Maria Dulnuan
Regional Relationship Manager at Compassion Canada- Claim this Profile
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Bio
Credentials
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Domestic Violence Training
Peel Family Mediation Services -
Introduction to R Studio
DataCamp -
Tri-Council Policy Statement: Ethical Conduct for Research Involving Humans (TCPS CORE: 2)
Panel on Research Ethics
Experience
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Compassion Canada
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Canada
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Non-profit Organizations
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1 - 100 Employee
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Regional Relationship Manager
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Mar 2021 - Present
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World Vision Canada
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Canada
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Non-profit Organizations
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300 - 400 Employee
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Regional Coordinator
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Mar 2020 - Aug 2020
• Worked collaboratively with World Vision’s field offices to reconcile child sponsorship data. • Identified and resolved discrepancies while monitoring child data, special gifts, and correspondence reports. • Developed and managed effective working relationships with business partners and overseas field office staff. • Improved data quality, resolved process-related problems, and identified new approaches and solutions. • Worked collaboratively with World Vision’s field offices to reconcile child sponsorship data. • Identified and resolved discrepancies while monitoring child data, special gifts, and correspondence reports. • Developed and managed effective working relationships with business partners and overseas field office staff. • Improved data quality, resolved process-related problems, and identified new approaches and solutions.
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World University Service of Canada (WUSC - EUMC)
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Canada
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International Trade and Development
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200 - 300 Employee
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Resource Mobilization Officer
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Oct 2019 - Jan 2020
Volunteer assignment with Uniterra (WUSC/CECI consortium) in Lilongwe, Malawi • Developed the capacity of WUSC Malawi’s local partners in the tea, dairy, and legumes subsector by creating “Resource Mobilization 101” training. • Identified gaps and prioritized partners requiring immediate technical support by developing a needs assessment survey including partnership engagement, stakeholder intelligence, marketing, fundraising, grants management, and prepositioning of the organization. • Raised the profile of WUSC Malawi for the new 2020 phase of Canada’s volunteer cooperation program. • Created sustainable exit strategies by supporting local partners with their resource mobilization needs. Show less
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Mtandao wa Vikundi vya Wakulima Tanzania(MVIWATA)
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Tanzania
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Civic and Social Organizations
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1 - 100 Employee
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Programs Development Officer
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Jul 2019 - Oct 2019
Volunteer assignment with Uniterra (WUSC/CECI consortium) in Moshi, Tanzania • Raised the profile the small-scale, grassroots civil-society organization amongst large-scale donors such as the European Union, Japan International Cooperation Agency, Foundation for Civil Society, and TechnoServe. • Advised on strategic networking and relationship-building with donor agencies in liaison with the Field Officer. • Consolidated results and documented best practices by creating a donor map of potential funding opportunities with local and international organizations and meeting with potential partners. • Built the capacity of MVIWATA-KLM staff for business technical writing and grants management. Show less
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Philippines Team Lead, Customer Care
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May 2019 - Jul 2019
• Remotely managed the performance and development of Customer Care’s first overseas team based in Manila, Philippines. • Laid the groundwork for a pilot project for hiring a remote customer contact centre team by implementing tools, materials, and training such as a “train-the-trainer” manual and developing tools for remote leadership. • Maintained quality assurance standards through regular coaching and monitoring of emails and chats.• Communicated effectively with international team members by exercising high levels of intercultural competency.• Developed a sustainable plan for the incoming Team Lead by collaborating with team members. Show less
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Team Lead, Customer Care
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Sep 2018 - Jul 2019
• Led and managed the performance of a team of 8-14 phone representatives.• Maintained department's quality assurance standards and KPI benchmarks through regular coaching and by monitoring telephone interactions with clients.• Implemented strategies for developing team members’ potential and reaching goals by determining the team's motivators, pointing out strengths, and identifying potential areas for growth.
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Program Risk Management Officer, International Programs
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Jun 2018 - Sep 2018
• Monitored and mitigated risk across field programming by providing analysis, synopsis, recommendations, and action.• Ensured quality standards of field program internal reviews by developing appropriate monitoring tools.• Conducted risk-based desk reviews of field program semi-annual reports, program designs, and evaluations.• Audited program processes and documentation, both field-level and internal, for risks.• Applied development program theories, including its field application and limitations.• Improved contributions within international partnerships by identifying and recommending the need for specific, meaningful data and creating an insights report highlighting concerns. Show less
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Web Correspondence Specialist, Customer Care
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Dec 2017 - May 2018
• Handled the influx of both incoming and outgoing donor interactions via email, web chat session, telephone, and various social media platforms• Managed and moderated World Vision Canada's posts through Facebook and Twitter• Built donor rapport using effective communication strategies
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Trainer, Customer Care
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Jul 2017 - Dec 2017
• Developed and delivered complex training programs, courses, and documentation for cross-functional teams of over 100 staff in the Contact Centre. • Worked with internal stakeholders to understand business goals and strategies, acting as the liaison for the training department while working through the lens of the Contact Centre.• Improved process efficiencies and implemented new projects in collaboration with team members.• Managed the attendance, discipline, and training of all participants in each class, while evaluating participants' learning, relaying results to Contact Centre Managers. Show less
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Retention Specialist, Supporter Care
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Dec 2007 - Jun 2017
• Focused on supporter retention by building rapport, exercising strong attention to detail, and achieving a first call resolution in every interaction• Served as the last line of support for concerns escalated from other teams and departments • Tasks included: saving cancellations, diffusing irate callers, and promoting further opportunities while championing a positive service attitude
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Intern, Child Rights
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Jun 2015 - Aug 2015
• Facilitated community interventions to combat child abuse and exploitation, and facilitated the training and capacity-building of Child Protection Committee members. • Interviewed and evaluated the progress of children who were victims or at high-risk of commercial sexual exploitation. • Interviewed and assessed potential program beneficiaries for the 'Empowering Survivors of Child Labour Project'. • Evaluated the progress of micro loans to program participants by conducting interviews. • Drafted project success stories for International Needs Ghana’s annual report. Show less
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Education
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2016 - 2017
McMaster University
Master of Arts (M.A.), International/Global Studies -
2016 - 2017
United Nations University - Institute for Water, Environment and Health
Graduate Diploma (G.Dip), WASH -
2014 - 2016
Wilfrid Laurier University
Bachelor of Arts (B.A.), Hons. Human Rights with International Development Option -
2012 - 2013
Humber College
Diploma, Community and Justice Services
Community
