Summary
Work History
Education
Skills
Accomplishments
Timeline
RAD-T
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Jennifer Holland

North Hollywood,CA

Summary

Dynamic counselor with extensive experience at Hope Center Recovery, skilled in substance use disorder assessment and relapse prevention planning. Proven ability to build therapeutic alliances and develop personalized treatment plans, enhancing client outcomes. Committed to maintaining compliance with HIPAA while delivering compassionate support and effective group counseling sessions.

Providing evidence-based, trauma-informed treatment to individuals with substance use and co-occurring mental health disorders. Supported clients in building sustainable, recovery-oriented lifestyles striving to collaborate with multidisciplinary teams, maintain ethical boundaries and promote long-term recovery through relapse prevention, accountability, and compassionate clinical care.

Work History

Counselor

Hope Center Recovery
2023 - 2025
  • Facilitated individual and group counseling sessions to support client recovery goals.
  • Developed personalized treatment plans based on thorough assessments of client needs.
  • Collaborated with interdisciplinary teams to enhance service delivery and client outcomes.
  • Monitored client progress, adjusting strategies to ensure effective support throughout recovery process.
  • Educated clients about coping strategies and relapse prevention techniques during sessions.
  • Maintained accurate documentation of client interactions and treatment plans in compliance with regulations.
  • Conducted intake assessments to evaluate new clients and determine appropriate intervention strategies.

Counselor-in-Training

Hope Recovery Center - Women Of Hope
2022 - 2023
  • Facilitated individual and group counseling sessions to support client recovery journeys.
  • Developed and implemented therapeutic activities to enhance emotional well-being and social skills.
  • Collaborated with staff to create a safe, supportive environment for clients in residence.
  • Assisted in conducting assessments to evaluate client needs and progress during treatment.
  • Maintained accurate documentation of client interactions, progress notes, and treatment plans.
  • Supported training initiatives for new staff members on best practices in client care.
  • Participated in team meetings to discuss client cases and develop strategic intervention plans.
  • Monitored compliance with safety protocols and organizational policies within the center.

Customer Service Representative

Pearl Interactive Network
2018 - 2021
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Demonstrated proficiency in CRM software to track and manage customer interactions efficiently.
  • Mentored new team members on company policies and best practices for customer service excellence.
  • Collaborated with cross-functional teams to enhance service delivery and streamline processes.
  • Conducted follow-ups to ensure customer satisfaction and address any outstanding issues promptly.
  • Developed training materials that improved onboarding processes for new hires within the department.
  • Analyzed customer feedback to identify trends, leading to actionable improvements in service quality.
  • Implemented new strategies that increased response times and overall efficiency in handling requests.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Client Support Professional Specialist

Pearl Interactive Network
2014 - 2016
  • Developed and implemented client support strategies to enhance customer satisfaction.
  • Led team initiatives to streamline communication processes between clients and service teams.
  • Mentored junior staff on best practices for client engagement and problem resolution.
  • Analyzed client feedback to identify trends, driving improvements in service delivery.
  • Collaborated with cross-functional teams to resolve complex client issues promptly.
  • Designed training materials that improved staff knowledge of products and services offered.
  • Conducted regular performance evaluations, ensuring high standards in client support operations.
  • Facilitated workshops to enhance staff skills in effective customer interaction techniques.
  • Achieved high customer satisfaction ratings by consistently going above and beyond in addressing client concerns and providing tailored solutions to their needs.
  • Implemented efficient support processes for improved response time and client experience.
  • Provided comprehensive technical assistance, resulting in increased product usage and customer retention.
  • Developed and maintained thorough knowledge of products and services to provide accurate information to clients.
  • Identified potential upselling opportunities by understanding client needs and aligning them with additional product offerings.
  • Maintained detailed records of client interactions in CRM systems, promoting effective collaboration among team members for case management.
  • Provided expert guidance on product features, enhancing user experience and driving brand loyalty.
  • Managed a high volume of inbound inquiries, maintaining composure under pressure while delivering exceptional service.
  • Conducted regular follow-ups with clients to ensure satisfaction and gather valuable feedback for process improvements.
  • Assisted with onboarding new clients by guiding them through account setup processes, ensuring smooth transitions into the platform''s usage.
  • Led periodic reviews of support processes to identify areas for improvement, increasing departmental efficiency over time.
  • Reduced average call wait times by implementing effective problem-solving techniques during interactions with clients.
  • Established strong relationships with clients through proactive outreach, building trust and loyalty in the brand.
  • Served as a liaison between clients and company departments, facilitating seamless coordination for issue resolution.
  • Contributed to the development of training materials for new Client Support staff, increasing departmental efficiency and consistency in service delivery.
  • Enhanced client satisfaction by promptly addressing concerns and providing effective solutions.
  • Collaborated with cross-functional teams on complex cases, working together towards speedy resolutions that exceeded client expectations.
  • Mentored junior team members by sharing best practices in handling challenging client issues, promoting a culture of continuous learning and improvement.
  • Delivered personalized client support, leading to higher overall satisfaction rates and repeat business.
  • Streamlined internal communication channels to ensure timely resolution of customer issues.

Education

Master of Science - Human Services & Counseling

Lindsey Wilson College School of Professional Counseling
Columbia KY

Bachelor of Science - Human Services & Counseling

Lindsey Wilson College School of Professional Counseling
Columbia, KY

Associate's in Arts & Science -

Southeast Community & Technical College
Cumberland, KY

Skills

  • Substance Use Disorder assessment
  • DSM-5-TR diagnostic criteria
  • ASAM Criteria (levels of care, placement decisions)
  • Individual counseling
  • Building therapeutic alliance
  • Motivational interviewing
  • Relapse prevention planning
  • Group counseling
  • psychoeducational groups
  • Process groups
  • Skills-based groups
  • Treatment planning
  • SMART goals
  • Measurable objectives
  • Progress reviews and updates
  • Clinical documentation
  • HIPAA
  • Timely, accurate progress notes

Accomplishments

  • Organized and led psychoeducational and process groups, focused on relapse prevention, emotional regulation, trauma awareness, and life skills.
  • Adapted group material to meet the needs of diverse populations, including adolescents and adults.
  • Encouraged peer support and healthy confrontation within groups, strengthening recovery community culture.

Timeline

Counselor

Hope Center Recovery
2023 - 2025

Counselor-in-Training

Hope Recovery Center - Women Of Hope
2022 - 2023

Customer Service Representative

Pearl Interactive Network
2018 - 2021

Client Support Professional Specialist

Pearl Interactive Network
2014 - 2016

Master of Science - Human Services & Counseling

Lindsey Wilson College School of Professional Counseling

Bachelor of Science - Human Services & Counseling

Lindsey Wilson College School of Professional Counseling

Associate's in Arts & Science -

Southeast Community & Technical College

RAD-T

Registered Alcohol and Drug Technician-SUD Counselor Ethics, Confidentiality, & Boundaries.

AG Management Consulting, LLC

CADTP CEU Provider # 177

CCAPP CEU Provider#1-19-315-0625



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