María Fátima Espín Alvarado
Summary
To find a challenging position to meet my competencies, capabilities, skills, education and experience. Dedicated Social Worker and Humanitarian Worker provides exceptional professional care. Utilizes variety of resources to identify unique needs and assist vulnerable populations. Adept at establishing strong rapport with individuals from diverse backgrounds.
Overview
12
12
years of professional experience
Work History
On Call Resettlement Counsellor
Polycultural Immigrant & Community Services
11.2022 - Current
- Support refugee arrivals at the airport including escorting, interpreting and supporting in completion of declarations and other paper work
- Assist refugees to go through CBSA, IRCC and PHAC
- Responsible for arranging transportation to the final destination
- Provide comprehensive information to refugees about POE and RAP services
- Assist with providing administrative support to program management & other staff
- Maintain working relations with agency programs and partner agencies
- Effectively track services in internal and external databases, provide accurate reporting for the Supervisor
- Actively participate in the professional development initiatives
- Provide accurate reporting to supervisor
- Acknowledge client needs with respect and empathy
- Perform any other related duties as required.
- Educated clients on available community resources, fostering a sense of empowerment and selfsufficiency.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
- Listened to clients' concerns and provided encouragement and support.
Intern
Hispanic Development Council
01.2018 - 04.2019
- Assist in clerical and daily duties to the Executive Director and different members of the team
- Support and prepare documentation relevant for the different projects carried out by the Hispanic Development Council
- Participate in the research and data capturing working closely with the members of the HDC and other organizations
- Participate in the activities set out by the HDC oriented to include the Latino community in Toronto
- Support the preparation of analysis and strategic documents about the Latino community needs with a gender and equity framework and perspective
- Offer counseling to people from vulnerable groups under the supervision of the General Counselor
- Other activities set out by the Executive Director or other member of the team.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Analyzed problems and worked with teams to develop solutions.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Participated in workshops and presentations related to projects to gain knowledge.
- Interacted with customers by phone, email, or in-person to provide information.
- Provided project progress updates and proposed solutions to issues.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
Student Ambassador - International Student Services
Seneca College @York Campus
10.2017 - 04.2019
- Acting as a role model on campus by introducing student life to international students and also by providing all the required information regarding several subjects
- Represent the college as a positive, inclusive and dynamic learning environment
- Lead effective and informative tours of Seneca College campus
- Weave personal experiences with key messages to showcase and represent student opportunities with consideration for time and group management
- Inspiring and raising aspirations of future generations of college students by sharing own experiences
- Respond to questions from international students in a professional and thoughtful manner
- Supporting the activities of the International Student Services Department by assisting the International Student Advisor in clerical and daily duties
- Also provide accurate information on specific activities organized for international students
- Give information to new and current students regarding immigration inquiries, health insurance and general questions about college services
- Refer technical, financial scholarship, admissions related, or other such enquiries to the scheduled Advisors
- Work cooperatively and effectively with others in a team and always address to colleagues in a respectful manner
- Participate in the training of new Student Ambassadors.
- Answered questions from visitors and potential students about university life.
- Led campus tours for prospective students every semester.
- Collaborated with other departments to promote student engagement.
- Mentored students to increase satisfaction and help engage in campus life.
- Distributed mail, filed documents, and answered telephone calls.
- Supported student success by offering peer-to-peer mentorship, sharing study tips, and advising on course selection.
Assistant Project – Case Management – RSC Resettlement Support Center
IOM – International Organization for Migrations – UN Migrations Agency
11.2015 - 03.2017
- Conduct interviews to applicants who are being considered for the US Refugee Program
- Perform data input into Worldwide Refugee Admissions Program System (WRAPS), including biographical and other sensitive information
- Liaise with other related units as required regarding case-related information
- Travel around 6 times a year for at least 5 weeks to Central America to perform and interview all applicants
- Proper learning and interpretation of SOP´s (standard operation procedures)
- Ensure security, order, and confidentiality of all interactions and transaction according to IOM Guidelines and PRM Program Announcement 2005-11 Revised Guidance on Confidentiality of State Department Refugee Records as well as relevant subsequent updates
- Train other staff as needed.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines.
