Customer service / emergency management

Location:

Tulsa, OK

Posted:

July 21, 2024

Contact this candidate

Resume:

James Hardway

Emergency Management & Public Safety

918-***-**** or 256-***-**** *****.*******@****.***.*** ************@*****.*** Tulsa, OK.

CAREER SUMMARY

In August 2019 I started as a PDMG, using customer service skills to facilitate the delivery of the Public Assistance program to applicants. I am now a qualified Program Delivery Manager. I have coordinating with stakeholders on emergency management initiatives, communicating programmatic information as it applies to disaster recovery. Including participating in informational meetings and gatherings to the general public to communicate program eligibility. I coordinated with stakeholders providing technical guidance on emergency management and disaster operations, achieving organizational goals. In the four years I have worked in Public Assistance as a Program Delivery Manager (IC11 level) I have obtained experience doing damage assessments, with applicants appealing DM's, and the entire PA process from exploratory call to the recovery transition meetings. I provided guidance, advise, and technical assistance on laws, policies, and regulations to state, local, and tribal governmental officials. I wrote weekly reports for upper management containing applicant status updates. I continually corresponded with applicants providing technical guidance to stakeholders using email, phone calls and in person. I regularly applied regulations and policies in my delivery of Public Assistance Emergency Management initiatives. I coordinated with stakeholders on all levels, developing strategies related to achieving operational goals. I did this be analyzing Public Assistance policies and guidance and applying that information to specific applicant situations. In October 2018 I earned my master’s degree in Leadership with an emphasis in Disaster Preparedness, while deployed assisting Hurricane Michael. I was the representative for my church in Oklahoma’s V.O.A.D. for 4 years, from January 2013 to August 2016. I developed and ran a program for 2 years which assisted local food pantries. In the first year I collected over a ton of food, which was distributed among 4 food pantries. I helped with debris removal in Joplin and brought together stakeholders from Columbia Coats, St. Louis Rams, Coats for Kids, and a Joplin church to provide over $25,000 in new coats for children who were tornado survivors.

EDUCATION

Bachelor of Science in Emergency Management & Public Safety 3.43 GPA

Grand Canyon University Phoenix, AZ. 2017

Master’s in Leadership and Disaster Preparedness 3.4 GPA

Grand Canyon University, Phoenix, Az. 2018

SKILLS

Emergency Management - Disaster Preparedness – Volunteer Coordination

Health Care - Project Management - Conflict Resolution - Strategic Planning –

Technical Support - Team Leadership - Communication - Customer Service

PROFESSIONAL EXPERIENCE

Public Assistance Program Delivery Manager (Qualified) August 2019 – Present

FEMA/Washington, D.C. $39/Hour

Caried out field office emergency management plans, policies, and risk assessments are executed and consistent with agency policy.

Conducted meetings, conference calls with internal and external stakeholders as well as Federal, State, local and tribal officials.

Determine project eligibility, scopes of work, and estimating the cost to repair or replace facilities or structures.

Write technical reports on research findings, analyze inspection reports, vouchers, and Federal and State reports on public assistance programs, then prepare recommendations on follow-up actions.

Independently conduct evaluations and projects involving design, development and construction restoring disaster locations.

(12/13/2019 - 12/24/2019) Interim Program Delivery Manager Task Force Lead (PATL) - Responsible for the supervision of assigned crews, working with PA applicants, and resolving disaster-related needs to ensure that projects are processed efficiently and expeditiously.

(12/19/2019/ - 1/7/2020) - Interim Public Assistance Group Supervisor, responsible for the implementation and management of the PA program in Tulsa DR4438OK. Ensured that the PA program management plan meets established standards—including goals, milestones, and timelines. Ensured that the PA staff is provided with the information and direction necessary to meet operational goals and objectives. Facilitated coordination among program areas while managing the Program Delivery Task Force Leads.

Coordinated with counterparts in FEMA and whole community partner agencies concerning project-specific issues.

Disaster Survivor Assistance November 2018 – August 2019 FEMA / Washington D.C. $16/Hour

I performed mission-oriented work by collecting information which supported leadership and operational decision-making.

Assess, inform, and report critical and emerging disaster needs to the Operations Section and other JFO leadership to assist in decision-making.

Create partnerships with the state, local, tribal and territorial emergency managers, private sector, volunteer agencies, faith-based and community -based organizations.

Individual Assistance November 2017 – November 2018

FEMA / Washington, D.C. $13/Hour

Administer Other Needs Assistance and the Individual and Households Program including mass care, emergency assistance, feeding, sheltering, counseling, housing while working for IA in the Texas NPC supporting Hurricane Florence.

Communicate with applicants, discuss case status to confirm they understand the disaster

assistance programs process and provide current status of their case.

Member Services Advocate April 2018– May 2019

BlueCross & BlueShield of Oklahoma / Tulsa, OK. $15.25/Hr

I spearheaded the resolution of problems relating to members, physicians, and hospitals by responding to telephone and written inquiries in a prompt, accurate and objective manner. Researching claims, billing issues, updating policies and general benefit inquires as it pertains to all aspects of medical coverage.

Help Desk Technician July 2017 – November 2017

Hewlett Packard - Mphasis / Tulsa, OK. $13.50/Hr

Researched and solved customer issues by listening and providing clear and concise communication to explain and resolve a variety of technical issues.

Utilized exceptional customer service skills to deliver troubleshooting through diagnostic techniques and pertinent questions.

Contacted Microsoft and resolved a known issue our corporate customer was having with Microsoft Office.

Annuity CSR Level 2 November 2016 – April 2017

MetLife / Tulsa, OK. $14/Hr

• Assisted financial advisors, customers, and estate planners with contractual requirements, annuity values, interest rate structures, withdrawals, and other questions.

• I received perfect customer scores on all 15 surveys.

Customer Care Specialist 2 August 2013 – August 2014

Dish Network / Tulsa, OK. $12/Hr

Started as Customer Care Specialist 1 before being promoted to Customer Care Specialist 2.

Top 10% in sales each month.

Commercial Account Representative October 2008 – June 2010 MetLife / Tulsa, OK. $14/Hr

• Top 5% in Average Handle Time.

• Helped to mentor new employees.

Advanced Technical Support September 2003 – September 2008

Decision One / Tulsa, OK $12/Hr

• Managed the attendance, call center metrics, and any disciplinary actions for 10 employees increasing our team ranking 10 positions.

• Assisted management with mentoring and training agents in sales.

• Consistently in the top 5% in sales in our call center.

Country Coordinator February 1992 – August 1993

Coordinated with contacts in 12 countries to develop work locations, lodging, transportation, food, airfare and visas for 2,000 students while managing a team of 5 people.

PROFESSIONAL DEVELOPMENT

Professional Development Series 2017

FEMA

Completed 30 Emergency Management Institute Courses 2017

FEMA

United Methodist Committee on Relief 2016

Disaster Case Management

Oklahoma VOAD 2012 – 2014

REFERENCES

James Abner

Deputy Infrastructure Branch Director

202-***-****