Customer Service Data Lead

Location:

Houston, TX

Posted:

July 21, 2025

Contact this candidate

Resume:

Cotrina Sanders

Cypress, TX *****

*********@*****.***

+1-225-***-****

Willing to relocate: Anywhere

Work Experience

Chief QA/QC Data Lead

Tidal Basin-Clearwater, FL

October 2024 to Present

Lead team in Using ESRI ArcGIS mapping software, reviewed and revised data point inspection reports collected by field inspectors within the Pinellas County floodplain, including elevation, LIDAR, high- water mark information, and field data to provide estimated water intrusion above the finished floor for residential and non-residential structures.

The reviewed and revised data was then entered into the FEMA Substantial Damage Estimator (SDE) Tool to develop reasonable estimates of structure values and structure-specific damages in accordance with National Flood Insurance Program (NFIP) requirements and to determine if the structures met the criteria for Substantial Damage.

Field Inspector/ Format Reviewer/QAQC

ICF

September 2022 to Present

• Package and provide interim and finished work product to the carriers and advances diaries and / closes files as necessary.

• Provides direction and guidance to staff to ensure that they have sufficient knowledge and skill to provide exemplary customer service and resolve claims timely and equitably across all lines of business.

• Assists in design of workflows, processes, and techniques with a focus on continual process development.

• Inspection of home systems and recommendation of needed repairs. Notation of all needed repair and/ or replacements; including roofs, electrical, plumbing, foundation, interior/exterior wall and flooring, and cabinetry. additional new/updated electrical and plumbing work. Provide additional reports Certified Vehicle Inspector

Lemon Squad/Wrench-Houston, TX

January 2021 to Present

• Performing a240 point inspection on customer vehicles, at customers desired location

• Taking180-250 photos per vehicle, then uploading to company data base

• Closing out inspection reports at the end of the day with detailed information on what the vehicle needs and what was found during inspection

• Performed oil changes, tire rotations as well as tire repair and replacement, inspect overall condition of vehicles

• Perform duties within a team as well as individually Claims Adjuster File Reviewer

Alacrity Solutions-Houston, TX

Present

• Reviews claim submissions from the field staff and audits work product for accuracy, professionalism, and adherence to Elevate, carrier, and industry requirements.

• Packages and provides interim and finished work product to the carriers and advances diaries and / or invoices and closes files as necessary.

• Alerts management of developing or potential issues on claim files as observed.

• Alerts management to exceptional performance on claim files as observed.

• Reviews client guidelines in order to ensure adherence to client requirements and policyholder expectations.

• Conducts closed file audits as assigned to ensure that claims are handled according to company policies and procedures.

• Assists in design of workflows, processes, and techniques with a focus on continual process development.

Environmental Specialist Flood Control

Tetra Tech-Houston, TX

April 2024 to October 2024

· Knowledge of and experience using Esri Support ArcGIS Survey123 Connect, Xactimate, RS Means or other similar system is preferred

· Prior experience performing inspections for disaster recovery program(s) preferred.

· Strong written and oral communication skills.

· Strong analytical skills.

· Strong organizational and interpersonal skills

· Ability to effectively prioritize and manage multiple tasks to meet aggressive deadlines.

· Ability to work both independently and in a team-oriented, collaborative environment.

· Ability to produce quality work products with attention to detail. SWPPP Inspector

Environmental Allies-Houston, TX

September 2022 to August 2023

• monitoring and record issues related to storm water pollution prevention noting any and all deficiencies and communicating those issues to the field contact and office personnel Recruiter

DLM Pro-Houston, TX

January 2019 to May 2023

Interview, search appropriate candidates for various positions with different companies Matching qualifications and experience to the clients needs. Onboarding, trainings Disaster Response Specialist III

IEM-Chicago, IL

October 2022 to February 2023

• Developed state and local response and pre- and post-disaster recovery plans, procedures, checklists, and guidance documents

• Provided recovery programmatic assistance to clients and maintain currency of and compliance with applicable state and federal policies, procedures, and guidance documents relating to recovery

• Served in a response capacity in a state or local Emergency Operations Center

• Provide response and recovery related training to state and local government clients

• Developed Disaster Recovery Frameworks for clients, if needed to include job descriptions and job aids

