Summary
Overview
Work History
Education
Skills
Timeline
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Rubina Valenzuela

San Antonio,TX

Summary

Customer service professional with history of delivering bilingual support. Skilled in communication, problem solving, and conflict resolution. Proven ability to handle multiple tasks effectively and efficiently in a fast-paced call center environment.

Overview

16
16
years of professional experience

Work History

TIER 2 / Customer Service Disaster Call Center

FEMA/ITCON Gov’t Services
08.2024 - 05.2025
  • T2 Specialized Agent trained & experience
  • Answered escalated support transfer calls
  • Navigated multiple screens, while assisting on phone
  • Processed helpline and registration intake
  • Experience in HA, PP, CTHA, Rent Assistance & TSA
  • Set-up Home Inspections, re-issued checks
  • Updated applicants current information on file
  • Excellent Communication skills
  • Researched, explored, resolved customer inquiries, answered questions
  • Utilized initiative and independent judgement
  • Answered questions regarding their application for disaster assistance
  • Started Work Packets
  • Experience in Document Validation
  • Provided accurate information to resolve customer questions and concerns
  • Maintain knowledge of systems and adapted to changes in procedures
  • Documented case file to maintain accurate and confidential applicant records after each call

Customer Service

Steppingstone Apt’s
06.2023 - 05.2024
  • Assisted with applications for tenants, data entry, registration intake
  • Navigated multiple screens, multi-tasked while assisting callers and tenants
  • Excellent Communication skills
  • Utilized listening skills, providing them with best solution to resolve their tenant issues
  • Utilized initiative and independent judgement while decision making
  • Empathy towards people regardless of race, age, gender, or Economic Status
  • Received high volume inbound calls/processed outbound calls
  • Resolved questions, complaints, concerning tenant accounts
  • Document Validation (verified & substantiated) incoming documents for case file
  • Remained calm and professional dealing with angry callers
  • Documented case file to maintain accurate confidential case record to read
  • Bilingual (fluent)
  • Evaluated and researched data info from other resources/agencies
  • Data-entry, assisted incoming and outgoing calls
  • Prior experience with Medicaid, Medicare, SNAP, TANF & Chip
  • Prior experience with FEMA system NEMIS working on disasters
  • Assisted with cleaning and preparing apartments for new tenants

Customer Service Disaster Call Center

FEMA/ Katmai Gov’t Services
08.2022 - 05.2023
  • Provided Registration Intake for disaster assistance
  • Experienced with FEMA system NEMIS, working HA, ONA, IHP, TSA, SBA, and helpdesk
  • Call Center phone systems & Internet research experienced and trained
  • Navigated multiple screens, multi-tasked while assisting applicant and or disaster survivor on phone
  • Researched, explored, resolved customer inquiries, answered questions
  • Utilized Initiative and Independent judgement while decision making working on case
  • Experienced in high volume inbound and outbound disaster calls, emails
  • TSA trained and experienced in assisting applicant find available Hotel/Motel reservation
  • Documented case file to maintain accurate confidential case record for next agent to read
  • Explained program benefits, requirements, right to appeal, and fair hearing to client or authorized rep
  • Excellent communication skills
  • Showed empathy by listening, acknowledging, remaining calm, clarifying issues
  • Experienced in communicating thru FEMA database with Inspectors, Home Contractors, and Supervisors
  • FEMA certificates received = IS-100.c, IS-200.b, IS-368, IS-405, IS-700.b, IS-800.c, IS-2200.c
  • Explained State & Federal guideline rules, regulations, policy, and procedures
  • Assisted Team Lead on Microsoft Teams answering questions and posting for team members
  • Scheduled home Inspections for disaster damage to property within 3 days after application submitted

