Care Specialist Customer Service
Resume:
JAMES HARDWAY
E m e r g e n c y M a n a g e m e n t & P u b l i c S a f e t y
918-***-**** or 256-***-**** adxvm0@r.postjobfree.com adxvm0@r.postjobfree.com Tulsa, OK. Linkedin.com/in/Jim Hardway
C A R E E R S U M M A R Y
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 managed recovery programs and projects; to include site inspections, summarizing damages, communicating requirements for assistance, managing applicant expectations, and using FEMA’s delivery model to track projects. Coordinating with stakeholders on emergency management initiatives; to include participating in informational meetings and gatherings to the general public to communicate program eligibility requirements to larger audiences. Meeting with applicants throughout all phases of the disaster recovery process to provide advice, guidance and technical assistance on laws, policies and regulations. I have applied laws, regulations, and policies in the delivery of Emergency Management Initiatives, Identifying organizational or operational problems and developing solutions, and Providing technical guidance to stakeholders on emergency management related activities. I communicate findings both verbally and written to stakeholders both internally and externally. 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. For the last two and a half years (30 months) I have been and I am still a Program Delivery Manager obtaining and using the following specialized experience. I have been applying laws, regulations, and policies related to disaster management operations. I develop presentations, reports, and technical materials in relation to hazard mitigation programs. I have been providing technical assistance on mitigation programs.
E D U C A T I O N
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
S K I L L S
Emergency Management - Disaster Preparedness – Volunteer Coordination Health Care - Project Management - Conflict Resolution - Strategic Planning – Technical Support - Team Leadership - Communication - Customer Service -Word - Excel – Power point – MSOffice - MS Teams
P R O F E S S I O N A L E X P E R I E N C E
Public Assistance Program Delivery Manager (Qualified) August 2019 – Present FEMA/Washington, D.C. $34/Hour
DR4438, DR4453, DR4530, DR4575
• Helped prepare 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. JAMES HARDWAY
• 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.
• 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 spearhead 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. JAMES HARDWAY
• 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 10 employees for 6 months, 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. P R O F E S S I O N A L D E V E L O P M E N T
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 – 2015
REFERENCES
Tony Furr
JAMES HARDWAY
Infrastructure Branch Director, Program Specialist 940-***-****
adxvm0@r.postjobfree.com
James Abner
Deputy Infrastructure Branch Director
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Jacob Harberts
PA Task Force Lead
adxvm0@r.postjobfree.com
Arthur Schettini
PA Task Force Lead
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Paula Johnson
FEMA
Individual Assistance DRC Manager
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Miles Mishkin
Hewlett Packard / Mphasis
Program Manager
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Rev. Richard Norman
Oklahoma VOAD / Oklahoma Methodist Coordinator Disaster Response 800-***-**** Ext 2032
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Professor David Arnold
Grand Canyon University
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