Julissa Delgado
Houston,Tx
Summary
Dynamic professional with extensive experience at the Federal Emergency Management Agency, excelling in customer service and problem-solving. Proven ability to manage complex claims and enhance customer satisfaction through effective communication and analytical skills. Recognized for maintaining high-quality standards and fostering strong relationships, contributing to improved service outcomes.
Overview
6
6
years of professional experience
Work History
Document Validation / Specialized Agent Tier II
Federal Emergency Management Agency
10.2024 - Current
- Review and validate insurance claims involving home damages, replacements, and business losses.
- Analyze supporting documents, including house drawings, blueprints, and contractor estimates where takeoffs are generated.
- Verify receipts and statements to ensure alignment with real-world construction and repair costs.
- Determine applicant eligibility and escalate complex claims to supervisors when needed.
- Schedule inspections to verify damages and completed repairs.
- Assist with stop payment requests and reissuance of disaster funds.
- Communicated FEMA program requirements clearly to applicants while maintaining professionalism in high-volume environments.
- Maintain strict confidentiality while processing sensitive claim information.
Lien Specialist
Resource Corporation of America
06.2024 - 10.2024
- Investigated Motor Vehicle Accident (MVA) cases to ensure timely patient treatment.
- Processed and filed medical liens, including notarizing and submitting documents to the county courthouse.
- Communicated with insurance companies, attorneys, and adjusters to manage lien notifications and releases.
- Verified reimbursement payments against outstanding balances to ensure accurate settlements.
Customer Service Representative
United States Citizenship and Immigration Services
05.2023 - 01.2024
- Handled 100+ inbound calls daily, providing accurate, comprehensive guidance on immigration topics, including visas, green cards, naturalization, and asylum processes.
- Utilized bilingual communication skills (Spanish/English) to assist diverse callers, ensuring clarity and improving user experience.
- Documented caller interactions and case details using Salesforce; collaborated with internal teams via Microsoft Teams to resolve inquiries efficiently.
- Maintained up-to-date knowledge of immigration policies to deliver consistent and compliant information to the public.
Customer Service Representative
Federal Emergency Management Agency
10.2022 - 01.2023
- Managed 150+ inbound calls daily, assisting disaster survivors with registrations, application updates, and recovery resources through FEMA's intake system.
- Delivered accurate, empathetic support, maintaining a 95% customer satisfaction rate by resolving inquiries efficiently and ensuring timely aid.
- Conducted outbound calls to gather quotes, confirm payments, and follow up on cases-contributing to a 20% increase in applicant retention and satisfaction.
Customer Service Representative
PLS Check Cashing
07.2021 - 03.2022
- Accurately processed 200+ daily transactions, including check cashing, money orders, and bill payments, while maintaining a balanced cash drawer.
- Resolved customer issues promptly and provided detailed product information, improving overall service quality.
- Fostered strong customer relationships through personalized support, contributing to a 15% increase in repeat business.
Assistant
Fix A Bumper
01.2019 - 06.2021
- Managed daily operations of an automotive repair shop specializing in bumper restoration and repairs.
- Supervise a team of technicians to ensure high-quality workmanship and on-time service delivery.
- Oversee inventory control, customer relations, and coordination with vendors to maintain smooth business operations.
- Ensure compliance with safety protocols and environmental regulations.
- Strengthen client relationships and grow repeat business through exceptional customer service and reliable repair outcomes.
Education
Bachelor of Science - Construction Management
University of Houston
05.2026
High School -
Stephen F. Austin High School
05.2021
Skills
- Time management
- Adaptability and flexibility
- Decision-making
- Problem-solving skills
- Customer relationship management
- Active listening
- Analytical and logical thinking
- Verbal and written communication
- Meeting coordination
- Construction documentation
- Problem solving
- Customer service
- Team collaboration
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certificates Awards
- NSCS - The National Society of Collegiate Scholars, 05/22
- Port Houston Maritime Academy Certificate, 05/21
- NCCER Certification #19427408, 12/19
Timeline
Document Validation / Specialized Agent Tier II
Federal Emergency Management Agency
10.2024 - Current
Lien Specialist
Resource Corporation of America
06.2024 - 10.2024
Customer Service Representative
United States Citizenship and Immigration Services
05.2023 - 01.2024
Customer Service Representative
Federal Emergency Management Agency
10.2022 - 01.2023
Customer Service Representative
PLS Check Cashing
07.2021 - 03.2022
Assistant
Fix A Bumper
01.2019 - 06.2021
Bachelor of Science - Construction Management
University of Houston
High School -
Stephen F. Austin High School
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