Wisam Alkheder Email & Phone Number

Kitchener, Ontario, Canada

• Conducted comprehensive needs assessments and developed/managed personalized settlement plans for +100 families and individuals per month on average, guiding them through essential services like healthcare, IRCC, CRA, housing, education, employment, financial assistance, etc.• Assisted clients in completing and following up on various applications and programs, improving access to critical resources and reducing application processing time by 30%; by thoroughly following guidelines and staying up to date with changes.• Maintained precise records of sensitive data in IRCC’s national tracking system, generating monthly reports with qualitative and quantitative insights that led to service enhancements and program development.• Coordinated and delivered 1-2 monthly information sessions on topics like landlord and tenant rights, family law, and YMCA programs, educating clients and empowering them to navigate local systems effectively.• Applied trauma-informed and wrap-around care principles to address the unique needs of vulnerable people from diverse backgrounds, ensuring culturally sensitive, inclusive service delivery to enhance self-reliance and seamless community re-integration.

Waterloo, Ontario, Canada

• Recruited 50 participants for a 3-session remote study, handling onboarding, initial study briefings, and scheduling.• Led and facilitated study sessions, guiding participants through task instructions and study procedures, and observing and documenting participant behaviours during the tasks.• Ensured strict adherence to ethical protocols, including informed consent, confidentiality, and participant safety throughout the research process.• Analyzed a robust dataset consisting of variables such as dosage, response time variability, and trial performance using advanced statistical methods in R.• Authored an 8000-word thesis, presenting findings on the effects of cannabis on mind wandering, contributing to ongoing research in this field.

Waterloo, Ontario, Canada

• Conducted over 60 video-mediated online communication study sessions on registered participants as part of a CNS study.• Adhered to scheduled timelines with a commitment to responsibility and punctuality as a confederate RA and granted credits to participants on SONA system.• Demonstrated knowledge of Research ethics with a TCPS 2: CORE certification Trained new confederate RAs and constructed training material for reliability and study replication.

Waterloo, Ontario, Canada

• Maintained a secure environment by monitoring resident entry and exit, ensuring the safety of 80 individuals with complex trauma backgrounds,while fostering a supportive, inclusive atmosphere that promotes trust and safety.• Encouraged safe, no-shame substance use practices to reduce overdoses and complications (20% to > 5%), while assisting residents with essentialtasks such as pharmacy visits, healthcare access, and completing government-related forms and applications.• Coordinated daily shelter operations, including preparing and serving meals, managing cleaning schedules and tasks, and enrolling residents in awork program that allowed them to earn extra income by helping around the shelter.• Applied specialized training in overdose response, workplace safety, and diversity and inclusion to handle high-stress situations calmly, de-escalating conflicts and ensuring resident well-being.

Toronto, Ontario, Canada

• Ensured effective and efficient day-to-day operations by facilitating flowing communication with founders and key stakeholders.• Converted an average of 77% of clients measured by first and repeat bookings by co-developing and offering comprehensive introductions toservices.• Coordinated all invoicing and payment processes by following safe record-keeping practices, especially regarding medical records and sensitiveinformation.• Engaged and facilitated brainstorming sessions and composed customer service scripts and an all-inclusive workbook for future employees.

Toronto, Canada Area

• Achieved and exceeded sales quotas and expectations by assisting customers to make educated decisions based on their needs; thus building trust and creating a life-long customer base.• Audited the company’s marketing efforts and inspired a more contemporary approach.Monitored and organized delivery schedules and additional services.• Troubleshot and resolved customer queries and complaints and followed up to guarantee a satisfactory experience.

Sharq, Al Asimah, Kuwait

• Managed client relations, including responding to inquiries and delivering services by conducting B2C & B2B outbound calls in an organized and efficient manner.• Communicated and coordinated with the operations team to ensure the timely delivery of services and experiences to customers and business owners.• Handled and resolved customer concerns and complaints in a timely, effective, and courteous manner to ensure a positive customer experience• Trained new agents on customer service policies and procedures.

Bachelor Of Arts - Ba, Psychology

• Research Intensive Specialization - Faculty of Arts Deans Honours List (3.70 GPA). • Double minor in Philosophy and Speech.

Digital Marketing

Learning how to build a Digital Marketing strategy. Customer Journey Mapping, Paid advertising. Email marketing and building a case study.

Google Analytics, Web Analytics

Create measurement plans and set KPIs, and Custom Audiences. Set up Dashboards, Goals, and Events. Integrate GTM.

High School Diploma, Science Studies, 98.31%

Activities and Societies: First in my Class (31 Students). Geology Project Coordinator (2016). Member of the morning program team..