Page * of * Ingrid Diaz

INGRID DIAZ

407-***-****

· ad2e2p@r.postjobfree.com ·

EXPERIENCE

**/**** – PRESENT

FEDERAL EMERGENCY MANAGEMENT AGENCY

APPLICANT SERVICE PROGRAM SPECIALIST/MANAGEMENT

MANAGER OF THE DISASTER ASSISTANT (DRC)

Although the duties of a DRC Manager differ from Applicant Services, I have trained in conducting applicant interviews to determine their eligibility for awards through the Individual and Households Program (IHP). Customer Services, Call Center, Reviewed case files to ensure that all unmet needs have been addressed and reviewed applicant’s file for eligibility of Continued Temporary Housing Assistance (CTHA), audits, recoups, and lodging expense reimbursements (LER). Identified DR related trends and make recommendations to improve the process all the while adhering to policy and procedure. Coached other Human Services Specialist and assist with OJT for new Applicant Services Specialist, to ensure timely assistance to disaster victims. Verified information while Conducting reviews and researched all aspects of cases, including incoming and outgoing correspondence, inspection decisions, and previous eligibility determinations. Analyzed complex issues to determine applicant needs and making eligibility determinations on applicant cases every day. Communicated with applicants, discussing case status and confirming their understanding of the disaster assistance programs and process. Demonstrated ability to review cases in NEMIS, identify issues that need to be addressed, and make necessary data updates. Request and review additional information and/or documentation from the applicant and verify information is complete and appropriate. Covid 19- Vaccination Clinic- Texas Motor Speedway- Dallas, TX. Medical field administering inoculations.

12/2022 – PRESENT

CONRAD YEVILGSTON

DISTPACHER

Resposible for delivering the material, collection ticket for trucks. Answer the phone, fax responsible for making a report of all sales at the end of the day. Received the inventory, greeting the customers who get into the office and give the prices of the products we have.

Make sure at the end of the report matches the sales at the end of the day. Page 2 of 4 Ingrid Diaz

08/2019 TO 12/ 2021

MENZIES AVIATION

PASSENGER SERVICE AGENT

JULY 2019 TO PRESENT

Responsible for assisting passengers at ticket counters to ensure they are properly checked in as well as their luggage, also assist in the gate area where passengers’ documents need to be verified prior to boarding their aircraft. Other responsibilities in the gate area include making announcements, checking baggage, and assigning seats. Provided information to passengers about flight times, gate changes, delays, and other pertinent information. Processed boarding passes, checking identification documents, and directing passengers to security checkpoints. Coordinated with other ground staff to arrange for transportation and hotel accommodations for passengers who need assistance. Assisted with wheelchair boarding procedures and helping passengers with disabilities board or disembark from aircraft. Handled customer complaints, helping resolve disputes, and referring problem cases to supervisors for further attention. Recommended services such as food, duty-free products, pillows, blankets, or entertainment materials based on passenger preferences. Greeted passengers at airports and providing information about flight schedules, delays, or cancellations. Assisted passengers with stowing carry-on bags in overhead compartments or under seats. Performed safety checks of aircraft before boarding begins to ensure that emergency exits are not blocked and that life vests are available if needed.

10/2016 – 05/2017

ORLANDO FAMILY PHYSICIANS, KISSIMMEE, FL

CALL CENTER REPRESENTATIVE

Expeditiously answered phones and with proper etiquette. Scheduled new and existing patients to the correct office with proper physician and verified insurance. Respected and maintained privacy and dignity of patients to ensure client confidentiality at all times. Understood and followed the code of conduct and HIPPA guidelines. 05/2016 – 08/2016

SEAWORLD, ORLANDO, FL

CALL CENTER REPRESENTATIVE

Answered inbound calls for SeaWorld Parks & Entertainment from consumers and assist in sales. Met and maintained the benchmarks set for key performance metrics Maintained Park and product knowledge by accessing department SharePoint during each shift to ensure delivered best customer service. Responded to incoming calls and emails from customers. Ascertaining those critical issues are escalated to the supervisor or management. Identified ongoing customer call trends, acting on them, and communicating the situation to management. Transferred calls to the appropriate department. Order processing and order form compilation. Provided detailed information about products and services to prospective customers. Selling the benefits of the product and processing Page 3 of 4 Ingrid Diaz

orders through a computer system. Conducting necessary research to resolve problematic queries. Managed and resolved all customer complaints utilizing appropriate software to meet customer needs. Accepted customer calls and responding accurately and satisfactorily to their questions and concerns. De-escalating conflict between dissatisfied customers by providing patient assistance and support. Contacting clients and customers to inform them of new products, services, and policies implemented by the company. Assisted callers with troubleshooting, navigation of the company’s website, and use of the company’s products or services. Conducted account reviews for customers or clients, providing updates and information about billing, shipping, warranties, and other account- related items. Collaborated with other call center professionals to ensure that customer service is improved.

08/2014 – 08/2016

DOLLAR RENT A CAR, ORLANDO, FL

RENTAL AGENT

Greeted customers, disclosed rates, terms and conditions of rental while using approved sales techniques. Prepared and created rental agreements through use of computer system, as well as processed car rental transactions for Express customers. Knowledgeable on car rental products and effectively used sales technique to offer additional products and services with car rental. Work alongside dealer employees to support rentals and awareness and dealership overflow vehicle requests. Resolve general vehicle operations issues and handle customer escalations on questions regarding car policies and procedures on items such as billing, fuel, insurance, damage, etc. Monitor fleet maintenance needs and schedule service with the dealership as required. Prepare new and/or transferred vehicles for service upon delivery/ Prepare vehicles for service before transport to alternate locations. Prepare vehicles for de-fleeting as necessary. Assist in the management and closure of vehicle damage claims. Perform facility housekeeping daily to ensure a safe and presentable work and customer environment.

08/2014 – 08/2016

BAGS, INC., ORLANDO, FL

CUSTOMER SERVICE REPRESENTATIVE

Answered and handled high volume phone calls for customers and subcontractors throughout the us in a polite and professional manner ranging from customer service questions to support questions. Recorded accurate information based on customer’s needs and request. Accurately entered data to ensure the orders were placed correctly and collaborated with co-workers to guarantee all information entered properly. 05/2004 – 07/2014

WALT DISNEY WORLD, KISSIMMEE, FL

COORDINATOR ASSISTANT-VACATION PLANNER

Explained the requirements for purchasing a preview package and attending a vacation sales presentation. Issued Annual Passes which included a legal contract between the company and the guest. Promoted accommodation upgrades and extra nights to drive additional revenue. While offering operational assistance to sales leaders and onsite Teams, Page 4 of 4 Ingrid Diaz

I gave great service to all internal members and visitors. Reported, managed inventory and collateral, and accurately managing sales rotations across several site locations. Greeting and helping every guest in a way that leaves a lasting impression that is inextricably linked to The Walt Disney Company as front-line cast members. Played a crucial role in assisting visitors, onsite Leaders, and teams with guest & member recovery, assistance with digital membership cards, scheduling of DVC excursions, and recommendations of theme park and resort offers. I also initiated in manning special events and completing operations. In addition to checking in large number of quests and members, I quickly managed setting up any needed areas for members to use during their performances while managing quest flow with guide rotations for model room tours among other duties as assigned. EDUCATION

JUNE 1992

INTERAMERICAN UNIVERSITY CUPEY, PUERTO RICO

Bachelor Of Science In Secretarial Science

SKILLS

Foreign Language Skills

Interpersonal Skills

Sales Coordinator

De-Escalation Skills

Teamwork or Alone

Microsoft Office Suites

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