Operations and Programs Supervisor (Youth Focus)

NGOZI NORA AGWU

Waterloo Region, ON +1-437-***-**** **********@*****.***

Linkedin: www.linkedin.com/in/ngoziagwu

PROFESSIONAL SUMMARY:

Operations and planning professional with experience supervising staff and volunteers in public sector and community-based environments. Background includes service coordination, team oversight, performance monitoring, and structured documentation processes. Trained in trauma-informed youth work and crisis de- escalation. Interested in contributing to youth-centered shelter operations focused on safety, accountability, and consistent service delivery.

KEY COMPETENCIES:

• Staff and volunteer supervision

• Crisis response and de-escalation (trained)

• Trauma-informed youth engagement

• Operational oversight and workflow

management

• Policy and compliance support

• Scheduling and coverage planning

• Documentation and reporting

• Cross-team collaboration

• Microsoft Excel, Word, PowerPoint

PROFESSIONAL EXPERIENCE

Program and Operations Support (Part-Time)

African Canadian Association of Waterloo Region & Area November 2024 to date

• Supported daily coordination of youth and family programs

• Supervised volunteers and placement students, providing task guidance and oversight

• Assisted with intake documentation, record tracking, and participant follow-up

• Monitored program attendance and service usage

• Supported conflict resolution and maintained structured, safe program environments

• Coordinated scheduling support to ensure adequate coverage for activitie Research and Program Assistant (Volunteer)

Winning Inclusive Solutions (WINS), Toronto September 2024-date

• Support drafting and editing of research reports, briefs, and stakeholder-facing documents

• Assist with organizing research content for review, publication, and presentation

• Conduct background research and literature reviews to support evidence-based reporting

• Supported the development and publication of the 2024–2025 Winning Community Voices annual report, highlighting community inclusion initiatives. Planning, Strategy & Research

Nigerian Revenue Services (NRS) September 2012– April 2024

• Supervised a team of 15 staff within a planning and performance unit

• Coordinated operational planning processes across 25 departments

• Supported performance monitoring, reporting, and corrective action tracking

• Prepared governance documentation and briefing materials for senior leadership

• Ensured compliance with organizational standards and reporting frameworks

• Produced policy research documents, two multi-year strategic plans, statistical bulletins, and the NRS Journal of Tax Studies.

EDUCATION AND CERTIFICATION

• MBA, Financial Management Analytics International Business University, Toronto 2025

• Project Management Professional (PMP) Project Management Institute 2022

• MA, International Relations Dublin City University, Ireland 2009

• BA, Library and Information Science University of Maiduguri, Nigeria CERTIFICATION ND PROFESSIONAL TRAINING

• Critical Incident Group Debriefing (CTRI), 2026

• De-escalating Children & Youth (CTRI), 2025

• Trauma-Informed Care (Region of Waterloo), 2025

• Responsive Care & Impact Awareness Training, 2025

• Project Management Professional (PMP), PMI, 2022 PROFESSIONAL MEMBERSHIPS & AWARDS

• First Place MBA Capstone Competition International Business University

• Best Performing Staff, Planning, Research, and Statistics (NRS)

• Member, International Association of Strategy Professionals

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