Viviana Tirado

Bridging Programs Coordinator at Mennonite New Life Centre
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Contact Information
us****@****om
(386) 825-5501
Location
Greater Toronto Area, Canada, CA
Languages
  • English Full professional proficiency
  • Spanish Native or bilingual proficiency
  • Arabic Elementary proficiency
  • German Elementary proficiency
Skills

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Qazi Hasan

Viviana is the golden duck. She is very resourceful and always supportive.

Erika Dueñas

Viviana is a very energetic person and a very passionate professional with fantastic listening and coaching skills. She always looks towards improvements in her work. She has excellent management skills and very pro-active. An outstanding team player. She is a fast learner with very good analytical skills and is a strategic thinker who focuses on positive results. Viviana has a cheerful personality and I truly enjoyed working with her. Erika

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Credentials

  • Optimize Your Resume for Applicant Tracking Systems
    LinkedIn
    Jan, 2022
    - Nov, 2024
  • Talent Sourcing
    LinkedIn
    Jan, 2022
    - Nov, 2024
  • Online, Together
    First Work
    Oct, 2021
    - Nov, 2024
  • Project Management Simplified
    LinkedIn
    Oct, 2021
    - Nov, 2024
  • Advice for Leaders During a Crisis
    LinkedIn
    Apr, 2020
    - Nov, 2024

Experience

  • Mennonite New Life Centre (MNLCT)
    • Canada
    • Non-profit Organization Management
    • 1 - 100 Employee
    • Bridging Programs Coordinator
      • Feb 2022 - Present

      • Support the implementation, management, and execution of four bridging programs• Supervise Admission team on applications’ screening, collection of tuition fees, and assessment outcomes• Plan recruitment process according to program timelines• Handle escalated cases for prompt resolution and follow up pending admissions• Interview programs’ applicants and coordinate with external interviewers• Train staff on Employment Ontario data base, and follow up with OTC for EO advice • Support the updating of programs’ policies, admission letters, info session slides, website content, and flyers• Create manuals, EO documents, review and analyse processes for improvement• Participate in the migration of application’s softwares• Monitor CaMS activation, exit, follow up and documents completion for auditing• Facilitate information sessions• Create partnership with external stakeholders• Work cross-functionally with other departments to ensure programs objectives are met

  • WoodGreen Community Services
    • Canada
    • Community Services
    • 300 - 400 Employee
    • Employment Advisor
      • Apr 2016 - Jan 2022

      • Conduct intakes for individual services and screen clients for specific programs• Coach and assist clients with employment barrier(s) reduction, job readiness training, developing achievable goals, and job development support in collaboration with Job Developers based on client’s employment goals• Critique resumes and prepare clients marketing their skills through mock interviews• Prepare and deliver workshops on resume, interview skills, personal branding and career exploration• Constantly exceeding Service Coordination targets by referring clients out according to their needs by providing resources and referrals to community programs, hiring events, and educational opportunities• Outreach organization programs and services increasing clientele and initiate partnering collaboration• Follow up client’s job search motivating and empowering them along the job search process• Facilitate Information Sessions to newcomers• Quickly adapt to remote work, by exploring electronic options and creating documents for client’s electronic signatures, maintaining all necessary documentation in accordance with Employment Ontario guidelines• Create program flow charts and registration manuals helping staff serve clients smoothly and consistently

    • Recruitment Advisor
      • Apr 2013 - Mar 2016

      • Assisted job seekers and clients of several training programs to secure paid/unpaid placements, advocating and marketing their skills to employers• Sourced employers with screened candidates based on employers’ requirements• Negotiated hiring incentives contracts with employers• Participated in networking events and job fairs, developing potential business opportunities• Invited guest speakers and coordinated recruitment events, resulting in multiple placements • Outreached programs and services• Coached clients on their resumes, interview skills, and social media, improving their marketing tools• Facilitated workshops to International Trained Mental Health Professionals invited by a partner organization• Solid office work skills, maintaining data base, follow ups, case notes, CaMS/EOIS, employer evaluations, presentation materials, handouts, flyers, reports, and developing/improved forms for process improvement• Reviewed placements’ paystubs and generate invoices to process the employer reimbursement

