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Click here or scroll down to respond to this candidate AlCandidate's Name
CUSTOMER SERVICE consultant/NATIONAL TRAINERAREAS OF EXPERTISEFEMA Public and Individual AssistanceDebris ManagementCloseoutPreliminary Damage AssessmentProject ManagementCertifications + licensureCertified in multiple FEMA EMI coursesAchievements + awardsCertificate of Outstanding Achievement from New York State Division of Homeland SecurityEDUCATIONB.S. Economics, Florida A&M University, Florida, 1991Candidate's Name has also developed the ability to assess a client s needs and help to create a formula for success.PROJECT EXPERIENCEProject Specialist (New York State: 4085 DR-NY: Hurricane Sandy, June 2013-Present)In response to the devastation wrought by Hurricane Sandy, AI deployed a team of more than 180 disaster assistance representatives and associated leadership staff to assist 1,165 New York State applicants to document 4,553 PWs totaling an estimated $5.5 billion in eligible damages to date. Hurricane Sandy is not only the most recent disaster declaration of a substantial nature; it encompasses all facets of the recovery process through transition to long-term recovery. AI dealt directly with the post-Sandy reform modifications, massive damage including beaches, infrastructure, hospitals, transportation, and a whole host of significant other categories of work. AI mobilized over 200 skilled personnel and continues to keep our federal partners moving in a positive manner. FEMA Senior Support Customer Service Support Rep for Hotline/Inbox
(FEMA Customer Service Experience Call Center and Email Inbox
February 2020 August 2023)
FEMA IMCORE PDMG/TFL/PAGs/National Delivery Model Trainer
(DR4238-MO July 2016 August 2023)Resolved escalated issues for FEMA personnel, state, local, territories, and tribes through inbound and outbound hotline calls and escalated emails.Laison between business architect, the internal clients of FEMA, and external FEMA field operatives; originated and resolved all CCTs for grants manager and grants portal technical issues.
Assist with the development and maintenance of all PA training; Experience with applying training development principles and techniques to develop and present course materials Assessing training or employee development processes or programs for improvements.
Assist with the development and maintenance of all PA training; Experience with applying training development principles and techniques to develop and present course materials Assessing training or employee development processes or programs for improvements.Collaborating with internal and external stakeholders to convey or develop program requirements. Requested and embedded trainer for 5 consecutive years under the leadership of Tom McCool and Manny Toro
Supervising and managing a Public Assistance training team unit. Performing all supervisory functions associated Assist with the development and maintenance of all PA training; Experience with applying training development principles and techniques to develop and present course materials Assessing training or employee development processes or programs for improvements. Collaborating with internal and external stakeholders to convey or develop program requirements. Requested and embedded trainer for 5 consecutive years under the leadership of Tom McCool and Manny Toro
Supervising and managing a Public Assistance training team unit. Performing all supervisory functions associated Briefing State, Local and Tribal partners at disasters, conferences and other engagements on initiatives and status of training their employees. Ensuring materials presented are consistent with agency policy and procedures, as with other information presented by the agency, meet the style and publication requirements of the agency.Program Director/ Personal Care Residential and Respite Consultant/Project Facilitator (LiveLoveLife365, LLC Atlanta, GA June 20210- July 2016)Train staff to teach basic life skills to mentally challenged client(s) residing in the Personal Care Home. Ensure that each client s annual Medicaid budget is allocated properly for the needs of the client. Develop policies, procedures, activity schedules, and ISP/IEP goals for Day Habilitation facilities. Responsible for the maintenance of a newly acquired home to be licensed for a host home and/or personal care residence; daily transportation responsibilities of clients and other mentally disabled population. Train staff to generate daily and weekly reports to compile ISP goals, daily progress notes, medicine distribution, and other written documentation to be review by various mental health entities.Project Officer (ANSUN/Tidal Basin Austin, TX January 2009 - June 2010Responsible for preparing comprehensive detailed FEMA Project Worksheets that identified the eligible damages