Faith Sorungbe
Nanaimo,BC
Summary
Compassionate client-service professional with experience supporting individuals with developmental disabilities, mental health challenges, and complex needs. Strong background in gathering information, assessing eligibility, crisis de-escalation, risk mitigation, and service delivery in fast-paced environments. Skilled in communication, problem-solving, case documentation, and virtual and in-person client support. Demonstrated ability to work with individuals experiencing poverty, substance use, and mental health issues, while maintaining empathy, professionalism, and composure during difficult conversations.
Overview
8
8
years of professional experience
Work History
Key Worker
Carmichael Enterprises
Nanaimo, Canada
02.2022 - Current
- Provide direct client support to 30 adults with developmental disabilities, experiencing mental health challenges, and crises.
- Gather five clients' information, assess eligibility and service needs for community supports, and create an Individualized Quality of Life Service Plan.
- Provide mentorship and consultation to staff on risk management, adult guardianship, and community integration.
- Investigate service delivery issues, prepare reports, and recommend quality improvement strategies.
- Collaborate with CLBC and MCFD representatives to assess service gaps and enhance program effectiveness.
- Advocate for individuals by navigating community resources, and ensuring access to appropriate support services.
Escalation Resolution Team Specialist
NQX (Bell Canada)
Nanaimo, Canada
01.2018 - 12.2025
- Managed 40–60+ daily support interactions via chat, email, and phone, while maintaining a 95%+ user, customer-first quality.
- Resolved complex issues, including Mybell app account login issues, billing disputes, investigations, and two-factor authentication errors.
- Handled all escalations, making sure that internal teams (Care, Technical, Fraud, and Prevention) were properly coordinated.
Child and Youth Support Worker
Nanaimo Association for Community Living
Nanaimo, Canada
07.2023 - 07.2024
- Assisted in the assessment, goal setting, progress evaluation, and accessing community resources and services for children and youth.
- Investigated cases of abuse, neglect, and self-neglect, implementing immediate intervention, and long-term support plans.
- Developed training materials and facilitated workshops on adult guardianship, supported decision-making, and behaviour support planning.
- Conducted risk assessments and worked with legal teams to develop case management strategies for high-risk clients.
- Assisted in policy development and process improvement initiatives to align service delivery with best practices.
Aquaculture Technician
Golden Eagle Sablefish Inc.
Salt Spring Island, Canada
08.2020 - 01.2022
- Conducted 100+ facility audits annually, ensuring compliance with licensing and safety standards.
- Managed resource allocation for aquaculture projects, reducing costs by 20% and improving operational efficiency.
- Documented and analyzed production data to identify trends, enhance decision-making, and improve outcomes by 50%.
Education
B. Agric (Hons) - Animal Physiology
Federal University of Agriculture Abeokuta
Abeokuta, Ogun State, Nigeria9 2014
Diploma - Fisheries and Aquaculture
Vancouver Island University
Nanaimo, BC, Canada6 2018
Master's degree - Environment and Business
University of Waterloo
Waterloo, Ontario5 2025
Skills
- Case management software
- Data analysis
- Excel
- G Suite
- ServiceNow
- Risk mitigation strategies
- Excellent communication
- Team collaboration
- Quality assurance standards
- Record keeping
- Quality inspection
- Training and mentoring
- Service delivery
- Policy development
Certifications And Awards
- Google Project Management Professional Certification, 10/22
- Google IT Analyst Certification, 05/22
- Emergency First Aid Certification - St. John Ambulance, 2023 - 2026
- Class 5 drivers license, Class 4 (Unrestricted) learners drivers license
- Carmichael Enterprises Residential Programs Ltd Vision Award, 2023
Websites
Timeline
Child and Youth Support Worker
Nanaimo Association for Community Living
07.2023 - 07.2024
Key Worker
Carmichael Enterprises
02.2022 - Current
Aquaculture Technician
Golden Eagle Sablefish Inc.
08.2020 - 01.2022
Escalation Resolution Team Specialist
NQX (Bell Canada)
01.2018 - 12.2025
B. Agric (Hons) - Animal Physiology
Federal University of Agriculture Abeokuta
Diploma - Fisheries and Aquaculture
Vancouver Island University
Master's degree - Environment and Business
University of Waterloo