MT
06.2019 - 06.2020
- Handle customer complaints promptly, resolving issues to enhance guest satisfaction.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
Welder/Fabricator
Trapper Creek Job Corp
Darby, MT
01.2018 - 01.2019
- Fabricated metal components using various welding techniques to meet project specifications.
- Interpreted blueprints and technical drawings to accurately execute welding tasks.
- Utilized MIG and TIG welding processes proficiently for diverse fabrication needs.
- Welded in flat, horizontal, vertical, and overhead positions.
Camp logistics team - crew boss
United States Forest Service
Darby, MT
06.2018 - 08.2018
- Supervised daily camp operations, coordinating logistics to support firefighting efforts effectively.
- Conducted routine inspections of equipment and supplies to ensure operational readiness.
- Managed inventory levels of firefighting supplies, facilitating timely restocking as needed.
- Improved crew productivity by implementing efficient task delegation and time management techniques.
Education
Bachelor of Science - psychology
Montana State University-Billings
Billings, MT05.2023
Vocation - Welding
Trapper Creek Job Corps
Darby, MT01.2019
Diploma - undefined
Trapper Creek High School
Darby, MT12.2018
Skills
- Organizational skills
- Email and telephone etiquette
- Case management
- Detailed observation and documentation
- Time Management
- Active listening
- Maintaining confidentiality
- Attention to detail
- Critical thinking and analysis
- Relationship building
- Positive attitude
Certification
Driver's License
Timeline
Case Manager & Crisis Advocate
Esperanza Shelter
10.2025 - 04.2026
Victim Advocate
YWCA Billings
08.2023 - 10.2025
Mental Health Worker
Yellowstone Boys and Girls Ranch
05.2022 - 08.2023
Waitress
Bernie’s diner
05.2021 - 09.2021
Delivery Driver
Grubhub for Drivers
09.2020 - 10.2021
Delivery Driver
Pizza Hut
06.2020 - 03.2021
Waitress
Old Chicago Pizza
06.2019 - 06.2020
Field worker/ greenhouse technician
Canyon Creek Nursery
05.2019 - 08.2020
Camp logistics team - crew boss
United States Forest Service
06.2018 - 08.2018
Welder/Fabricator
Trapper Creek Job Corp
01.2018 - 01.2019
Vocation - Welding
Trapper Creek Job Corps
Diploma - undefined
Trapper Creek High School
Bachelor of Science - psychology
Montana State University-Billings
Additional Information
- Authorized to work in the US for any employer
- Graduated Magna Cum Laude, class of 2023.
- Inducted into Psi Chi: The International Honor Society In Psychology.
- Currently serving as the secretary of the Billings chapter of Psi Chi.
- Served on a search committee to hire a new professor for the Psychology department.
- Helped professors submit research for meta-analysis.
- Tutored for chemistry and psychology.
- Graduated from Trapper Creek Job Corps as valedictorian, class of 2018.