Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Tierra Jones

Denton,TX

Summary

Dynamic Emergency Management Specialist with FEMA, skilled in damage assessment and crisis communication. Proven ability to manage complex cases and deliver exceptional customer service. Adept at utilizing advanced data analysis to enhance program effectiveness while fostering strong relationships with stakeholders. Committed to achieving organizational goals through effective decision-making and problem-solving.

Overview

17
17
years of professional experience

Work History

Emergency Management Specialist

FEMA
Denton, TX
06.2024 - Current
  • Conducted assessments and verified damage reports for disaster survivor assistance.
  • Managed inbound calls regarding disaster assistance inquiries and provided detailed information.
  • Guided applicants through needs determination and referral processes to appropriate programs.
  • Served as primary point of contact for individuals seeking disaster assistance via telephone.
  • Performed eligibility verification activities directly with applicants to gather essential information.
  • Processed cases, re-certifications, audits, and reimbursements for disaster assistance applicants.
  • Delivered administrative, financial, and logistical support to ensure program effectiveness.

Owner Operator

Siimply Tierra Naturals
Denton, TX
04.2016 - Current
  • Developed comprehensive business plans to support strategic growth initiatives.
  • Identified new business opportunities to enhance market presence and profitability.
  • Oversaw daily operations, ensuring efficient workflow and high-quality service delivery.
  • Arranged financing options to secure necessary capital for expansion projects.
  • Hired and trained staff to build a skilled and motivated team.
  • Reviewed sales performance to inform strategic marketing decisions.
  • Organized schedules, appointments, and administrative requests to optimize productivity.
  • Maintained a filing system and updated office policies to ensure compliance.

Collections Specialist

Apex Systems
Fort Worth, TX
12.2022 - 11.2023
  • Collected payments and offered solutions for past due accounts to minimize losses.
  • Maintained professional communication during collection calls, fostering positive customer relations.
  • Managed accounts aged 60 to 120 days past due with high inbound and outbound call volume.
  • Utilized skip tracing tools to locate clients and collateral through authorized means.
  • Updated comprehensive customer demographic information using appropriate online resources.
  • Presented recommendations to management on resolution strategies for uncollectible accounts.
  • Resolved client billing issues and account delinquency while delivering timely customer service.
  • Monitored assigned accounts regularly to ensure accurate collections reporting.

Survivor Intake Representative (Contract)

FEMA (Local Hire)
Denton, TX
06.2021 - 11.2021
  • Handled inbound calls regarding disaster survivor assistance and related inquiries.
  • Conducted damage assessments and verified information to evaluate applicant needs.
  • Provided administrative, financial, and logistical support for disaster assistance programs.
  • Served as primary point of contact for individuals seeking disaster-related assistance.
  • Conducted telephone interviews with disaster survivors impacted by declared disasters.
  • Assisted applicants in identifying needs and directing them to relevant programs and resources.
  • Explained housing assistance options and other aid programs to applicants.
  • Processed applicant cases, including re-certifications, audits, and reimbursements efficiently.

Delinquent Account Manager

JP Morgan Chase
Lewisville, TX
02.2018 - 02.2019
  • Reviewed open accounts to identify collection opportunities.
  • Conducted outbound collection calls while maintaining positive customer relations.
  • Resolved client billing issues and addressed accounts receivable delinquency promptly.
  • Collected customer payments in accordance with established due dates.
  • Identified causes of account delinquency and discussed solutions with management.
  • Monitored assigned accounts and analyzed all relevant collection reports.
  • Provided timely follow-up on payment arrangements to ensure compliance.
  • Sent correspondence to customers to encourage prompt payment of overdue accounts.

Administrative Assistant

Valley Hope
Oklahoma City, OK
02.2017 - 08.2017
  • Managed administrative requests and queries from senior management efficiently.
  • Organized and scheduled appointments to optimize executive time.
  • Planned meetings, ensuring detailed minutes were recorded accurately.
  • Handled incoming phone calls, directing them appropriately.
  • Developed and maintained an efficient filing system for easy access.
  • Updated office policies and procedures to reflect current practices.
  • Ordered office supplies while researching new suppliers for cost savings.
  • Acted as point of contact for internal and external clients, providing support.

