
Dynamic administrative professional with extensive experience at FEMA, excelling in disaster response coordination and data analysis. Proven ability in customer service and Spanish interpretation, enhancing communication and client satisfaction. Recognized for developing efficient operational procedures and training programs, contributing to improved emergency management outcomes.
Profile summary: Self-motivated specialist with extensive experience in a call center environment, skilled in handling inbound and outbound calls, case processing, and independent work while ensuring alignment with administrative policies and procedures.
Proficient in call center management applications, with a strong work ethic and attention to detail that support effective performance oversight and consistent achievement of operational standards.
Section 8 Program
· Communicate and coordinate with DSA Task Force Leader for operational guidance
· Ensure Specialists have an emergency plan while in the field in the event of a safety issue or weather warnings. And ensure Specialists have an updated call down list
· Review the Incident Action Plan (IAP) and other relevant planning documents to track resource
· Identify and manage any staffing shortfalls and coordinate with the Task Force Lead
· Meet with Specialists for daily briefings, accountability, and objectives regarding field activities.
· Set expectations, monitor performance, and provide corrective feedback with Specialists when situations arise. This includes ensuring Specialists are following appropriate chain of command and they are employing both verbal and written communication effectively
· Maintain communications with your Specialists and chain of command
Personal Property Management, Augment accountability for personal property , property accountability for personal property by tagging and lodging items upon individuals entrance into CBP custody and accounting for items upon transfer from custody.
Warehouse Supplies receive/distribute
Supply Runs Pick up pre-purchase items such as food, detainee supplies, to/from vendor and station
Prescription Medicine Runs: Run medical scripts for local pharmacy pick up
Assist in Control Room; Monitor and operate access doors and answering phone
Distribution of Meals
RI
Call backs
Incomplete registrations
Strike team region 5 case work Fema Manual Determination /DR specific 2021-AUGUST
April 2021 CFNRL, Funeral Assistance case work, Supervisor Review, RI
Feb 2021 Indexing with Dmarts Training
Processing cases
BCA Training Help Line Tier 2 May 2021
ASL
American Sign Language
Coach & Evaluator
Exceeded expectations while supporting in a role as Disaster Assistance Specialist on DR-4757-MI with American Sign Language specialty. As a team they worked together to support all of FEMA Cadres deployed to Michigan with American sign language specialty when required to support survivors that had a hearing difficulty. It was estimated by deploying this specialist that utilized ASL to communicate with survivors saved the Federal government several thousands of dollars in contracting costs.
Starting July 2022 through May 2023, deployed in support of the DSA mission for a total of 145 days with no declinations. You were able to collaborate with the team to support survivors and your co-workers while deployed. You have worked in partnership to collaborate on best practices and completing the objectives set forth by leadership. Your willingness to immediately activate and support FEMA's Mission.
Based on the 2023 rating of record of Exceeded Expectations (Level 4)
Based on the 2024 rating of record of Achieved Excellence (Level 5)