MYRIAM L. HERNANDEZ SIERRA
Canóvanas
Summary
Accomplished professional with a strong background at FEMA, focusing on customer service and team leadership. Bilingual in English and Spanish, skilled in conveying complex information clearly. Proven expertise in case management and training, driving compliance and enhancing team performance under pressure.
Overview
8
8
years of professional experience
Work History
IA Individual and Household Program Crew Leader
Federal Emergency Management Agency (FEMA)
09.2021 - Current
- Responsible for overseeing daily operations and ensuring that the agents remain informed and aligned with disaster-specific updates.
- Provided leadership to the team, monitored productivity metrics, and maintained adherence to Individual Housing Program (IHP) standards.
- Supervised and provided training to Applicant Service Program Specialists in the Individual Household Program (IHP), ensuring adherence to established guidelines, and facilitating prompt assistance to applicants in need.
- Facilitated clear communication of complex eligibility processes and policy details to applicants, and coordinated referrals with federal, state, and voluntary agencies. While providing excellent customer service.
- Uphold confidentiality, integrity, and professionalism always during high pressure.
- Establish clear goals, expectations, assigned tasks, monitor progress, and foster a positive work environment throughout the mission.
- Ensure the team has the necessary resources and support to complete their duties, and address any challenges they encounter.
- Maintain open communication channels, offer constructive feedback, and recognize achievements to keep the team motivated and informed.
- Identify training needs and facilitate professional development opportunities to support employees' growth and ongoing improvement.
- Delegated tasks based on individual strengths, skill sets, and capabilities, while prioritizing and managing deadlines.
- Foster a positive and collaborative culture by motivating the team, encouraging collaboration, and acting as a mediator to resolve conflicts fairly.
- Review biweekly payroll and maintain accurate records of employee attendance, hours worked, and rotation.
- Serve as a liaison to upper management by delivering timely updates and facilitating effective communication throughout all levels of the organizational hierarchy.
Individual Assistance Program Specialist
Federal Emergency Management Agency (FEMA)
05.2018 - 09.2021
- Completed and processed online registrations at Disaster Recovery Centers and provided applicants with appropriate referrals to Federal, State, and local agencies, as well as voluntary and faith-based organizations.
- Communicated with applicants to discuss case status, confirm understanding of disaster assistance programs, and provide updates on registration progress.
- Requested and reviewed additional documentation to ensure completeness, accuracy, and compliance with Individual Assistance (IA) program requirements.
- Conducted thorough case reviews in NEMIS, identified issues requiring resolution, and made authorized data corrections in accordance with standard operating procedures.
- Updated applicant records and documented all contacts and case notes in NEMIS to ensure clarity, accuracy, and completeness.
- Monitored NEMIS to verify that all required documents were scanned into survivor files and initiated follow-up actions as needed.
- Reviewed Housing Replacement case requests, prepared supporting documentation, and submitted them to supervisors for further action.
- Participated in ongoing training and professional development to maintain and enhance required skills and credential proficiency.
Translator (English–Spanish)
JTG Inc. (Subcontractor – FEMA)
10.2017 - 05.2018
- Delivered real-time English–Spanish translations during disaster assistance interviews.
- Ensured applicants fully understood FEMA programs, eligibility, and appeal processes.
- Provided exceptional customer service and empathy in high-stress post-disaster environments.
Education
Bachelor Degree - Business Administration, Tourism
Universidad Del Sagrado Corazón
Santurce, PR05-1995
Skills
- Customer service-oriented
- Interpersonal skills
- Supervisory experience
- Bilingual (English and Spanish)
- Verbal and written communication
- Stress management
- Organizational skills
- Teamwork and collaboration
- Attention to detail
- Self-motivation
- Computer knowledge
- Emergency management specialist
- Case management
References
Available upon request
Timeline
IA Individual and Household Program Crew Leader
Federal Emergency Management Agency (FEMA)
09.2021 - Current
Individual Assistance Program Specialist
Federal Emergency Management Agency (FEMA)
05.2018 - 09.2021
Translator (English–Spanish)
JTG Inc. (Subcontractor – FEMA)
10.2017 - 05.2018
Bachelor Degree - Business Administration, Tourism
Universidad Del Sagrado Corazón