Shannon Armstrong
Stafford,US
Summary
Dynamic professional with a proven track record at AC Disaster, adept in problem-solving and data entry proficiency. Demonstrated excellence in ensuring compliance and enhancing customer service through effective communication and attention to detail. Skilled in navigating complex regulations and improving operational efficiency. Dynamic individual with a successful track record of providing exceptional customer service. Skilled in multitasking and resolving customer inquiries in a timely and professional manner. Demonstrated ability to remain calm under pressure and handle volatile situations with ease. Public Trust Security Background Check completed 2024-05
Overview
8
8
years of professional experience
Work History
Application Development Specialist
AC Disaster Consulting
Stafford, TX
11.2025 - Current
- Developed and maintained web applications to enhance disaster recovery processes.
- Collaborated with cross-functional teams to define application requirements and specifications.
- Implemented software solutions to streamline data management and reporting workflows.
- Conducted system testing and quality assurance to ensure application reliability and performance.
TAC-C Coordinator
Dewberry Engineers
Asheville, North Carolina
10.2024 - 10.2025
- Coordinated training sessions for new employees on relevant topics such as safety protocols or company policies.
- Communicated effectively with internal staff members as well as external vendors to resolve issues quickly and efficiently.
- Worked with supervisors or project managers to develop schedules, monitor deadlines and coordinate resources.
- Used computer software and systems to enter data and review and draft documents.
- Assisted in the development of process improvement initiatives to increase operational effectiveness.
- Handled administrative tasks for team members, helping projects run smoothly.
- Maintained accurate records of projects, tasks, and deadlines using database software.
- Planned and coordinated events, meetings, and conferences with stakeholders to ensure successful outcomes.
- Drafted correspondence, reports and other documents based on instructions from supervisors or managers.
- Collaborated with other departments to ensure customer orders met deadlines.
- Tracked the delivery of customer orders to ensure timely arrival.
- Performed data entry for various departments to facilitate timely decision-making processes.
- Daily accountability
- Rotation requests
- Overtime Authorization
- Create and maintain roster with updates and tracking
- Multiple report deliverables to the PMO and Client
ANSWERING SERVICE RESPONDER
AMBIPAR GROUP
Houston, US
10.2023 - 10.2024
- Answer incoming calls and emails in a timely, professional, and courteous manner
- Answer calls regarding account and shipping department questions
- Represent clients, serving as their emergency call center
- Receive incident and Emergency reports
- Asks clarifying questions to ensure the primary issues of the call are identified and to surface any other concerns or issues addressed during the call
- Determine the most appropriate action or identifying alternatives in resolving the issue(s) through in-depth research and interpretation
- Provide timely feedback to customers on service request status, resolution actions, and preventive measures for the delivery request.
ELIGIBILITY SPECIALIST
Tidal Basin
US
07.2023 - 10.2023
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits
- Maintained comprehensive knowledge of program regulations, policies, and procedures
- Conducted detailed interviews with applicants to determine their eligibility for assistance programs
- Analyzed financial information provided by applicants to verify income levels
- Processed client applications in accordance with established guidelines.
COMPLIANCE REVIEWER
AC Disaster Consulting
US
03.2023 - 07.2023
- Reviewed and monitored compliance with applicable laws, regulations, and policies to ensure compliance with regulatory requirements
- Analyzed potential areas of risk and developed strategies to mitigate such risks
- Conducted research on laws, regulations, and industry trends related to the organization's operations
- Reviewed debris invoices to ensure billing accuracy and resolved discrepancies
- Invoice reconciliation and tabulation
- Reviewed contracts to verify what was being billed as allowable by FEMA
- Confirmed debris quantities were accurate/ Created PDF documents.
- Interpreted federal and state guidelines, laws, and rules and the ability to synthesize this information into policy and process.
QA/QC ANALYST
Witt O’Brien’s
US
12.2022 - 03.2023
- Performed accurate and timely data entry for QC records
- Analyzed quality control results to identify trends and potential problems
- Conducted regular inspections of incoming materials, components, and finished products
- Developed and maintained inspection criteria based on customer requirements
- Provided technical support to other departments regarding QC protocols
- Monitored production processes to ensure compliance with established quality standards
- Assisted in the development of new testing methods or processes when needed
- Prepared reports summarizing findings from tests conducted on samples
- Trained new personnel on QC procedures, including sampling techniques and data interpretation
- Verified that corrective action plans are implemented effectively following audit findings.
Mortgage Assistance Case Manager
IEM
Richmond, TX
05.2022 - 08.2022
- Participated in team meetings to discuss case management strategies for individual cases.
- Educated clients on available community resources and how to access them effectively.
- Assisted clients with obtaining basic needs such as housing, food, clothing, transportation, employment assistance and medical care.