Customer Account Manager

Hertz (Herc Rentals)
Oklahoma City, OK
10.2013 - 08.2016
  • Conducted collections calls and correspondence to reduce delinquency on assigned accounts.
  • Resolved discrepancies and short payments, ensuring accurate account adjustments.
  • Provided customer service support for collection issues, fostering strong relationships.
  • Coordinated with Sales, Operations, and Senior Management to expedite collection processes.
  • Reviewed and reported aging results to management, meeting departmental goals.
  • Created and updated tracking spreadsheets and presentations using the Microsoft Office suite.
  • Ensured compliance with federal Sarbanes-Oxley (SOX) regulations throughout team activities.
  • Performed additional duties to support Financial Services teams effectively.

Delinquent Mortgage Loan Specialist

Vericrest Financial
Oklahoma City, OK
01.2008 - 08.2012
  • Managed 75 to 90 accounts daily, exceeding 400 weekly with consistent efficiency.
  • Documented and maintained all collection efforts in compliance with established standards.
  • Drafted and edited email correspondence for internal and external communication.
  • Negotiated payment arrangements with customers to prevent mortgage delinquency and repossessions.
  • Ensured adherence to theFair Debt Collections Practices Act and consumer privacy laws.
  • Assessed debtor financial situations to propose alternative payment options.
  • Contacted debtors regarding account status and overdue fees.
  • Executed skip tracking to locate debtors with inaccurate contact information.

Education

Associate of Applied Science - Mortuary Science

Dallas Institute of Mortuary Science
Dallas, TX
04-2025

License - Real Estate

Real Estate U
Miami, FL
01.2020

College -

Rose State College
Oklahoma City
01.2014

Beauty Academy -

Central State Beauty Academy
Oklahoma City
01.2011

Skills

  • Advanced knowledge of MS Excel
  • Case management
  • Customer service
  • Damage assessment
  • Effective communication
  • Regulatory compliance
  • Disaster response
  • Training and education
  • Goal setting
  • Organizational skills
  • Crisis communication
  • Decision-making
  • Team collaboration
  • Analytical skills
  • Self motivation
  • Detail-oriented
  • Risk assessment
  • Active listening
  • Training & Development
  • Problem-solving
  • Financial management
  • Adaptability and flexibility
  • Reliability
  • Data analysis
  • Multitasking
  • Relationship building
  • Written communication
  • Proficient in MS PowerPoint
  • Highly developed problem-solving skills
  • Proficient in written and verbal communication
  • Time management

Awards

  • 05/01/18, 100% Customer Satisfaction
  • 09/01/18, 100% Customer Satisfaction
  • 10/01/18, 100% Customer Satisfaction
  • 07/01/18, 100% Repayment Plan
  • 09/01/18, 100% Repayment Plan
  • 03/01/18, 100% Quality Assurance
  • 05/01/18, 100% Quality Assurance
  • 07/01/18, 100% Quality Assurance
  • 08/01/18, 100% Quality Assurance
  • 09/01/18, 100% Quality Assurance

Timeline

Emergency Management Specialist

FEMA
06.2024 - Current

Collections Specialist

Apex Systems
12.2022 - 11.2023

Survivor Intake Representative (Contract)

FEMA (Local Hire)
06.2021 - 11.2021

Delinquent Account Manager

JP Morgan Chase
02.2018 - 02.2019

Administrative Assistant

Valley Hope
02.2017 - 08.2017

Owner Operator

Siimply Tierra Naturals
04.2016 - Current

Customer Account Manager

Hertz (Herc Rentals)
10.2013 - 08.2016

Delinquent Mortgage Loan Specialist

Vericrest Financial
01.2008 - 08.2012

Associate of Applied Science - Mortuary Science

Dallas Institute of Mortuary Science

License - Real Estate

Real Estate U

College -

Rose State College

Beauty Academy -

Central State Beauty Academy

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