Summary
Overview
Work History
Education
Skills
Languages
Certification
Hobbies and Interests
Work Availability
Timeline
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Walat Er

Walat Er

Ottawa,ON

Summary

Personable, hardworking, and resourceful professional with extensive experience in client relationship management, program delivery, and stakeholder engagement within the mental health sector. Proven track record in exceeding sales targets, managing complex portfolios, and driving initiatives that align with organizational goals. Known for a multicultural approach and ability to build strong partnerships that support mental health advancement across government, B2B, and community sectors.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Account Manager / Client Advisor

Mental Health Commission of Canada (MHCC)
06.2024 - 07.2025
  • Served as primary liaison between MHCC, Veterans Affairs Canada (VAC), Veteran and Family Program (VFP), and key stakeholders.
  • Managed a diverse portfolio of B2B, B2C, and government clients, including First Nations, VAC, Military, and TWM Sports segments.
  • Guided clients through mental health training offerings, providing tailored course recommendations while cross- and up-selling to align with organizational needs.
  • Exceeded annual sales target by 50%.
  • Drafted and delivered high-quality proposals aligned with client needs and funding requirements.
  • Successfully secured a 3-year funding agreement with Military Family Services valued at $1.4M CAD.
  • Utilized Salesforce to manage leads, track sales activities, and streamline client communications.
  • Collaborated with cross-functional teams to implement strategic plans that improved program effectiveness and outreach.
  • Developed and maintained strong client relationships to enhance service delivery and support mental health initiatives.

Program Manager, MHFA

Mental Health Commission of Canada (MHCC)
12.2022 - 06.2024
  • Planned and coordinated over 700 MHFA Agency courses, ensuring logistical excellence and high client satisfaction.
  • Established and maintained positive relationships with facilitators, clients, and stakeholders to support mental health training delivery nationwide.
  • Reviewed feedback and recommended process improvements to enhance course outcomes and client experience.
  • Led cross-functional teams to deliver program objectives on time and within budget.
  • Developed and implemented strategic plans to enhance program efficiency and effectiveness.
  • Mentored junior team members, fostering professional development and skill enhancement.
  • Collaborated with external partners to facilitate resource sharing and best practice implementation.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.

Moderator Coordinator

Mental Health Commission of Canada (MHCC)
10.2020 - 12.2022
  • Managed the scheduling and contracting of 50+ virtual moderators across Canada.
  • Provided training for virtual moderators on Zoom and MS Teams to ensure consistency in delivery.
  • Assisted customers with program inquiries while maintaining a high standard of service.
  • Developed and implemented guidelines for effective online moderation and community engagement.
  • Mentored new moderators, enhancing team performance and cohesion.

Customer Success Representative

InitLive Inc.
08.2019 - 04.2020
  • Managed 70+ customer accounts for a global event-management software company.
  • Provided training and support to customers on both web and mobile platforms.
  • Managed customer onboarding process, ensuring smooth integration with InitLive platform.
  • Provided tailored support to clients, enhancing user engagement and satisfaction.
  • Analyzed customer feedback to identify trends, contributing to service enhancement initiatives.

Customer Service Representative

Costco Wholesale
03.2018 - 08.2019
  • Served as the first point of contact for order inquiries from US and Canadian members, providing timely resolutions.
  • Resolved customer inquiries efficiently, ensuring satisfaction and loyalty.
  • Collaborated with team members to enhance service delivery and workflow efficiency.
  • Managed complex customer issues, utilizing problem-solving skills to achieve resolutions.
  • Maintained accurate records of customer interactions using CRM software.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Manager

Newroz Ltd.
07.2009 - 12.2017
  • Oversaw daily operations, staff management, and customer service for a high-traffic local eatery.
  • Managed and motivated employees to be productive and engaged in work.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Bar Manager

Origins
09.2014 - 07.2017
  • Managed operations for a popular bar and club, growing annual revenues by 20%.
  • Oversaw daily bar operations, ensuring high standards of service and customer satisfaction.
  • Developed and implemented training programs for staff, enhancing team performance and knowledge retention.
  • Managed inventory control, optimizing stock levels to minimize waste and maximize profitability.
  • Coordinated special events and promotions, driving increased foot traffic and customer engagement.
  • Mentored junior staff members, fostering a collaborative team environment focused on professional development.
  • Created a welcoming atmosphere, fostering a loyal customer base and repeat business.

Student Council President

University College Leuven Limburg
05.2015 - 05.2017
  • Managed a EUR1.7M budget, planned events, and represented 14,000+ students in university governance.
  • Led initiatives to enhance student engagement and representation within university governance.
  • Organized and facilitated meetings to address student concerns, fostering open communication channels.
  • Collaborated with faculty and administration to develop policies supporting student welfare and academic success.
  • Coordinated events promoting school spirit, inclusivity, and community involvement among diverse student populations.
  • Streamlined decision-making processes by implementing structured meeting agendas and clear action items.
  • Advocated for student needs in strategic planning discussions, influencing key institutional decisions and priorities.

Education

Project and Event Management

University College Leuven Limburg

Business Management (Marketing)

University College Leuven Limburg

Office Management

University College Leuven Limburg

Skills

  • Languages: French, English, Dutch, German
  • Account management
  • Customer service
  • Strong interpersonal and communication skills
  • Project and event management
  • Salesforce, Windows, Mac OS, PowerPoint, Excel, Word, Outlook
  • Business development and customer service
  • Teamwork and collaboration
  • Client relations
  • Customer satisfaction
  • Relationship building
  • Strategic planning

Languages

kurdish
French
English
Dutch
German
Turkish

Certification

  • Mental health First Aid
  • The Working Mind


Hobbies and Interests

Soccer, Pickleball, Travelling, Music, Culture, Building foreign relationships

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Account Manager / Client Advisor

Mental Health Commission of Canada (MHCC)
06.2024 - 07.2025

Program Manager, MHFA

Mental Health Commission of Canada (MHCC)
12.2022 - 06.2024

Moderator Coordinator

Mental Health Commission of Canada (MHCC)
10.2020 - 12.2022

Customer Success Representative

InitLive Inc.
08.2019 - 04.2020

Customer Service Representative

Costco Wholesale
03.2018 - 08.2019

Student Council President

University College Leuven Limburg
05.2015 - 05.2017

Bar Manager

Origins
09.2014 - 07.2017

Manager

Newroz Ltd.
07.2009 - 12.2017

Business Management (Marketing)

University College Leuven Limburg

Office Management

University College Leuven Limburg

Project and Event Management

University College Leuven Limburg

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Walat Er