Yousef Ismail
Garland,TX
Summary
Detail-oriented and customer-focused professional with extensive experience in disaster assistance, customer service, and sales. Expertise in case file analysis, technical support, and educating applicants on federal assistance programs ensures clarity and understanding. Proven ability to manage high call volumes while maintaining accuracy, empathy, and professionalism under pressure. Committed to leveraging strong communication, service delivery, and case management skills in a federal role that makes a meaningful impact.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Human Services Specialist
Federal Emergency Management Agency (FEMA)
06.2024 - 05.2025
- Review and analyze applicant files for accuracy and eligibility.
- Educate applicants on Individual Assistance and Housing Assistance programs.
- Direct calls to SBA and local recovery partners as needed.
- Deliver empathetic, high-quality customer service during high call volumes.
- Document all case interactions in NEMIS.
- Ensure professionalism, accuracy, and timely guidance to applicants.
- 40 hrs/week
- Supervisor: Vetrell Tinsley — 817-862-8801 (May Contact)
- Accomplishments:
- Maintained above-average applicant satisfaction scores.
- Increased applicant success by delivering clear and accurate information.
HVAC Sales Associate
Locke Supply
11.2023 - 03.2024
- Enhanced customer satisfaction through thorough HVAC site assessments.
- Identified HVAC issues and proposed effective repair or replacement solutions.
- Created detailed proposals while maintaining organized sales documentation.
- Cultivated strong customer relationships by providing attentive, personalized service.
- Processed sales transactions accurately using point-of-sale systems.
Valet Attendant
ABM Industries
06.2019 - 03.2020
- Enhanced vehicle security by maintaining detailed logs and monitoring conditions.
- Delivered prompt parking and retrieval services, ensuring customer satisfaction.
- Reported vehicle issues, contributing to overall fleet maintenance efficiency.
- Reduced retrieval times, streamlining parking operations and improving service delivery.
- Recognized for outstanding customer service and operational improvements in vehicle management.
Lumber, Roofing & Flooring Associate
Home Depot
03.2018 - 05.2019
- Enhanced customer satisfaction by assisting in selecting building materials.
- Operated cutting and measuring tools for precision in custom orders.
- Ensured compliance with safety procedures for effective material handling.
- Delivered expert product guidance, improving customer decision-making processes.
- Developed strong knowledge of home-improvement materials and customer service best practices.
Education
High School Diploma -
International Leadership Of Texas
Garland, TX06.2017
Skills
- Written and verbal communication
- Client needs assessments
- Interviewing skills
- Multicultural competence
- Effective customer communication
- Client support and assistance
- Teamwork
- Problem-solving
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
Certified Lumber associate, Home Depot
TRAINING & CERTIFICATIONS
- FEMA Case Management Training
- Customer Service Excellence Training
Languages
English
Full Professional
Arabic
Limited Working
Timeline
Human Services Specialist
Federal Emergency Management Agency (FEMA)
06.2024 - 05.2025
HVAC Sales Associate
Locke Supply
11.2023 - 03.2024
Valet Attendant
ABM Industries
06.2019 - 03.2020
Lumber, Roofing & Flooring Associate
Home Depot
03.2018 - 05.2019
High School Diploma -
International Leadership Of Texas