• Conducted needs assessment and gap analysis as it relates to response and recovery planning, the client’s emergency operations plan, and mitigation planning (where applicable)

• Facilitated recovery stakeholder meetings to include developing meeting agendas, handouts, and PowerPoint presentations

• Identified potential impacts / implications of policy changes to Federal/State/local programs and provide briefings as required

• Conducted meetings and briefings with clients

• Provided technical guidance and recommendations to management

• Developed maintained and implemented plans and procedures associated with the effective and efficient delivery of a response and recovery program

• Performed quality control review procedures over work performed by other Disaster Recovery Specialists and over client-provided documents as requested

• Identified and elevated administrative issues for resolution QA/QC Inspector

JA Eubanks Construction-Houston, TX

July 2018 to November 2022

Inspection of home systems and recommendation of needed repairs. Notation of all needed repair and/ or replacements; including roofs, electrical, plumbing, foundation, interior/exterior wall and flooring, and cabinetry. additional new/updated electrical and plumbing work. Provide additional reports to superiors. Rapid Responder Rapid Responder

CTEH CTEH Center for Toxicology and Environmental Health - Little Rock, AR March 2017 to October 2022

- Little Rock, AR

March 2017 to Present

• read instruments and record measurements on standard forms;

• Translate data on paper forms to computer-based forms;

• Participate on projects related to industrial hygiene, risk assessment, toxicology or emergency response;

• prepare chain-of-custody for environmental samples;

• assemble technical reports for equipment, procedures, etc.; Chart Abstractor

ReMedi Health Solutions-Houston, TX

March 2022 to September 2022

Medical Chart Abstraction reviewed physician and clinical documentation in scanned reports and acquired practices medical record to identify pertinent patient information. Independently review, analyze, and identify significant patient health information from provider notes, lab results, surgical reports, inpatient and/or outpatient notes, and discharge summaries. Interprets and documents clinical information from the patient chart such as medications, allergies, procedures, family history and immunizations into discrete fields in the electronic medical record.

Monitors and maintains charts requiring abstraction for additional data elements after initial encounter is complete. Accurately enters health maintenance components into the electronic medical record utilizing appropriate diagnosis and procedure codes.

HHA/Caregiver

VARIOUS MEDICAL PRACTICES-Baton Rouge, LA

February 1996 to August 2022

22+years experience Various Employers

Hospice Care(Inpatient/Homecare)

Long Term Care Facilities

Rehabilitation Centers

Private Duty Care

Liaison Vaccination Site Surveying

All Hands Consulting-Chicago, IL

February 2021 to January 2022

Vax site set-up, observations, case management, training deployed from the EOC out to different locations throughout the State of Illinois scout sites and to monitor the set up and execution of new or existing sites. Excel spreadsheets. PowerPoint presentations, scoping, Management Field Inspector

TELACU Construction Management-St Croix, VI

July 2018 to December 2019

Field InspectorAssistance

Inspectorate & Xactimate skilled In various types of inspections including Flood & wind damage Residential and Commercial properties

Foundation inspection, Wiring, HVAC, Drywall, plumbing, Insulation, Roofing, Structural stability, Exterior wall measurements interior/Exterior of Resident or Commercial property Identifying problems and finding a solution

Building reports on cost of the repairs working with Contractors to agree on a settlement for the work being performed assessment of permits required for worked performed Xactimate 28 Experienced

Sketching and measurements included in Daily detailed reports about damages and repair amounts, Photographed documentation Final inspections of properties when work is complete Experienced In Mobile Home placement

Surveying for placement

Final inspections after placement, assessment of plumbing, electrical lines Public Assistance Specialist various types (debris removal and emergency protective measures), and permanent work (roads, bridges, buildings and structures, water control facilities, utilities, and parks and recreation areas) planning, analysis, review and public involvement

• Worked with local, state and federal officials to identify and report disaster related damages.

• Complete damage site visits to determine disaster related damages, project scope and cost. • Complete project list and assign project categories.

• Develop project scopes and costs for project worksheets.

• Reconcile, review and prepare documentation to develop Project worksheets including FAL and FAE. • Review damage assessments to develop projects for category A-G.

• Develop projects according to the Stafford Act section 428-Public Assistance Alternative Procedures.

