Amanda Creo Email & Phone Number

Toronto, On, Ca

• Account management of a diverse AbilitiCBT account portfolio of over 70+ clients, while developing and maintaining long-term strategic relationships by being highly responsive to inquiries, providing high-touch customer service, and working proactively to mitigate risks and resolve any potential client concerns or issues.• Implementation of the AbilitiCBT program for new clients through collaboration with internal stakeholders and focus on high-level service delivery to ensure client satisfaction and positive mental health experiences for end-users. • Analyze, interpret, and prepare program outcome data to deliver client utilization reports, thus better understanding mental health trends and resulting in increased client retention and growth opportunities. • Communicate and coordinate between internal departments including finance, clinical operations, product management, business intelligence, and marketing to increase efficiency and effectiveness of internal processes and ensure internal CRM systems are updated resulting in a cost-effective mental health solution for clients and an increase in revenue for AbilitiCBT line of business.

Toronto, Ontario, Canada

• Development and management of the program inclusive of incoming referrals and youth management, 8 staff members, 120+ mentors and volunteers, 4 yearly fundraising events and 4 major youth events, while monitoring deliverables in order ensure that the program remains a positively high-impacting program for all youth. • Oversee youth support services for 70+ risk and vulnerable youth exiting care to support their transition into adulthood by developing their life skills, providing flexible and diverse intervention processes, and building up a strong circle of support through mentor matching, permanency, family reconnect and community services. • Responsible for allocating and managing the distribution $150k program budget to manage the mentorship program, youth events, housing grants, emergency funds and staff professional development, while measuring performance indicators to analyze youth outcomes, evaluate program success and present reporting outcomes to stakeholders. • Manage and lead 8 direct reports and staff (onboarding, project support/coaching, performance management, development) and with the team under my oversight, achieved positive youth outcomes including: 85% of youth completed or are attending high school; 89% of youth have stable housing after 6 months, 94% of youth have stable mental health after 12 months.

Mississauga, Ontario, Canada

• Development and management of the Housing First Program which focused on the needs of homeless, at-risk individuals to acquire and maintain housing stabilization by meeting program requirements and monitoring operations, adhering to, and enforcing policies and procedures, to ensure re-funding once the 3-year pilot project concludes.• Partners of the Home for Good Program (HFG), working collaboratively with other agencies to support challenging chronic and episodic homeless persons with complex needs in the Region of Peel by providing housing stabilization support, rent subsidy, intensive case management and life skills.• Manage administrative duties and program funds, ensuring clear documentation, collecting statistical program data, and reviewing individual client progress at 3-month intervals, resulting in 88% positive Housing First Program Fidelity Evaluation Scores conducted by the Canadian Alliance to End Homelessness (CAEH). • Supervised and managed 3 frontline staff members and 5 peer mentors, conducted weekly meetings, monthly supervision, resulting in strong service delivery and a cohesive and effective team.

• Engage and support clients through system navigation and coordinate community-based supports, while providing clients with intensive case management, for clients to maintain stable housing and reach their goals.• Assist participants in locating and securing housing, by understanding client needs, resulting in 25+ chronic and episodic homeless clients securing safe, stable, and affordable housing. • Track individual client progress throughout 3-month intervals for funders, resulting in positive outcomes for 84% of clients such as obtaining stable housing, increasing mental health supports, reduced criminal behaviour, increased knowledge of basic life skills including food security, employment, positive relationships, and community programs.

Sunnybrook Hospital

• Triage and enroll medically complex patients with chronic conditions and vulnerable factors that live in Northeast Toronto and frequent the Emergency Department and Inpatient Units into the Health Links Program to reduce avoidable emergency hospital visits and provide coordinated care in hospital and in the community.• Initiate a Coordinated Care Plan (CCP) for 50+ newly enrolled clients, based on their needs and goals that outlines key health issues, medications, social factors, and include the patient’s Primary Care Physician and members of their circle-of-care, to increase communication and health status among patients and care providers to minimize gaps.• Monitor patient progress by analyzing data collected from Emergency Department and Inpatient Units that displayed a decrease in the number of hospital visits and duration of stays, thus providing efficient, high quality patient care.

Oakville, Ontario

• Plan and execute interactive programs for youth aged 13-19, while creating a positive, supportive, safe and inclusive space for all individuals; greatly increasing youth attendance and participation at the center.

Mississauga & Brampton, Ontario

• Developed and facilitated impactful life skills workshops, by tailoring resources and services to meet specific client needs and finding creative ways to deliver materials, aiming to reduce the amount of recidivism within the shelter, as well as chronic and episodic homelessness within the community. • Managed program case load by working collaboratively with team members and communicating openly with clients, with the focus of providing one-on-one care, advocating for clients and tracking their progress, thus successfully housing clients and connecting them with appropriate resources, and increasing stability and reintegration into the community. • Spearheaded the effort to develop new programs, created new libraries, session specific guest speakers, employment resources, and donations for clients, by liaising with community organizations to maximize client opportunities.

Mississauga, Ontario

• Worked on several large scale projects to create and verify processes including: scheduling, data collection, inventory receiving, escalations, and creation of work orders in order to meet project timelines. • Trained new Project Coordinators to assist in projects in order for them to become more knowledgeable about company processes and functions, resulting in successful management of projects. • Focused on maintaining positive relationships between the field, clients and coworkers, and allowing for excellent rapport between all individuals in order for each project to be completed smoothly.

Gangnam-Gu, Seoul, Korea

• Taught English to Korean elementary school beginner levels aged 4-12, and was responsible for lesson planning and skill development, allowing for students to learn English effectively and in a stimulating environment.• Oversaw over 85 students in several multi-level classes, while providing extra support and techniques to students having difficulty, resulting in higher scores on monthly progressive reports.

Ottawa, Ontario

• Completed scoring for Psychiatrists and Social Workers through appropriate programs (CDI 1 &2, Achenbach, Connors, UC, BRIEF, and MASC), and providing staff with the proper tools and results to evaluate patients efficiently and accurately.• Performed administrative duties within all Mental Health Units, by using computer programs and secure systems within the hospital, therefore providing a smoother, positive and more effective working environment.• Key responsibilities included retrieving patient charts, checking patients in and out of appointments, booking follow-ups, forwarding referrals, new patient input, mail distribution, answering all phone lines, and supply orders were completed daily in order for patients to receive the most optimal care.

Bachelor Of Social Science, Major Psychology, Minor Criminology

Activities and Societies: • Co-Curricular record displaying 160 hours of Community Service (2011) Bachelor of Social Science, Major.

Project Management, Project Management

Social Service Worker, Social Work, High Honours

Activities and Societies: Student Advisory Committee

Tesol/Tesl/Tefl Teacher Training Certificate

• Certified to teach English to speakers of other languages, as a second language, and as a foreign language • Awarded the Top Student.

Education record

Activities and Societies: Student Council • Recipient of the Oakville, Milton & District Real Estate Board Citizenship Award (2006) •.