Quality Control Specialist – RSC Resettlement Support Center
IOM – International Organization for Migrations – UN Migrations Agency
10.2015 - 11.2015
- Perform quality check of files following Prescreen interviews to ensure files are complete, all forms are filled and all necessary stamps/signatures are obtained
- Perform quality check of data input into Worldwide Refugee Admissions Program System (WRAPS), including biographical and other sensitive information, resettlement preferences, make sure there are no discrepancies in the claim and the biodata
- Request Consular Lookout and Support System (CLASS), Security Advisory Opinion (SAO) and Inter Agency Check (IAC) checks as per the US Refugee Admissions Program (USRAP) Standard Operating Procedures (SOPs) when required
- Scan and attach new/updated forms in the Worldwide Refugee Admissions Program System (WRAPS), translate refugee´s supporting documentation (Spanish-English) if needed
- Liaise with other related units as required regarding case-related information
- Verify data accuracy in WRAPS and in physical files, ensuring correct display of case availability status and reason(s), as well as DNA, AOR screening and other statuses relevant for that stage of processing
- Prioritize QC of the cases that will be presented to the upcoming DHS CRs, including the expedite cases
- Provide periodic feedback to the supervisor on the caseworkers' performance and any new trends in case processing
- Report any staff's incompliance with SOPs to processing supervisor
- Ensure security, order, and confidentiality of all interactions and transaction according to IOM Guidelines and PRM Program Announcement 2005-11 Revised Guidance on Confidentiality of State Department Refugee Records as well as relevant subsequent updates
- Train other staff as needed.
CSA Officer
IOM – International Organization for Migrations – UN Migrations Agency
03.2013 - 10.2015
- Handle applications for temporary resident visas, work permits and study permits
- Manage confidential information
- Participate in defining group goals and business strategies
- Telephone assistance to local and international clients
- Present and elaborate confidential reports
- Temporary management duties when Regional Manager is off
- Use the different organizational software.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
- Balanced multiple priorities during peak times while maintaining composure under pressure situations.
Senior Sales Executive
Denmar
03.2012 - 03.2013
- Handle top accounts in the US, Europe and Russia
- Attend existing customer's visits and those considered potential accounts
- Participate in direct sales
- Telephone assistance to local and international clients
- Review of the existing rose inventory
- Assistance in local and international roses exhibition
- Use the different organizational software.
- Developed customized proposals that addressed specific client needs, ultimately securing their commitment and loyalty.
- Consistently monitored sales performance metrics, adjusting tactics as necessary to achieve desired results.
- Established long-lasting relationships with key clients through effective account management and consistent communication.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Negotiated prices, terms of sales and service agreements.
- Met existing customers to review current services and expand sales opportunities.
Education
Honours Diploma - Social Service Work for Immigrants & Refugees
Seneca College, Toronto – Canada
04.2019
Bachelor's Degree - Multilingual International Affaires
Pontificia Universidad Catolica Del Ecuador
Quito, Ecuador02.2006
High School Diploma -
Ruidoso High School, Ruidoso, NM - USA
Ruidoso, NM, USA05.1999
Master in Human Resources - Human Resources Management
Universidad Andina Simon Bolivar
01.2011
Diploma -
Colegio La Dolorosa, Quito - Ecuador
01.1998
Skills
HARD SKILLS
Multilingual: Spanish (native), English (expert), French (university level competency)
Computer Skills (Microsoft Office, Email Management, Social Media, Communication and Collaboration Tools)
Leadership
Organization
Teamworking skills
Effective Communication
Problem Solving
SOFT SKILLS
Critical-Thinking
Customer Service
Building rapport
Adept at conflict resolution
Client Needs Assessment
Multicultural Competence
Group facilitation
Administration and management
Interpersonal Communication
Staff Training
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Professional Working
Timeline
On Call Resettlement Counsellor
Polycultural Immigrant & Community Services
11.2022 - Current
Intern
Hispanic Development Council
01.2018 - 04.2019
Student Ambassador - International Student Services
Seneca College @York Campus
10.2017 - 04.2019
Assistant Project – Case Management – RSC Resettlement Support Center
IOM – International Organization for Migrations – UN Migrations Agency
11.2015 - 03.2017
Quality Control Specialist – RSC Resettlement Support Center
IOM – International Organization for Migrations – UN Migrations Agency
10.2015 - 11.2015
CSA Officer
IOM – International Organization for Migrations – UN Migrations Agency
03.2013 - 10.2015
Senior Sales Executive
Denmar
03.2012 - 03.2013
Honours Diploma - Social Service Work for Immigrants & Refugees
Seneca College, Toronto – Canada
Bachelor's Degree - Multilingual International Affaires
Pontificia Universidad Catolica Del Ecuador
High School Diploma -
Ruidoso High School, Ruidoso, NM - USA
Master in Human Resources - Human Resources Management
Universidad Andina Simon Bolivar
Diploma -
Colegio La Dolorosa, Quito - Ecuador
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