description, dimensions, and cause of damage caused by a disaster. Described any change in the pre-disaster design of the facility required by codes and standards. Visited sites for investigative reasons to record detailed damage descriptions for PWs and reviewed Preliminary Damage Assessments of others before creating PWsPROFESSIONAL HISTORY (cONTINUED)Producer/Composer/Songwriter/Data Analytics Consultant/Content Creator/ Studio Recording/Live Music Performance Professional 2013- Present: Corporate/Creative Data Analyst Consultant and Trainer (livelovelife365 --Atlanta, GA January 1999 Present)- Corporate/Creative Analytic Liaison and Training Consultant for corporate, private small businesses, and entertainment clients who need real time data and predictive analytic insight from a CRM tool;
Assisted management by providing reports and implementation for their digital sales/marketing campaigns and informational/survey content to determine and maintain their virtual niche in the marketplace;
Strong data analysis skills including, but not limited to, reporting and tracking plans, campaigns, and content adjustments and their outcomes, documentation, data validations, variable maps, ROI analysis, and the ability to spot trends and drive ideas forward
- Extracting data accurately from multiple reporting sources and creating reports on a daily, weekly, monthly and ad hoc basis that track various ecommerce metrics and dispatching them to relevant executive decision makers in the sales/marketing department of recording and event companies; managing daily, weekly, and monthly campaigns metrics
- Regularly review data deliverable to check their relevance and recommend new data that can be useful; reviewing data requirements with the marketing and strategy teams to ensure requirements are captured accurately and optimally
- Music Director, Bandleader, Lead and Background Vocalist, Multi-Instrumentalist, Transportation and Logistics Manager for Corporate and Government conventions, Private Events, and Parties
Speaker/Mentor/Coach (livelovelife365 Atlanta, GA September 1989 December 1998)Trained staff to teach basic life skills to mentally challenged client(s) residing in the Personal Care Home by using infusing education and entertainment and calling it Life-Oriented Instructional Facilitation Edutainment (L.I.F.E.)
Develop policies, procedures, activity schedules, and ISP/IEP goals for Day Habilitation facilitiesEnsured that each client's annual Medicaid budget is allocated properly for the needs of the client;
Found homes and procured certificate of occupancy for housing that served as residential program facilityTrained staff to generate daily and weekly reports to compile ISP goals, daily progress notes, medicine distribution, and other written documentation to be review by various mental health entities
Education
Bachelor
Customer Service /Operational Support Team Leader (Office Depot Norcross, GA March 1995 - July 1998)Generated hourly and daily reports that depicted whether the call center adherence goals and warehouse inventory/delivery goals were consistently parallel. Monitored active network functions and department metrics for tracking necessary key performance indicators and call distribution through MCI for three national call centers. Served as liaison between CSRs in the call center and warehouse with service-related issues. Worked with QA and Training team to develop quality review system.Sales/Customer Service Call Ctr Supervisor (Florida Lottery Tallahassee, FL September 1989 - July 1995)Formulated recruiting process training initiatives, formulated staff budgeting requirements, recognition programs and incentive programs.
Trained, coached, and developed sales/service professionals. Directly managed a team of 15-20 sales/service in bound Call Center professionals responsible for marketing lottery products and services to small businesses and large vendors.
Prepared daily performance reports and met weekly revenue quotas.
Evaluated and implemented new methods and techniques for operational improvement. Identified necessary changes to increase productivity. Created, maintained, and reported department metrics for tracking necessary performance indicators.
Worked with QA and Training team to develop quality review and coaching programs. Implemented corporate policies, procedures and service standards. Analyzed daily performance activities and ensure that objectives are met by providing on-going performance feedback and training. Completed specified daily, weekly, and monthly department forms (i.e., Daily Coaches Checklist, Daily and Monthly Calibration forms, etc.)REFERENCESEbony WilliamsonSection ChiefFEMA CSS Department500 C StreetWashington, D.C. 20005PHONE NUMBER AVAILABLEEMAIL AVAILABLEPierre Pierre(President)ANSUN Management Systems613 Famcee StreetTallahassee, FL 32310PHONE NUMBER AVAILABLEEMAIL AVAILABLE |
