Kobby Antwi
Dublin
Summary
Dedicated professional with expertise in individual-centred support, case management, and community engagement. Skilled in workshop facilitation, cultural competency, and fostering social integration through effective communication and advocacy. Proficient in IT systems including Microsoft O365, Office Suite, Teams, and SharePoint, with a strong ability to adapt to dynamic environments and schedules. Demonstrates leadership in team coordination, project management, and customer relationship building while promoting cultural sensitivity and awareness. Committed to delivering impactful solutions that enhance personal care support and life skills development.
Overview
13
13
years of professional experience
8064
8064
years of post-secondary education
Work history
Customer Support Team Lead / Supervisor
Silicon Fusion, UK
2024.04 - 2025.05
- Oversaw 12 team members, mentoring new hires, and managing service quality metrics.
- Assisted nearly 55 customers per day with GPS device setup, training, and troubleshooting technical issues.
- Scheduled service appointments and promoted relevant GPS products and subscription plans.
- Maintained and updated customer profiles to ensure accurate tracking, support history.
- Coordinated with other supervisors to maintain consistency across shifts.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Reduced workplace conflicts through effective communication and negotiation skills.
- Improved team efficiency by implementing new scheduling practices.
Medical Liaison and Resettlement Lead
MCAF
2023.03 - 2024.02
- Coordinating medical care for 20 refugees and immigrants daily — booking appointments, arranging interpreters, and connecting clients with family doctors, specialists, or mental health professionals.
- Building relationships with local hospitals, clinics, and public health units to ensure clients receive timely care.
- Supporting over 100 vulnerable clients with special medical needs, chronic conditions, or mobility challenges.
- Coordinating housing arrangements, school registration, transportation, and community orientation.
- Collaborating with partner organizations (like government agencies, landlords, schools, and employers) to ensure smooth integration.
- Carry caseload of clients (single adults, young people, families) requiring settlement or resettlement support.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Successfully delivered on tasks within tight deadlines.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Carried out day-to-day duties accurately and efficiently.
Resettlement Worker – Government Assisted Refugees (GAR) Program
Multicultural Association of Fredericton (MCAF), Canada
2022.07 - 2024.02
- Provided comprehensive early-arrival support to Asylum Seeker and Government-Assisted Refugee clients, including resettlement services, documentation management, and SINAR assessments.
- Supported newcomers in accessing key MCAF programmes, delivering weekly orientation and education sessions with 95% participant satisfaction, while ensuring consistent, high-quality service through regular training and team collaboration.
- Followed procedures diligently, resulting in fewer errors on the job.
- Achieved high quality standards with meticulous attention to detail.
- Streamlined workflow with effective organisational strategies.
- Improved customer satisfaction by promptly and courteously addressing concerns.
Life Skills & Empowerment Coordinator
MCAF
2022.09 - 2023.03
- Designed and led life-skills programmes that improved participants’ confidence in budgeting, communication, and navigating public services, achieving 95% satisfaction rates and 30% skill improvement based on feedback surveys.
- Provide individual or group-based coaching to help build independence and confidence.
- Support clients in adjusting to independent living: establishing routines, managing bills/finances, understanding tenancy responsibilities, maintaining housing, accessing community resources, etc.
- Streamlined team communication by implementing effective coordination strategies.
- Collaborated across departments for strategic planning purposes.
Resettlement Worker
MCAF
2022.07 - 2022.09
- Assist clients with airport pick-up, transportation, temporary accommodation, and initial orientation.
- Support clients in understanding tenancy rights, responsibilities, and Canadian housing norms.
- Provide one-on-one and group-based life skills training as needed.
- Provide interpretation support when needed, or arrange interpreters.
- Use a trauma-informed approach to ensure clients feel safe, respected, and empowered.
Support Worker
Favour Health Limited, UK
2022.05 - 2022.07
- Supported service users transitioning from secure environments to community-based care, promoting independence and stability.
- Provided individualised care for clients with Learning Disabilities, Autism, and Personality Disorders, using tailored support plans.