    • Employment Advisor
      • Apr 2012 - Mar 2013

      • Outreached organization programs and services increasing clientele and initiating partnering opportunities• Assessed and coached over 25 clients per month based on their employment and upgrading needs• Processed applications on Second Career and OSEB being 100% approved• Critiqued resumes providing clients a constructive feedback• Prepared clients marketing their skills through mock interviews• Connected clients with employers • Invited guest speakers inspiring clients in their job search

  • Distress Centres of Greater Toronto
    • Canada
    • Non-profit Organizations
    • 1 - 100 Employee
    • Distress Centre Volunteer
      • May 2012 - May 2013

      Provided crisis response and intervention to the emotionally vulnerable and at risk in our community. Enhanced emotional self-management and reduce risk by strengthening the coping skills of callers. Provided crisis response and intervention to the emotionally vulnerable and at risk in our community. Enhanced emotional self-management and reduce risk by strengthening the coping skills of callers.

  • Newcomer Women's Services
    • Canada
    • Non-profit Organizations
    • 1 - 100 Employee
    • Employment Advisor/Coach
      • May 2011 - Apr 2012

      • Outreached, intake, and assessed clients, elaborating an Employment Action Plan• Referred clients to other programs for skills improvement and processed Second Career applications, with an approval rate of 100%• Assisted clients with resume, interview skills, and job search resources• Followed up with clients and employers, updating case notes• Facilitated workshops, organized Job Fairs and represented organization in external events • Connected with employers, advocated for clients and processed hiring incentives• Maintained client’s Service Record, updated CaMS, and other collective administrative tasks and reports

  • WoodGreen Community Services
    • Canada
    • Community Services
    • 300 - 400 Employee
    • ELT Job Developer
      • Nov 2010 - May 2011

      • Outreached, registered and oriented clients into ELT programs following program requirements• Assessed clients’ needs, developed a one on one employment action plan, and coached clients into their careers• Assisted clients with résumés, interviews, network and job search strategies• Recorded clients’ progress, actions taken, and kept clients’ files up-to-date • Maintained communication with clients in person, by telephone or by email providing job search support• Researched and contacted potential employers to secure jobs or placements for clients

  • Mennonite New Life Centre (MNLCT)
    • Canada
    • Non-profit Organization Management
    • 1 - 100 Employee
    • Employment Counsellor Volunteer
      • May 2010 - Nov 2010

      • Collected and assessed information in one-on-one counseling utilizing the common assessment process• Coached clients in their Job Search, assessed skills, critiqued resumes, mocked interviews, developed an employment action plan, helping them exploring job alternatives, overcoming barriers • Encouraged clients to approach employers and instructed them how to research potential market • Followed up clients’ progress, provided information, resources, and job leads • Elaborated resumes targeting job postings for future job placement

  • BLJC – Brookfield Le Page Johnson Controls
    • Bilingual Customer Service Representative
      • Jul 2010 - Sep 2010

      Handled routine and emergency inbound calls, and responded to emails and voice mails in a fast-paced environment; probing, assessing, gathering and documenting details in the system to create work orders. Handled routine and emergency inbound calls, and responded to emails and voice mails in a fast-paced environment; probing, assessing, gathering and documenting details in the system to create work orders.

  • Cloud5 Communications
    • United States
    • Technology, Information and Internet
    • 300 - 400 Employee
    • Customer Service Representative
      • May 2010 - Jul 2010

      Handled over 50 inbound calls on daily shift inserting into the system detailed information successfully doing reservations, cancellations and providing information to clients’ inquiries. Handled over 50 inbound calls on daily shift inserting into the system detailed information successfully doing reservations, cancellations and providing information to clients’ inquiries.

  • Newcomer Women's Services
    • Canada
    • Non-profit Organizations
    • 1 - 100 Employee
    • Job Developer Intern
      • Feb 2010 - May 2010

      • Facilitated Job Search process with clients: discussed career goals, critiqued resumes, practiced mock interviews • Attended Job Fairs and generated leads for clients’ job opportunities• Followed-up clients’ job search, sent electronic job postings, provided information and resource clients• Implemented a computerized system to maintain client and employer data base; maintain statistics and generate reports • Facilitated Job Search process with clients: discussed career goals, critiqued resumes, practiced mock interviews • Attended Job Fairs and generated leads for clients’ job opportunities• Followed-up clients’ job search, sent electronic job postings, provided information and resource clients• Implemented a computerized system to maintain client and employer data base; maintain statistics and generate reports