Customer Service Disaster Call Center

FEMA/ Insight Global
02.2021 - 07.2022
  • Processed Covid disaster application intake in accordance with State and Federal Rules & Regulations
  • Navigated multiple screens, multi-tasked while assisting applicant and or disaster survivor on phone
  • Experience & trained with FEMA system NEMIS working HA, ONA, IHP, SBA, Covid, TSA, helpdesk, language line
  • Call Center phone systems & Internet research experienced and trained
  • Provided Customer Service and Registration Intake for various FEMA hurricane disasters (bilingual calls)
  • Researched, explored, and resolved customer inquiries and answered questions
  • Excellent Communication Skills
  • Experienced in communicating thru FEMA database with Inspectors, Home Contractors, and Supervisors
  • Answered questions regarding their application for disaster assistance
  • High volume inbound calls & placed outbound calls, emails
  • Showed empathy by listening, acknowledging, remaining calm, clarifying issues
  • TSA trained and experienced in assisting applicant find available Hotel/Motel reservation
  • FEMA certificates received = IS-100.c, IS-200.b, IS-368, IS-405, IS-700.b, IS-800.c, IS-2200.c
  • Compiled, prepared, submitted, and maintained accurate records in accordance with agency policy
  • Organized, detail oriented, focused, prioritized
  • Document Validation (verified & substantiated) incoming documents for case file
  • Skilled in organizing, writing, proofreading, editing, filing, record keeping and Interpersonal Communication
  • Stayed updated daily on information about Covid funeral assistance to better service needs of disaster victims
  • Documented case file to maintain accurate and confidential client records after each Registration Intake
  • Experienced in working with Inspector for Fraud Victim
  • Managed time effectively
  • Prior experience with SNAP, Medicaid, Medicare, TANF & Chip

Customer Service Registration Intake Call Center

Internal Revenue Service
09.2020 - 02.2021
  • Government Agency Call Center
  • Utilized active listening and Strong Verbal Communication Skills
  • Call Center phone systems & Internet research experienced and trained
  • Navigated multiple screens, multi-tasked while assisting applicant/ disaster survivor
  • Identified customers’ needs, showed empathy, clarified information, researched every issue, and provided solutions
  • Provided Team Lead assistance
  • Researched, explored, and resolved customer inquiries and answered questions
  • Supported and encouraged co-workers when they became discouraged on phone calls with customer
  • De-escalated calls by listening, acknowledging, remaining calm, showing empathy, clarifying issues
  • Customer focus and adaptability to different personality types
  • Followed call center “scripts” when researching and or handling different customer inquiries
  • Ability to multi-task, set priorities and manage time effectively

Customer Service Disaster Relief Call Center

FEMA/ Startek Inc.
12.2017 - 05.2019
  • Processed disaster registration intake in accordance with State and Federal Rules & Regulations
  • Researched, explored, resolved disaster survivor inquiries and answered questions
  • Navigated multiple screens while assisting applicant and or disaster survivor on phone
  • Experienced with Fema system NEMIS, working HA, IA, ONA, IHP, TSA, SBA, and helpdesk
  • Showed empathy by listening, acknowledging, remaining calm, clarifying issues
  • Call Center phone systems & Internet research experienced and trained
  • Excellent Communication Skills
  • Experienced in communicating thru FEMA database with Inspectors, Home Contractors, and Supervisors
  • Experienced in high volume disaster assistance inbound and outbound calls, emails
  • Provided case status, and explained process of appeal to applicant

Eligibility Intake CaseWorker

Texas Dept. of Health and Human Service Commission
04.2015 - 11.2017
  • State Agency Eligibility Intake Case Worker
  • Determined eligibility for SNAP, TANF, Medicaid and Chip, (Screened for Emergency)
  • Adult and Child STAR+Plus Medicaid-managed care
  • Certified program eligibility, computed benefit amount and determined the length of eligibility for client
  • Trained & experienced with FEMA system NEMIS working HA, ONA, SBA, Covid, TSA, helpdesk, language line
  • Explained State guideline rules, regulations, policy, and procedures
  • Assisted Houston onsite during Hurricane Harvey, worked disaster flood zone areas as FEMA approved
  • Worked quickly to assist survivors in need of benefits & services to help simplify their life affected by disaster
  • Excellent Effective Communication Skills with disaster victim as well as upper management
  • Referred Hurricane disaster victims to unmet disaster needs and support services (resources)
  • Experience in Financial Eligibility, Social Services, Determination, and Investigative work
  • Interviewed Customers/clients on the phone
  • Conducted review to determine renewal/recertification for continual assistance for client
  • Calculated and processed changes to client benefits such as overpayments, adjustments/restoration of payment
  • Documented case file to maintain accurate and confidential client records after each interview
  • Explained program benefits, requirements, right to appeal, and fair hearing to client or authorized representative
  • Established priorities according to importance, deadlines, set goals and managed time efficiently
  • Empathy towards people regardless of race, age, religion, gender, or economic status
  • Skilled in organizing, writing, proofreading, editing, filing, record keeping and Interpersonal Communication
  • Experienced to actively listen to clients, elicit, relate, evaluate information, and interpret terms
  • Experience working fast-paced work environment, establishing & maintaining effective working relationships
  • Processed, monitored, reviewed, and communicated case status to client or authorized representatives

