Ahou Thomas
Winnipeg,MB
Summary
In my experience working in customer service and with children and young adults from diverse backgrounds, I've learned that patience is one of the most important qualities to possess. I've been providing customer support for many companies since 2016, which has allowed me to develop my experience in this area. For instance, over the four years I spent working at two call centres, I developed outstanding customer service skills and learned how to connect with customers, respond to their issues, and handle complaints. I've gained knowledge on how to work independently and with others. My capacity to deal with people from all backgrounds and my case management skills have both improved because of my work in the field of customer service.
Overview
8
8
years of professional experience
Work History
Youth Care Practitioner
Marymound
06.2023 - Current
- Develop awareness of each child’s individual psychological, education, physical, emotional and social needs and actively promote these on behalf of child
- Observes, evaluate, and record daily events in order to ensure continuity and constituency in treatment planning and implementations- includes accurately maintaining individual logs and communication logs as per licensing standards
- Engages in behaviour management, intervening in crisis situations, according to guidelines and framework of Marymound policies and procedures, youths safety plan, NVCI and ASSIST
- Administer medication, following strict protocols, and accurately completing required documentation
- Helps youth to identify personal strengths to promote growth of self-worth and sense of belonging
- Maintains living environment in safe manner that meets or exceeds licensing standards', this will include becoming familiar with licensing standards, preparing meals, and completing routine cleaning.
Youth Care Practitioner
The link
08.2022 - Current
- Establish routines for the home and develop, administer, facilitate, and direct all daily program activities
- Interact with young people in a way that will support them in achieving their objectives
- Assist the team in ensuring consistency in the healing plans and the youth experiences as they relate to the set objectives
- Get involved in the young person's everyday activities to support them in achieving their objectives and making connections with their experiences that will support those aims
- Work with team to make judgments on therapeutic activities that are well-informed, culturally sensitive, and based on observations, interactions, and knowledge of the young people's cultures
- Active participation with youth in activities that are developmentally appropriate at home and in community.
- Active participation with young people in developmentally appropriate home, community, and family activities with an eye toward their growth and development and achieving the goals they have established
- Promote youth participation in community initiatives that will offer continuous assistance
- Inform young people about holistic ways of living that incorporates the physical, social, emotional, and spiritual spheres, as well as life skills that go along with it
- Assist with all routines and processes pertaining to youth's and staff's health and safety as well as significance of safe environment
- Help maintain and keep building, yard, and physical property clean
- Participation in educational opportunities and formation of mindset that encourages young people to adopt a growth mindset
- Display attitude that promotes positive teamwork and exhibits high degree of positive role modelling for young people.
- Provided emotional support and guidance to children during difficult times
- Encouraged children to develop healthy social and emotional skills
- Facilitated learning through play, stories and outdoor activities for successful child outcomes
- Documented data and completed accurate updates to case records
- Intervened in crisis situations and counseled children experiencing emergencies and disruptive incidents
Family and Community Development Coordinator
Family Dynamics
01.2023 - 07.2023
- Oversee the creation, planning and prepping of youth and children activities
- Collaborate closely with key referral agencies to ensure best possible outcomes for families
- Provide one on one counselling and resume building skills with youth within community
- Grocery runs and preparations of program needs
- Creation of community helpers schedules and work responsibilities
- High maintenance of relationships with clients
- Management of case loads
- Assessed community needs and identified resources for social and community service programs
- Created and managed budgets, efficiently allocating resources for social and community service projects
- Conducted outreach activities to engage local stakeholders in programs
