Crew Lead Program Specialist

Career Objective:

To secure a permanent position which utilizes my 20 years professional experience training, supervising, and serving others while supporting customers/disaster survivors.

PROFESSIONAL EXPERIENCE:

Department of Homeland Security, FEMA

Housing Crew Lead December 2021-August 2024

• Deployed and traveled to a variety of states and locations to provide disaster assistance service to disaster survivors

•Coordinated with the Disaster Recover Center Manager and supported her in managing, supervising, coaching, evaluating, and training staff.

• Assigned staff lunches, breaks, and shifts in a constant changing disaster environment

•Facilitated daily Pre-Shift and disaster-specific notices and/or trends and ensured staff were up to date on frequent

•Attended meetings, and was on 24-hour calls, checked in the Deployment Tracking System daily

• Supervised and mentored staff on proper verification of applicant information in the National Emergency Management Information System (NEMIS)

• Ensured personnel properly requested and reviewed additional information and/or documentation from the applicant

• Supervised and mentored personnel providing Individuals and Households Program specific information to registrants to cofired applicants understanding of the disaster assistance programs and processes

Department of Homeland Security, FEMA March 2019 -December 2021

Individual Assistance Reservist

• Reviewed cases in NEMIS and identified issues that required action

• Provided necessary training and monitoring of Applicant Services Program Specialists (ASSP) working Direct Housing in the HOMES database

• Supervised lease termination procedures for Direct Housing, in accordance with applicable FEMA policy and SOP’s

•Generated regular and ad-hoc reports

Held a public trust position which required extensive on-going travel, served in a number of positions including Housing Crew Lead, and Applicant Assistance Program Specialist)

Applicant Services Program Specialist

•Coordinated and supported the implementation of disaster recovery services

•Assisted senior specialist with complex and controversial issues.

•Communicated directly with disaster survivors, discussed cases status, and provided clarification with the assistance process, made referral to other agencies, and explained disaster assistance

• Conducted analysis of difficult survivor-centric assistance issues in the recovery statutes, regulations, policies, and procedures that may impact program delivery.

• Verified applicants’ information for disaster assistance.

• Provided customer service to disaster survivors, regional staff, community, and others.

•Provide applicants with appropriate referrals to other Federal, State, and local agencies, voluntary organizations, and faith-based organizations.

Carrington Title Services, LLC October 2016 –March 2019

Disbursement Specialist

• Processed new and revised account information to ensure payment

• Prepared refunds as needed

• Balanced Trust Accounts daily

• Managed assigned pipeline of Holdbacks

• Researched, verified and processed requests for information accessing confidential records.

Bank of America (Contract) April 2010 – October 2016

Item Processor/Loan Workout Specialist

• Managed a portfolio of delinquent loans by working with loan modification and disposition

specialists to resolve accounts in a timely manner.

• Presented and educated customers regarding information such as Repayment plans, Special

Forbearance, Modifications, Short Sale, Foreclosures, FHA, and Hardship Letters, and Loss Mitigation Process

• Responded to customers and investors regarding loan inquiries

• Researched and processed documents adhering to company guidelines, state laws and

procedures.

HOTELS.COM October 2005 – April 2010

Accounts Payable

• Processed payments and invoices and processed check request

• Reconciled processed work by verifying entries

• Prepared billing fee adjustments, researched, reconciled, and balanced general ledgers

daily

• Managed all incoming calls regarding exception pricing billing disputes/complaints, services and

products and charges.

• Resolved invoice discrepancies, vendor file maintenance, responded to vendor’s inquiries,

produced monthly reports and assisted with month end closing.

•Tracked all invoices, payments, and expenses

FEDERAL RESERVE BANK OF DALLAS December 1995 - September 2005

Item Processing Service Clerk

• Reviewed source documents such as canceled checks, sales reports, or bills, and enter data on

tapes and disk

• Transferred blocks of batch runs

• Scanned documents into the banking imaging system

• Assisted account services as needed

• Assisted and prepared cash letter and correspondence

• Investigated, resolved, and identified deposit item processing discrepancies/corrections

• Assisted in preparation of outgoing mail

EDUCATION

Simmons High School, Hollandale, MS

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