So what you're saying is that, in order to avoid becoming mentally unstable because of conflicting emotions resulting from her kind spirit and mental trauma, she exerts control over herself by all but ignoring said emotions whenever she can, refusing to acknowledge the memories that led her to that state, but ultimately she is inclined to be warm and kind, and would be so if not for the events that forced her to close off her heart?

Now that it's being explained, it kinda sounds like Charles' situation. He does much the same thing himself, closing his heart to any serious emotion to avoid having to think about the day his father died trying to save him, which he blames himself for. He believes that he can't afford to let anybody close, both to protect his own mind and to keep them safe from him.