Summary
Overview
Work history
Education
Skills
Timeline
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Oriana Black

Oriana Black

Leamington Spa

Summary

A diligent and reliable individual with expertise in motivational interviewing, CBT and trauma-informed practice in the field of substance misuse. Achieved a Master's in Forensic Psychology and working as a Senior Recovery Coordinator and DV lead in community substance misuse setting. Highly organised, empathetic and dependable for an entire team. Excellent problem solving and time management skills. Superb interpersonal skills particularly in the criminal justice system with a keen ability to build trust with diverse individuals. Exceptional deadline management, consistent professional demeanour, outstanding ability to build and develop strong multi-agency relationships. Seeking independence and autonomy in full-time role in a fast-paced and challenging setting with a variety of progression routes.

Overview

7
7
years of professional experience

Work history

Senior Recovery Coordinator/Domestic Violence Lead

Change Grow Live
Coventry, Warwickshire
08.2025 - Current
  • Implemented harm reduction strategies, minimising adverse consequences of drug misuse and provide harm minimisation equipment.
  • Collaborated with multidisciplinary team to devise personalised treatment plans.
  • Compiled detailed case notes detailing client progress throughout treatment process.
  • Liaised with local health agencies for integrated care provision.
  • Built trust-based relationships ensuring open communication between service users and professionals.
  • Conducted one-on-one counselling sessions for substance abuse recovery.
  • Managed crises situations effectively, ensuring minimal disruption to other patients' recovery processes.

Dependency and Recovery Coordinator

Change Grow Live
Leamington Spa, Warwickshire
11.2022 - 07.2025
  • Lead group facilitator delivering weekly group therapy sessions promoting open communication and mutual support among patients.
  • Evaluated and addressed individual client needs and concerns through initial assessment.
  • Designed comprehensive Cognitive Behaviour Therapy support packages tailored to meet individual service user needs.
  • Completed Action Plans and End Of Service Reports within 5 and 10-day time frames.
  • Completed interventions in line with license requirements
  • Ensure adaptability based on client's needs.
  • Consistently working alongside HMPPS to ensure and promote multi-agency working
  • Monitored service user progress, escalating concerns for swift resolution.
  • Reported on case progress, updates and interventions in alignment with regulatory standards.
  • Make treatment recommendations for clients
  • Responded calmly to manage crises and emergencies.
  • Collaborated with other professionals in health and social care to coordinate holistic support.
  • Advocated on behalf of service users to protect their best interests.
  • Adhered to safeguarding principles to protect service users from risk.
  • Worked with community organisations to create access to resources and assistance to meet clients' varying needs.
  • Safeguarded client information with strict adherence to privacy and data security policies.
  • Built positive, productive client relationships for enhanced social support.

Customer Service Agent

Capita Solutions
05.2019 - 10.2019
  • Ensured smooth transactions with detailed record keeping.
  • Resolved technical issues to improve customer experience.
  • Adhered strictly to regulatory guidelines during customer interactions, maintained brand reputation.
  • Handled difficult situations calmly, delivered positive outcomes under pressure.
  • Demonstrated empathy towards customers, promoted positive brand image.
  • Worked extra hours during peak times for business continuity.
  • Dealt with sensitive information, maintained confidentiality and trust.
  • Resolved complex customer queries, improved service quality.
  • Coordinated with team members for superior customer service delivery.
  • Maintained high standards of professionalism whilst dealing with complex situations.
  • Assisted customers in navigating company website, enhanced user experience.
  • Answered incoming telephone calls from customers and detailed initial queries on Customer Relationship Management (CRM) system.
  • Logged customer information and data in secure systems, maintaining GDPR compliance.
  • Communicated effectively with stakeholders to ensure transparency and trust.
  • Improved customer satisfaction by efficiently resolving complaints and issues.
  • Developed rapport with customers through empathetic listening skills.
  • Managed customer queries for better understanding of products and services.

Community Support Worker

SENAD Community
12.2018 - 04.2019
  • Helping individuals with complex mental and physical disabilities
  • Developed warm and positive relationships with service users
  • Devised and reviewed outcome-focused support plans, accurately assessing user needs and risks.
  • Improved quality of life by supporting various aspects of personal care, including bathing and grooming.
  • Prevented hospital admissions by providing effective health crisis response.
  • Consulted with a multidisciplinary team of professionals to optimise treatment plans for complex cases.
  • Delivered emotional support to distressed clients, instilling a sense of calm and comfort.
  • Provided companionship during leisure activities for increased social inclusion of clients.

Customer Relations Advisor

Peugeot and Citroen
, Coventry
06.2018 - 10.2018
  • Processing requests from customers, taking high volumes of calls, inputting data adhering to the new data protection laws, using multiple computers in synchrony
  • Upsold products and service benefits.
  • Prioritised tasks efficiently under pressure, delivering on-time results always.
  • Developed rapport with customers to foster loyalty and repeat business.
  • Communicated new product updates effectively, leading to increased sales conversions.
  • Attained high levels of customer satisfaction through meticulous attention to detail.
  • Processing customer's payments and liaising with car dealerships nationwide.
  • Customers repairs and warranty claims and insurance policies.
  • Identified potential improvements in service delivery, resulting in increased efficiency.

Education

MSc - Forensic Psychology

Coventry University
Coventry
09.2021 - 11.2022

Bachelor of Science - Psychology

Coventry University
Coventry
06.2021

Substance Misuse

CHANGE GROW LIVE
Royal Leamington Spa, Warwickshire
11.2022 -

Diploma of Higher Education - Humanities

Warwickshire College
07.2017

GCSEs -

Myton School
07.2012

Skills

  • Motivational interviewing,
  • Behaviour change therapy
  • Development and delivery of Full Risk Reviews and Treatment plans
  • Crisis intervention
  • Evaluating risks associated with substance abuse and criminal behaviour to ensure safety and compliance with legal requirements
  • Working closely with different agencies to ensure that client services are comprehensive and effective
  • Case management proficiency
  • Discharge planning expertise
  • Medication administration principles
  • Non-Violent de-escalation techniques
  • Intake procedure administration
  • Professional ethics understanding
  • Addiction treatment approaches
  • Dual diagnosis understanding
  • Psychopharmacology knowledge
  • Group facilitation

Timeline

Senior Recovery Coordinator/Domestic Violence Lead

Change Grow Live
08.2025 - Current

Dependency and Recovery Coordinator

Change Grow Live
11.2022 - 07.2025

Substance Misuse

CHANGE GROW LIVE
11.2022 -

MSc - Forensic Psychology

Coventry University
09.2021 - 11.2022

Customer Service Agent

Capita Solutions
05.2019 - 10.2019

Community Support Worker

SENAD Community
12.2018 - 04.2019

Customer Relations Advisor

Peugeot and Citroen
06.2018 - 10.2018

Bachelor of Science - Psychology

Coventry University

Diploma of Higher Education - Humanities

Warwickshire College

GCSEs -

Myton School

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Oriana Black