- Conducted community workshops to promote different programs and educate public on available services
Part Time Youth Care Worker
Ndinawemaaganag Endaawaad Inc
10.2022 - 05.2023
- Demonstrating understanding of emotional and physical needs of youth
- Identifying behavioral challenges in order to teach youth healthy copying mechanism
- Intake and discharge of youth accessing the shelter
- Administration of medication
- Participation in care plans in collaboration with program manager and social workers
- Completed clear and concise documentation of youth behavior and actions
- Evaluated needs of youth and outlined measures to address
- Supported individuals dealing with mental health and emotional issues
- Designed safe and supportive environment for clients to discuss issues
- Developed treatment plans to help clients build self-confidence and resilience
- Assessed clients' needs to provide appropriate therapeutic interventions
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources
Youth Program Coordinator
the excel empowerment centre inc
07.2020 - 06.2022
- Worked with children and families to provide programming and childcare services
- Managed care for some of centers special needs children ( autistic)
- Coordinated communication with parents, employees and other nonprofit liaisons that support center
- Planned programming events such as field trips, outdoor events, indoor activities and year end events for youth attending centers summer day camp
- Planned and executed learning lessons for children and youths aged 5-15
- Acted in leadership role during youth programming
- Assisted in research and writing of grants
- Provided bookkeeping of programming and services funds
- Responsible for building rapport with team members and planning activities that would lead to team building
- Coordinated meetings with community members
- Organized special events and activities to boost youth engagement and improve lives of at-risk children
- Partnered with businesses, schools and nonprofits to expand youth program outreach and impact
- Strengthened academic, social and physical education program offerings for area youth
- Coordinated logistics for meals, transportation and program delivery
Administrative assistant
Wynward Insurance
01.2020 - 01.2021
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary
Customer Service Representative
Skybridge Americas
01.2016 - 09.2019
- Ensured all inquiries were handled and documented in a timely and professional manner
- Learn and retain a thorough working knowledge of all existing and new products and services
- Provide courteous and professional assistance to clients, addressing their needs, concerns, and inquiries via various communication channels (phone, email, chat).
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
Education
BA - Political Science
University of Winnipeg
2022
High School Diploma -
Kildonan East
2016
Skills
- Excellent verbal and Communication skills
- Knowledge of Indigenous histories and ways of life
- Knowledge of workings of Child welfare system
- Youth Support
- Youth Education Programs Leadership
- Customer care
- Youth outreach
- Program Framework
- Shelter arrangements
- Youth advocacy
- Records Maintenance
- Skilled in intake interviewing
- Learning disability awareness
- Crisis Response Mental health support
- Direct Operations
- Generate Reports
- Community Development Processes
- Community Activities
- Community Organization
- Community Engagement
- Program Framework
- Direct Operations
- Generate Reports
- Community Development Processes
- Community Activities
- Community Organization
- Community Engagement
- Program Framework
Languages
English
Native or Bilingual
Timeline
Youth Care Practitioner
Marymound
06.2023 - Current
Family and Community Development Coordinator
Family Dynamics
01.2023 - 07.2023
Part Time Youth Care Worker
Ndinawemaaganag Endaawaad Inc
10.2022 - 05.2023
Youth Care Practitioner
The link
08.2022 - Current
Youth Program Coordinator
the excel empowerment centre inc
07.2020 - 06.2022
Administrative assistant
Wynward Insurance
01.2020 - 01.2021
Customer Service Representative
Skybridge Americas
01.2016 - 09.2019
BA - Political Science
University of Winnipeg
High School Diploma -
Kildonan East
Similar Profiles
Vanessa LimonVanessa Limon
Youth Practitioner at MarymoundYouth Practitioner at Marymound
Chukwuemeka Emmanuel OnyekonwuChukwuemeka Emmanuel Onyekonwu
Adolescent Treatment Counsellor at Marymound Inc.Adolescent Treatment Counsellor at Marymound Inc.
Darci Jean TodorukDarci Jean Todoruk
Human Resources Associate/ Human Resources Assistant at Marymound Inc.Human Resources Associate/ Human Resources Assistant at Marymound Inc.
Taran KaurTaran Kaur
Team Lead at SafewayTeam Lead at Safeway
Ramneet SinghRamneet Singh
Supervisor / Trainer at Tim HortonsSupervisor / Trainer at Tim Hortons