Paula M. Johnson

Orlando, Fl

ad4hsc@r.postjobfree.com

407-***-****

Qualifications Summary

Highly personable Customer Service Professional with over ten years of experience in account management, claim s and sales processing, and call-center operations within the government, travel, insurance, and entertainment ind ustries.

• Talent for identifying customer needs and presenting appropriate company product and service offerings.

• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

• Expertise in resolving escalated customer service issues.

• Managed overall call flow, staffing levels and quality control within the call center.

• Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, and Microsoft Outlook® Microsoft Access, Payroll Accounting Data entry, ACT 1) Quick- Books.

Professional Experience

FEDERAL EMERGENCY MANAGEMENT AGENCY (FEMA) – 08/2004 – 12/2023 500 C. Street, SW

Washington, DC 20472

Applicant Services Program Task Force Lead

Set goals and objectives staff and emphasized on continued development on how to succeed within FEMA’s organi zation by developing staff, mentoring, and providing career coaching providing assistance and support very detaile d in job duties and assigns job assignments in a timely manner. Exhibits sensitivity to ethical issues; responds appro priately to adverse and stressful situations; shows good judgment in a variety of circumstances; effectively adjust t o changing priorities with FEMA and other agencies and circumstances; demonstrates tolerance with work associat es and job conditions; interactions with others are of the highest level of integrity and ethical conduct sets a strong personal example by demonstrating respect for others and their ideas. Recertification Housing Advisor

Assisted displaced hurricane victims with permanent housing plans, collected data on hurricane victims within the FEMA mobile homes and travel trailers. Researched and provided disaster victims with resources to secure a perm anent housing plan. Thoroughly acknowledged the applicants needs by providing information and guidance to the personnel from the Federal and State Agencies and Private Organizations regarding delivery of disaster housing to hurricane victims.

Pre - Placement Interviewer Lead

Served as Customer Care Lead for the FEMA Pre-Placement Interview Department and was promoted to lead a tea m of 107 employees in daily call center operations. Collaborate with the Recertification Program Manager, and oth er Leads to create strategic plans to assist applicants displaced by disasters. Provided employees with tools to main tain and increase service levels to both internal and external customers. Work closely with other departments to e nsure proper applicant placement in temporary housing available through FEMA programs. Gather, analyze, and re port daily/weekly/monthly on applicant placement.

Motivates and execute a high level of business acumen, in a high performance team in a fast paced environment.

Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.

Increased employee knowledge by assisting with development and implementation of new processes and procedures.

Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.

Received outstanding positive comments from team members, as well as exceptional feedback from senior management.

Pre-Placement Interviewer Caseworker

Provide assistance and placement to Hurricane disaster victims. Assisted Hurricane disaster victims by phone utilizing FEMA’s proprietary database systems called NEMIS and DAR AC, to determine temporary housing eligibility. Investigated and resolved customer concerns in collaboration with respective agency and other departments. Used the systems to analyze information previously received, updated n ew information, and document changes. Selected to coach and mentor new caseworkers to ensure interview consi stency within the call center.

CAREERS USA

2614 East Colonial Drive

Orlando, FL 32803

Administrative Assistant 10/2003 – 07/2004

As Customer Advocate, handled internal and external customer request. Skilled in customer service and telephone operations; handle customer inquiries and phone presentations in a prof essional manner. Handled both dial-in and dial-out phone contacts with tact and professionalism. Experienced with the AS400 software for data entry and retrieval; update and maintain customer data; familiar with general office e quipment including copiers, payroll, fax machines, and 10-key calculators. NATIONAL DISTRIBUTING CO. INC –

3601 Silver Star Road

Orlando, FL 32808

Administrative Assistant /Receptionist/ Customer Service Representative 08/2000 – 08/2003 Served as Customer Service Representative for a national distributing company. Interfaced with customers to identify needs, field questions, and fulfilled orders. Provided assistance to customers and sales associates on product information, and problem resolution. Coached and mentored new employees in cu stomer-service processes and company policies.

Education and Trainining

EMI INSTITUTE

ORLANDO VOCATIONAL

MAYNARD EVANS HIGH

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