• Apr 2023 - Present

• May 2022 - Apr 2023

Case Worker: • Responsible for the overall case management of clients on their journey in the Trades industry through assessment, planning, facilitation, and advocacy for options and services to meet an individual's needs to promote optimal outcomes. • Key activities: Collecting information, making decisions, coordinating and actioning activities; reviewing, monitoring, guiding and directing cases towards resolution. • Complete intake with new client registrants for Trades Connect program by phone or in-person interviews• Interview clients to determine their eligibility within the three pathways and its programs: Industrial Transportation, Information Technology and Construction • Provide a prompt response to all emails, phone calls and queries with excellent customer service skills and a mindset to resolving any issues.• Keep clients informed of the status and progress of their case, ensuring they are fully engaged• Maintain data entry to track client progress across multiple forums (excel, Hubspot, OCMS)Outreach Worker: • Plan activities and outreach events in collaboration with team members, program partners, other agencies, and the general public in order to recruit new candidates for Trades Connect program • Identify and co-ordinate wrap-around supports by submitting internal referrals to programs and services offered across TNO - The Neighbourhood Organization• Identify and co-ordinate client needs by submitting external referrals to services such as Food Bank agencies, Clothing Banks, dentists/doctors and walk-in clinics• Ensure that policies and procedures are being upheld and implemented across all aspects and areas of work Show less

Operations Administrator

• Dec 2020 - May 2022

Locating: • Assisted in the enrollment of new hires into the database (PRISM) • Scheduled and ensured attendance for classes/courses such as Orientation, Level 2 Training, First Aid and CPR C training, and Lawful Subject Control/Handcuffing. Academy: • Enrolled interested members in the online and in-class Basic Security Training class. • File management: Ensured proper filing of required documents and completion of courses. • Assisted students in scheduling their exams through the online booking system • Assisted successful students with registering for their Security License through the Service Ontario website. Operations Admin: • Admin for three operations teams: Islanders, Falcons, and Alliance. • Prepared daily reports for management (i.e. Workflow reports, Reaction Routines) for all three teams • Attended to the requests/inquiries of guards from all three operations teams. • Ensured that licenses, certificates, and other required documents were up to date and in accordance with the law. • Assisted guards in renewing their licenses, certifications, and enrollment into development courses to enhance their profiles for further growth within the security industry. Show less

New Hires Supervisor/Subject Matter Expert

• Sep 2017 - Apr 2021

• Created action plans and monitoring agent KPIs and Customer Advocacy Behaviours • Resolved escalated customer issues and concerns in a timely manner to ensure customer satisfaction while demonstrating active-listening, empathy and great problem-solving skills • Observed and analyzed the overall efficacy of team agents to ensure smooth delivery of day to day tasks • Monitor calls and track agent improvement by submitting daily reports on agent behaviours and soft skills • Created action plans and monitoring agent KPIs and Customer Advocacy Behaviours • Resolved escalated customer issues and concerns in a timely manner to ensure customer satisfaction while demonstrating active-listening, empathy and great problem-solving skills • Observed and analyzed the overall efficacy of team agents to ensure smooth delivery of day to day tasks • Monitor calls and track agent improvement by submitting daily reports on agent behaviours and soft skills

• Jun 2017 - Aug 2018

• Summer 2017: June - August• Summer 2018: June - August• Program planned activities for two sessions of camp dedicated to creating fun and learning recreational opportunities for the campers• Identify and respond to camper concerns and issues promptly• Communicate with parents regarding camp agenda, activities and daily occurrences• Maintain accurate camp records such as daily attendance, incident reports, and logs

• Feb 2017 - May 2017

• Answered phone calls and questions/concerns from clients and visitors of the Employment Centre• Held one-on-one sessions with entrepreneurs/clients interested in establishing a small home based business and went over business plans, goals and requirements• Facilitated workshops on Employment Standards Act and Human Rights, Basic Computer Skills for Work, Job Search, Marketing skills, and Microsoft Word & Excel• Developed resumes and cover letters for clients looking for employment

Community Peer Support Worker for Mental Health

• May 2017 - Dec 2017

• Organize and conduct outreach for Wellness Cafes around the town • Engage discussion and conversations about wellness, mental health, self-compassion and compassion among communities • Organize and conduct outreach for Wellness Cafes around the town • Engage discussion and conversations about wellness, mental health, self-compassion and compassion among communities