• Work with regional partners to build and expand the Refugee Assistance Program (RAP) in Peel to improve service delivery for refugees;• Provide services in a supportive and culturally sensitive manner to more than 500 Government Assisted Refugees; • Provide multiple information sessions to new Canadians: legal rights, housing, medical systems, etc; • Advocate on behalf of clients with institutions, employers, landlords and service providers; • Identify and bring forward for discussion/resolution, any challenge barrier or gaps in service for clients.

• Reviewed and finalized refugee applications for private sponsorship of refugees requiring extensive knowledge of Canada's Immigration and Refugee Protection Act;• Provided immediate first call resolution to clients, processed the first stages of Private Sponsorship applications, and answered general inquiries from the community about the program;• Liaised with various agencies, IRCC offices and other local stakeholders;• Recruited, trained and managed agency volunteers; • Maintained current knowledge of legislation, community services, resources, policies, programs, procedures and issues affecting clients;• Developed an electronic filing system for the organization’s files;• Planned legal clinics, provide training material, quality control and one-to-one assistance to pro-bono lawyers who assisted clients in their applications.

• Handled office administration, activities and operations;• Planned and organized information sessions and training workshops for sponsors, settlement agencies and other stakeholders;• Supported outreach personnel and resettlement educators by reaching out to prospect sponsors and communities and participate in information sessions about the program; • Assisted refugees, sponsors and consultants with case processing and maintained continuous communication through email, phone, and in person;• Maintained refugees’ files and records in agency database and provided reports when required;• Provided orientation and training to new volunteers and interns.

Brief: Worked under the Assisted Voluntary Return and Re-integration (AVRR) program, which was implemented by the IOM in partnership with Canada Border Service Agency (CBSA). Provided consultations and managed cases for more than 700 refugee claimants in the Greater Toronto Area who were enrolled in the AVRR. • Conducted daily interviews with refugee claimants and their legal counsels on matters relating to their status in Canada and their enrolment in the program;• Liaison with government officials regarding the status of migrants; • Verified information provided by refugees with CBSA; • Managed and update migrants’ profiles using the Customer Relationship Management software (CRM);• Conducted outreach meetings with diplomatic missions in Toronto on behalf of the IOM, in order to facilitate the process of obtaining consular documents for migrants;• Presented information sessions about the AVRR program to various non-for-profit organizations;• Developed effective work relationships with team members. • Trained new interns on the process of scheduling appointments, interviewing clients, and following up on clients’ cases.

Brief: Worked in, cooperation with the United States Citizenship and Immigration Services (USCIS), processing resettlement cases for more than 7,000 refugees in Syria within four year period. During that time.Worked in an organized and efficient manner, and acted as a resource officer to departments by resolving problems and questions that arose.• Managed refugee cases and updated their profiles to ensure completeness of data using the web-based case management system (CRM); • Conducted daily interviews with refugees, and ensured management targets of the number of interviews per year were met, and often exceeded;• Transcribed refugees persecution stories, and assisted them in filling out pertinent forms;• Scheduled and arranged hearings in coordination with the USCIS officers; • Provided interpretation services to refugee claimants; • Counseled applicants on the re-settlement process, and ensured their understanding of the subject-matter;• Provided support to other IOM teams in other countries through various communication forms, such as, E-mail, phone conference, and in-person meetings.

• Achieved and exceeded weekly and monthly sales targets set by management.• Conducted periodical inventory counts and reported results to management;• Monitored and documented inventory stock levels for future orders;• Managed all shipments made to partner stores to ensure on-time delivery;• Prepared monthly income statement reports to management;• Managed customers’ online accounts and informed them of new arrivals and promotions;