Customer Service Delivery

HUGO A. RODRIGUEZ, APMCP 619-***-****

Chula Vista CA 91915 *********.****.*@*******.***

SUMMARY OF QUALIFICATIONS.

Dedicated bilingual (English/Spanish) customer service professional with over 20 years of experience supporting diverse populations in high-volume, compliance-driven environments. Demonstrated expertise in guiding clients through complex systems and documentation, including FEMA benefit programs during emergency deployments and SD County permit processes, where I reduced backlogs by 85% through streamlined workflows. Proven ability to maintain 100% accuracy with sensitive data, as shown through HIPAA-compliant case investigations during the COVID-19 pandemic and precise financial auditing using Oracle EBS. Adept at remote service delivery, having managed 50+ daily cases for SD County Public Health while improving resolution times by 25%, and coordinated emergency shelter logistics for 200+ families using Smartsheet during disaster responses. Recognized for quickly mastering specialized systems (including FEMA EMIS and county permit software) and training teams on new platforms, increasing onboarding efficiency by 40%. Combines crisis-tested problem-solving skills with exceptional cultural competency to deliver compassionate, efficient service during high-pressure situations. Committed to maintaining the highest standards of confidentiality, process improvement, and client advocacy in virtual work environments. Crisis Response Administrative Precision Communication

• Emergency logistics coordination • Data entry accuracy • Public speaking (Toastmasters)

• Disaster resource allocation • Microfilm/microfiche documentation • Technical guidance simplification

• High-pressure decision-making • Payment processing compliance • Cross-agency liaison

• Vulnerability assessment • Records management (SD County) • Report writing for stakeholders PROFESSIONAL WORK EXPERIENCE

Innovative Emergency Management International and Klap6. Durham, NC United States 10/2022 – Present General Reservist / Case Manager / Shelter Worker

Currently deploying as part of a national response team supporting Emergency Operations Centers (EOCs) across the United States. Provide mission-critical support during natural disasters, humanitarian crises, migrant relief operations, homelessness initiatives, and emergency shelter activations. Operates in partnership with FEMA and under partner agency protocols to manage logistics, coordinate interagency collaboration, and oversee shelter operations while maintaining strict compliance with regulatory and contractual guidelines. Demonstrate cultural competence, resilience, and effective communication in dynamic, high-pressure environments, engaging with vulnerable populations and diverse communities. Utilize data collection and analysis to support disaster recovery efforts, streamline resource allocation, and ensure continuity of care for impacted individuals. Collaborate with local authorities, community organizations, and national stakeholders to optimize service delivery, improve client access, and strengthen emergency response outcomes. Responsibilities include operational planning, team coordination, stakeholder reporting, and escalation of critical issues to maintain safety, accountability, and efficiency across all phases of emergency response deployments.

J.A. Casillas Manufacturing. San Diego CA 09/2015 – 12/2023 Field Project Manager

Oversaw full-cycle field project management operations, including strategic planning, execution, and performance monitoring. Collaborated with stakeholders and executive leadership to define project scopes, assess risks, and implement mitigation strategies aligned with organizational objectives. Coordinated directly with C-level executives to ensure cross-functional alignment and transparent communication across departments. Directed budget planning and forecasting for multimillion-dollar projects, ensuring accurate timeline projections and optimal resource allocation. Managed all phases of on-site operations, providing hands-on leadership to field teams to drive progress, resolve operational bottlenecks, and maintain productivity. Tracked key performance indicators (KPIs) to evaluate project status and inform real-time decision-making. Applied continuous improvement methodologies using data analytics and post- project evaluations to refine future execution strategies. Ensured full compliance with regulatory standards and corporate policies while addressing conflicts and minimizing delays. Delivered consistent on-time project completions with exceptional quality outcomes, achieving a 100% client satisfaction rate and building a strong reputation for reliability, efficiency, and excellence in complex and dynamic field environments. SD County Planning & Development Services / HB Staffing 09/2022 – 12/2022 Staff Accountant

Responsible for preparing and reviewing journal entries to ensure accuracy, validity, and compliance with internal accounting policies and external regulations. conducted regular audits of accounts payable transactions, identifying discrepancies and implementing corrective actions to maintain the integrity of financial records. My role involved performing detailed clerical and paraprofessional accounting tasks, supporting the month-end and year-end close processes, and ensuring timely financial reporting. Utilized Oracle E-Business Suite and other financial software tools to manage and reconcile general ledger accounts, track expenses, and generate financial statements. My responsibilities also included assisting in internal and external audits, supporting budgeting and forecasting activities, and collaborating with cross-functional teams to streamline accounting procedures. My attention to detail and commitment to accuracy played a critical role in supporting the organization’s overall financial health and operational efficiency. SD County Public Health and Human Services 11/2021 – 04/2022 Case Investigator / Contact Tracer

Collaborated with supervisors and administrators to manage high-profile and high-risk exposures, deaths, and outbreaks. My role involved conducting thorough investigations by identifying and interviewing individuals who tested positive for infectious diseases, as well as tracing and notifying their close contacts to mitigate further spread. Documented case details accurately, maintained confidentiality in accordance with HIPAA guidelines, and ensured timely reporting of findings to the Contact Tracer Team. Regularly analyzed case trends and provided recommendations for response strategies, adapting quickly to evolving protocols in a high-pressure, fast-paced environment. My responsibilities also included maintaining detailed records, following up with cases and contacts, and working closely with local health departments to support public health goals. demonstrated the ability to meet strict deadlines while maintaining high levels of accuracy and professionalism under time-sensitive conditions. SD County Recorder Clerk–SD County Registrar-SD County PDS / HB Staffing 02/2021 – 11/2021 Recorder Clerk Assistant Customer Service – Registrar Clerk Assistant – Permit Process Technician Performed a wide range of clerical and administrative tasks to support departmental operations and ensure efficient customer service. My responsibilities included conducting arithmetic computations, entering data with precision using microfilm, microfiche, calculators, and scanners, and maintaining accurate records for internal use. Processed and issued traffic control permits, assisted with voter registration tasks, and collected and recorded payments for the Accounting Department in compliance with county regulations. As part of my duties, verified voter petition signatures for validation, carefully reviewing registration records to ensure data accuracy and prevent duplication. operated in fast-paced, high- volume environments where attention to detail and adherence to strict deadlines were essential. Consistently provided courteous and efficient service to the public, supported internal teams with timely data processing, and contributed to the overall integrity and effectiveness of administrative functions across multiple departments. EDUCATION

• Nova Southeastern University 3.88 GPA 01/2002 - 12/2003 Business Professional Management - Bachelor of Science Degree o Sigma Beta Delta International Honor Society in Business, Management and Administration. o Alpha Chi National Honor Society – National College Honor Scholarship Society.

• Miami - Dade Community College 09/1995 - 08/1997 International Relations - Associate of Arts Degree

• Advanced Project Management Professional (APMCP) – SDCCE Certificate 02/2016 - 08/2025

• Toastmasters International Communication and Leadership Organization Member

• Department of the Navy Service School Command Certifications 10/1973 – 10/1993 o Leadership-Management-Education and Training course o Instructor Course Group - Paced Recruiter Canvasser o (ADAMS) Alcohol and Drug Abuse Management Seminar – Certificate

• Service Advisor Program – SDCCE Certificate 05/2020 – 10/2020

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