- Applied a specialized, low-restriction approach to effectively manage complex behaviours in a homely setting.
- Collaborated with multidisciplinary teams to continuously refine care strategies and improve outcomes for high-need individuals.
- Contributed to the development of a safeguarding document to help maintain a safe and supportive environment.
Customer Service & Technical Support
University of Buckingham, UK
2016.12 - 2022.05
- Assisted users with Microsoft Office and Office 365 applications.
- Configured security groups for access control.
- Provided remote desktop support and technical troubleshooting.
- Resolved password issues and trained users on IT systems and software.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
IT Technician
New Communities Partnership, Dublin
2012.10 - 2016.11
- Assisted in providing internal technical support by applying transferable IT skills while contributing to immigrant integration initiatives.
- Assisted users with password resets and offered guidance on navigating IT platforms and applications.
- Facilitated weekly workshops for groups of 20+ participants, successfully educating 300+ individuals on basic computer training and and online safety.
Education
Diploma - Human Services Counsellor
East Coast Trades College
Fredericton, Canada 2022.06 - 2023.05
Degree, B.Ed - Management
University of Cape Coast
GhanaSome College (No Degree) - Physical Intervention, Break-Away & De-Escalation Skills
UK03.2022
NCFE CACHE Level 3 Diploma - Adult Care
Walton College
UKDegree, BA (Hons) - Technology Management
National College of Ireland
DublinCertificate - Microsoft Certified Technician
Dorset College
Dublin2006
Skills
- Individual-centred support & advocacy
- Case Management
- Community engagement & social integration
- Workshop facilitation & group support
- Strong cultural awareness & empathy
- Life skills & personal care support
- Cultural Competency
- Adaptable to changing schedules and needs
- Effective communication & report writing
- IT proficiency (Microsoft O365, Office Suite & Outlook, Teams, SharePoint)
- Team leadership
- Customer relationship building
- Cultural sensitivity training
- Project coordination
Accomplishments
- Supported over 100 individuals and families in securing and sustaining long-term tenancies through personalised settlement plans and continuous follow-up.
- Strengthened partnerships with Fredericton housing bodies, health services and community organisations, improving access to essential services for service users.
- Reduced tenancy breakdown risks by implementing early-intervention strategies and consistent case reviews.
- Delivered trauma-informed support to clients with complex needs, contributing to stabilisation and improved wellbeing outcomes.
- Enhanced team effectiveness by standardising support-plan templates, implementing consistent documentation, and supporting new staff during onboarding.
- Achieved high service-user engagement through advocacy, empowerment-based support and community-integration activities.
OTHER EXPERIENCE
- Customer Service & Technical Support roles across Ireland and the UK
- IT Support Technician, University of Buckingham
- Strong history of delivering training, documentation, and technical assistance
- Experience working in multicultural, humanitarian, and volunteer-based environments
ADDITIONAL INFORMATION
- Full clean driver’s license
- Criminal Record Check available
Timeline
Customer Support Team Lead / Supervisor
Silicon Fusion, UK
2024.04 - 2025.05
Medical Liaison and Resettlement Lead
MCAF
2023.03 - 2024.02
Life Skills & Empowerment Coordinator
MCAF
2022.09 - 2023.03
Resettlement Worker – Government Assisted Refugees (GAR) Program
Multicultural Association of Fredericton (MCAF), Canada
2022.07 - 2024.02
Resettlement Worker
MCAF
2022.07 - 2022.09
Diploma - Human Services Counsellor
East Coast Trades College
2022.06 - 2023.05
Support Worker
Favour Health Limited, UK
2022.05 - 2022.07
Customer Service & Technical Support
University of Buckingham, UK
2016.12 - 2022.05
IT Technician
New Communities Partnership, Dublin
2012.10 - 2016.11
Degree, B.Ed - Management
University of Cape Coast
Some College (No Degree) - Physical Intervention, Break-Away & De-Escalation Skills
NCFE CACHE Level 3 Diploma - Adult Care
Walton College
Degree, BA (Hons) - Technology Management
National College of Ireland
Certificate - Microsoft Certified Technician
Dorset College