  • Xceed
    • Egypt
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Contact Center Team Leader
      • Jun 2004 - May 2008

      International Microsoft Xbox Technical Support account (2006-2008)International Microsoft Product Activation account (2004-2006)Operations:• Started-up and Supervised 40+ staff in the day to day operations of two Microsoft divisions. • Coordinated people, resources, and equipment, to put the floor operations into effect • Ensured that SLAs (Service Level Agreements) were met by using CMS (contact management systems) tool, managing the workflow and analyzing the volume, speed and quality of service• Prepared daily, monthly and annual reports, compiling data, evaluating gaps and areas of improvement, training and overcoming weaknesses• Handled, reported, escalated & logged any system problem or abnormality, resolving working issues• Modified schedule balancing work flow, decreasing customer waiting time and reducing stress on agents• Screened, interviewed and assessed over 100 candidates, recruiting over 40 call center agents • Overviewed and revised agents’ salaries and vacations, in coordination with Human ResourcesCoaching & Leadership:• Motivated staff to higher job commitment, achieving goals and ensuring a high retention rate, by delegating and fostering a positive work ethic to establish a spirited organizational culture throughout the team• Led, coached and empowered 45 staff, providing feedback on skills, knowledge, behaviour, cultural differences, and communication, which increased the team performance and positioning team in rank 1• Ensured that agents have accurate instruction on products and services, improving their knowledge and confidence to serve callers satisfactorily. Consistently awarded highest rankingsCustomer Service:• Followed-up and resolved customer complaints and requests• Focused on customer and employee satisfaction, service level, and cost per call resulting in achieving team’s highest Service Level and the best KPI’s (Key Performance Indicator) for consecutive months

  • Switchboard of Miami
    • Help Line Volunteer Counsellor
      • Feb 1998 - Jul 2002

      • Provided emotional support to callers with diverse issues through attending skills• Handled crisis calls from callers in distress by exploring options, providing resources and information• Referred over 3500 people in need of further help to programs suitable for their needs • Provided emotional support to callers with diverse issues through attending skills• Handled crisis calls from callers in distress by exploring options, providing resources and information• Referred over 3500 people in need of further help to programs suitable for their needs

  • PwC
    • Professional Services
    • 700 & Above Employee
    • Executive Search Intern
      • Dec 1994 - Jan 1996

      • Classified candidate’s resumes according to current job opportunities • Performed psychological evaluations to potential candidates• Analyzed psychological exams, and interview selected candidates for specific positions• Verified candidates’ references • Classified candidate’s resumes according to current job opportunities • Performed psychological evaluations to potential candidates• Analyzed psychological exams, and interview selected candidates for specific positions• Verified candidates’ references

  • Confidential (Self-Employed)
    • Recruiter
      • 1996 - 1996

      • Initiated own business. Elaborated business proposals & assisted clients to determine candidates’ profile• Advertised positions, selected the candidates, conducted and analyzed psychological evaluations, interviewed, verified candidates’ references, and provided detailed reports of the qualified applicants • Initiated own business. Elaborated business proposals & assisted clients to determine candidates’ profile• Advertised positions, selected the candidates, conducted and analyzed psychological evaluations, interviewed, verified candidates’ references, and provided detailed reports of the qualified applicants

Education

  • Universidad Ricardo Palma
    Bachelor's Degree, Psychology
    1989 - 1994
  • Ontario Institute for Studies in Education of the University of Toronto
    Certificate, Solution-Focused Brief Therapy
    2017 - 2018
  • Ryerson University
    Certificate (in progress), Human Resources
    2014 - 2016
  • George Brown College
    Certificate, Community Mental Health Case Management
    2013 - 2014
  • George Brown College
    Certificate, Life Skills Coaching
    -
  • JVS / George Brown College
    Certificate, Job Development
    2009 - 2010
  • Charles Chaplin
    Diploma, Publishing and Marketing
    1993 - 1993
  • Management
    -
  • Social
    -
  • Ryerson University - G. Raymond Chang School of Continuing Education
    Web Development,
    2009 - 2009
  • Instituto Superior de Diseno Montessori
    Computer Graphic Design
    1995 - 1995
  • Counseling
    -
  • Colegio Villa Maria
    Diploma, High School
    1978 - 1988

Community

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