- Demonstrated success in building relationships with clients and providing emotional support.
- Implemented case management plans, provided assessments, and offered counseling and support.
- Monitored and evaluated case management services to ensure quality and effectiveness.
Housing Resource Specialist
North Carolina Office Of Recovery
US
03.2021 - 02.2022
- Assisted with the Rental Assistance and Utility Assistance Program for the state of North Carolina for individuals affected by financial hardship due to Covid
- Reviewed and monitored compliance with applicable laws, regulations, and policies to ensure compliance with regulatory requirements
- Analyzed potential areas of risk and developed strategies to mitigate such risks
- Conducted research on laws, regulations, and industry trends related to the organization's operations
- Reviewed debris invoices to ensure billing accuracy and resolved discrepancies
- Invoice reconciliation and tabulation
- Confirmed debris quantities were accurate/ Created PDF documents
- Collaborated with social service agencies to ensure that clients had access to NCS services.
- Planned, developed, and implemented operational controls and reporting that serve to increase efficiency, clarity, and alignment with diverse efforts.
CASE MANAGEMENT SPECIALIST/BUYOUT SPECIALIST
Horne LLP
US
04.2020 - 02.2021
- Provided referrals to community resources such as rental assistance, public benefits, legal services, employment programs
- Assisted clients in locating appropriate affordable housing options based on their income and other criteria
- Facilitated weekly case management meetings with clients to review progress towards goals and provide additional support as needed
- Maintained accurate records of client interactions utilizing a computerized database system
- Monitored and evaluated client progress compared to measurable treatment and care plan goals
- Collaborated with other professionals to assess client needs.
- Assisted with the Hazard Mitigation Grant Program by guiding applicants through the hazard mitigation grant process, and ensured compliance with program guidelines. Assisted with the documentation submission and applicant review process.
PUBLIC ASSISTANCE SPECIALIST
Tetra Tech
US
02.2019 - 03.2020
- Monitored client progress and modified services accordingly to meet their changing needs
- Conducted regular meetings with team members to discuss caseloads and provide guidance on complex cases
- Ensured compliance with all applicable laws, regulations, policies, procedures, and standards of practice
- Maintained up-to-date records on each client's status including progress notes and case histories
- Guided applicants who were attempting to secure CDBG funds to restore or rebuild damaged dwelling
- Deescalated situations between applicants and Case Managers
- Reviewed and submitted timesheets weekly for my team
- Attended trainings and briefings and relayed the updates to the team.
HOUSING CASE MANAGER
BCFS Health And Human Services
US
04.2018 - 02.2019
- Assisting immediate supervisor with ensuring that all Manufactured Housing Units (MHU) or Recreational Vehicles (RV) transactions are documented in the Housing Operation Mission Enterprise System (HOMES)
- Performing reviews of submitted Requests for Site Inspections, Manufactured Housing Unit Inspection Reports, and Ready for Occupancy Status forms for completion
- Assembling records of all floodplain management regulatory compliance, environmental and historic preservation reviews, contractor maintenance reports, and utility accounts for commercial sites
- Preparing and tracking Unit Installation Work Orders in data systems
- Developing regular reports summarizing progress of all tasks related to MHU transactions and operational tasks while identifying trends that could impact MHU mission, priorities, and objectives.
- Assisted with relocation of families impacted by Hurricane Harvey. Located suitable housing, assisted with securing temporary housing during the duration of the rebuilding process.
Skills
- Time Management
- Problem Solving
- Telephone Etiquette
- Product Knowledge
- Data Entry Proficiency
- Conflict Resolution
- Ability to work independently, as a team and with partners or stakeholders
- Excellent Communication
- Attention to Detail
- Decision Making
- Real-time communication
- Version control systems
- Customer support
Timeline
Application Development Specialist
AC Disaster Consulting
11.2025 - Current
TAC-C Coordinator
Dewberry Engineers
10.2024 - 10.2025
ANSWERING SERVICE RESPONDER
AMBIPAR GROUP
10.2023 - 10.2024
ELIGIBILITY SPECIALIST
Tidal Basin
07.2023 - 10.2023
COMPLIANCE REVIEWER
AC Disaster Consulting
03.2023 - 07.2023
QA/QC ANALYST
Witt O’Brien’s
12.2022 - 03.2023
Mortgage Assistance Case Manager
IEM
05.2022 - 08.2022
Housing Resource Specialist
North Carolina Office Of Recovery
03.2021 - 02.2022
CASE MANAGEMENT SPECIALIST/BUYOUT SPECIALIST
Horne LLP
04.2020 - 02.2021
PUBLIC ASSISTANCE SPECIALIST
Tetra Tech
02.2019 - 03.2020
HOUSING CASE MANAGER
BCFS Health And Human Services
04.2018 - 02.2019