Customer Service Disaster Recovery

Rafaela Hilda McEachin

** ***** *****, *********, ** 30016

Phone: 706-***-**** Email: ****************@*****.***

PROFESSIONAL SUMMARY

Dedicated and adaptable professional with extensive experience in disaster recovery, emergency management, customer service, nonprofit leadership, and administrative operations. Demonstrated ability to lead diverse teams, manage complex projects, and deliver impactful support in high-stakes environments. Bilingual in English (fluent) and Spanish (intermediate - Reading, Writing, Speaking) with a commitment to community development.

AREAS OF EXPERTISE

Nonprofit Leadership

Community Engagement & Outreach

Staff Supervision & Training

Financial Oversight & Reporting

Disaster Recovery Operations

Emergency & Crisis Management

Government Program Compliance

Ability to Work with Diverse Populations

PROFESSIONAL EXPERIENCE

Georgia Harm Reduction Coalition – Atlanta, GA

Linkage Specialist Jan 2023 – Apr 2023

●Delivered confidential, client-centered interventions addressing HIV, HCV, STI, and substance use.

●Connected clients to healthcare, harm reduction, and social support services to improve care access and continuity.

●Conducted consistent follow-ups to ensure client engagement and address care retention barriers.

Internal Revenue Service (IRS) – Chamblee, GA

Contact Representative (GS-0962-5) Jan 2022 – Jun 2022

●Provided guidance to taxpayers in interpreting federal tax law and resolving account issues.

●Maintained confidentiality and security of sensitive financial data while exercising sound judgment to manage complex cases involving disputes and payment challenges.

Federal Emergency Management Agency (FEMA) – Multiple Locations

Disaster Recovery Center Manager / Individual Assistance Specialist / Bilingual Liaison

Various Deployments 2016 – 2021

●Oversaw DRC setup, daily operations, and closure in disaster-affected areas.

●Coordinated logistics, staffing, equipment, and interagency partnerships including volunteer and faith-based organizations.

●Delivered training, disaster response documentation, and continuity plans.

●Conducted risk analyses and managed vendor contracts to ensure data integrity and service recovery.

●Acted as a liaison between FEMA and municipalities, educating community leaders and citizens on assistance programs such as IHP, DUA, CCP, and DCM.

●Supervised diverse teams and ensured operational goals were achieved within budget parameters.

Andrew International / Allied Barton – New York, NY

Security Officer 2013 – 2016

●Provided security for high-profile sites including the 9/11 Memorial Museum.

●Monitored for safety threats and enforced site protocols with professionalism and courtesy.

●Delivered consistent customer service to guests and staff.

Liberty Tax Service – Addisleigh Park, NY

Office Supervisor / Manager Dec 2012 – May 2013

●Directed daily operations at one of three sites including staffing, payroll, and scheduling.

●Resolved IRS refund issues and ensured accurate reporting to corporate leadership.

City of Rochester Recreation – Rochester, NY

Playground Supervisor Jun 2010 – Aug 2011

●Designed and coordinated youth programs for ages 6–18 including field trips and talent showcases.

●Provided administrative support for program leadership and maintained youth team engagement.

Rochester City School District – Rochester, NY

Paraprofessional (ESOL Program) Feb 2007 – Dec 2010

●Supported multilingual students in academic subjects and collaborated with teachers and families to promote student success.

Kodak Company – Greece, NY

Fulfillment Associate Nov 2006 – Jul 2007

●Managed inventory and completed order fulfillment with precision and accuracy.

Dial America – Rochester, NY

Customer Service Representative Jan 2006 – Feb 2007

●Handled customer inquiries and transactions with professionalism in a call center environment.

Legacy Realty Inc. – Brooklyn, NY

Loan Officer Jul 2005 – Nov 2006

●Guided clients through the mortgage process and supported open house events.

New York City Sanitation Department – Brooklyn, NY

Sanitation Worker Jul 1990 – Jul 2005

●Operated and maintained heavy equipment and performed city sanitation duties including snow removal.

Brooklyn Board of Education – Brooklyn, NY

School Safety Officer Jun 1984 – Jul 1990

●Ensured safety of school environments, intervened in high-risk situations, and supported campus security.

ENTREPRENEURIAL & LEADERSHIP EXPERIENCE

Loving Yourself.Org – Executive Director 2016 – Present

●Lead organizational development, compliance, and team collaboration for this nonprofit entity.

In My Father’s House Entertainment – Founder & CEO 2011 – Present

●Oversee artist management, event logistics, contract negotiation, and revenue development.

Mrs. B’s Hair Palace – Owner 2001 – 2003

●Directed all salon operations including HR, payroll, and client services.

Barbour Entertainment – Founder & CEO 1994 – 2003

●Managed budgeting, artist promotion, and business development within the entertainment sector.

EDUCATION

Virginia College, Birmingham, AL

●Management Administration & Entrepreneurship of Small Business, B.A.

●Credits: 42 GPA: 3.0 Honors: Cum Laude

Shenandoah College, Winchester, VA

●Business Administration, A.A.(Minor: Theater)

●Credits: 40 GPA: 3.5

PUBLICATIONS

●Living in a Glass House (2019)

●The Many Hats of a Woman (2008)

REFERENCES

Available upon request

Contact this candidate