Medicaid Clerk II – Eligibility Intake

Texas Dept. of Health and Human Service Commission
08.2012 - 04.2015
  • Experience working directly with families of children, for Medicaid at Dell Children’s Medical Center
  • Screened for emergency eligibility for SNAP, TANF, Children Medicaid, Adult Medicaid, CHIP
  • Obtained, gathered, verified income of client then documented on case file for eligibility determination
  • Sent, received, processed electronic correspondence, documents, and forms to and from state portal
  • Ability to evaluate information, explain State guideline rules, regulations, policies, and procedures to client
  • Provided administrative and clerical support, maintained records, and responded to client questions
  • Collected appropriate forms from families of patients, verified income then documented on case file
  • Organized files, drafted messages, proofread, and processed changes for upper management to read
  • Maintained confidentiality of case application and sensitive information
  • Put family in direct contact with available resources for unmet needs, maintained contact for continued assistance
  • Scheduled/rescheduled interviews & state created tasks for Caseworkers
  • Managed time efficiently, prioritized workload accordingly to importance and deadlines
  • Ability to establish and maintain effective working relationships as a team member
  • Ability to relate to public regardless of race, age, religion, or economic status

Loan Processor/Representative

Texas Car Title & Pay Day Loan Services
03.2009 - 07.2012
  • Ensured loan applications were complete, accurate and verified to maintain proper customer files
  • Obtained, verified, calculated income of client then documented on case file to determine financial eligibility
  • Reviewed loan approval
  • Sent, received, processed electronic and hard copy correspondence, documents, and forms for loan
  • Approved loan by analyzing applicants’ financial status and credit to determine loan amount
  • Computed payment schedule for customer
  • Compiled, input and processed customer files
  • Negotiated payment arrangement with customers who had delinquent loans
  • Ability to maintain records/files, ability to operate computer, ability to maintain confidentiality
  • Ensured that approval fell within the established lending guidelines

Education

High School Diploma -

Pinconning High School
Pinconning, MI

Skills

  • Eligibility Intake
  • Time Management
  • Multitasking
  • Active listening
  • Data entry
  • Problem resolution
  • Critical thinking
  • Bilingual (Spanish)

Timeline

TIER 2 / Customer Service Disaster Call Center

FEMA/ITCON Gov’t Services
08.2024 - 05.2025

Customer Service

Steppingstone Apt’s
06.2023 - 05.2024

Customer Service Disaster Call Center

FEMA/ Katmai Gov’t Services
08.2022 - 05.2023

Customer Service Disaster Call Center

FEMA/ Insight Global
02.2021 - 07.2022

Customer Service Registration Intake Call Center

Internal Revenue Service
09.2020 - 02.2021

Customer Service Disaster Relief Call Center

FEMA/ Startek Inc.
12.2017 - 05.2019

Eligibility Intake CaseWorker

Texas Dept. of Health and Human Service Commission
04.2015 - 11.2017

Medicaid Clerk II – Eligibility Intake

Texas Dept. of Health and Human Service Commission
08.2012 - 04.2015

Loan Processor/Representative

Texas Car Title & Pay Day Loan Services
03.2009 - 07.2012

High School Diploma -

Pinconning High School

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