• Assist applicants in obtaining reimbursement for rebuilding infrastructure after a declared disaster. • Meet with applicants to obtain details, collect documentation to prepare project worksheets.

• Consolidate and preserve project records.

QA/QC Construction Manager

Jacobs

February 2018 to August 2019

Roofing, Structural stability, Management of crew PPE standards Exterior wall measurements interior/ Exterior of Resident or Commercial property Identifying problems and finding a solution Building reports on cost of the repairs working with Contractors to agree on a settlement for the work being performed assessment of permits required for worked performed Xactimate Experienced

Case Manager

KBG Logistics

March 2018 to October 2018

Handle complex problems through effective and efficient resolutions compliant with policies such as FEMA, HUD, or

Federal Acquisition Regulations and policies.

• Makes and receives a high volume of phone calls and emails on a daily basis.

• Answers incoming calls from homeowners in a prompt, attentive, and friendly manner.

• Monitoring cases through to completion obtaining additional resources, intervening in crises, providing personal support to cases as needed

• Develop and execute comprehensive closeout process and supervise daily activities of project closeout

• Explains program policy and procedures to clients.

• Navigate efficiently through multiple system screens in a customized database to find and convey information.

• Data Entry including transcripts and summaries of client interaction.

• Provides periodic reports to the center manager.

• Attends periodic internal training sessions and meetings.

• Conducts outreach services to clients reviewing their claims, offering support with empathy, being the liaison for clients receiving construction services, ensuring the other entities are aware of client and their issues, etc.

• Developed reports and prepared support documentation.

• Reconciled contract funding obligations and expenditures with final voucher amounts and determine de-obligated amounts.

Field Inspector

Witt O'Brien's-Houston, TX

December 2016 to April 2018

Home restoration program

Flood/Wind damage I have experience in various types of inspections Residential and Commercial properties

Building reports on cost of the repairs working with Contractors to agree on a settlement for the work being performed assessment of permits required for worked performed Xactimate Experienced

Surveying for placement

Final inspections after placement, assessment of plumbing, electrical lines Field Inspector

MPACT Strategic Consulting-Houston, TX

May 2015 to February 2018

Home restoration inspections

Wind & Floor damage homes

I have experience in various types of inspections

Residential and Commercial properties

Building reports on cost of the repairs working with Contractors to agree on a settlement for the work being performed assessment of permits required for worked performed Xactimate Experienced

Surveying for placement

Final inspections after placement, assessment of plumbing, electrical lines Team Lead Team Lead Individual Assistance- Applicant Program Specialist

Researched, reviewed, and verified client's information and activities to determine eligibility of applicants for disaster assistance.

Requested and distributed information received from cases and re-certification of files.

Assured implementation of program policies and guidelines for efficient and expeditious processing of individual assistance

Education

A.A.S. in Business

University of Houston-Downtown

August 2017 to May 2019

B.A. in Nursing

Southern University and A & M College

August 1996 to May 2000

Istrouma High School - Baton Rouge, LA

August 1996 to May 2000

Skills

• Active Directory

• Social work

• ISO 9001

• Data entry

• Cooking

• Automotive service

• Automotive repair

• ATS

• Quality assurance

• Communication skills

• Manufacturing

• Management

• Service writing

• Driving

• Home care

• Customer service

• Human resources

• Cost control

• Strategic Planning

• Contracts

• Environmental services

• Recruiting

• Document management

• Oil & gas

• Caregiving

• Mac OS

• Lending

• Technical support

• Data collection

• Operating Systems

• CAD

• HR sourcing

• Project management

• Budgeting

• Enterprise software

• Cost accounting

• Construction estimating

• Electrical systems

• PCB

• Oracle

• Hotel experience

• Commercial driving

• SAP

• Social media management

• Leadership

• Micrometer

• Microsoft Office

• Program management

• Construction

• Minitab

• Bookkeeping

• Disaster Recovery

• SharePoint

• Linux

• Analysis skills

• Computer Networking

• English

• Help Desk

• Microsoft Project

• Time management

• Plumbing

• Precision measuring instruments

• HVAC

• Laboratory experience

• Quality management

• Adobe Acrobat

• Conflict management

• Visio

• ERP systems

• Quality control

• Workers' compensation law

• APIs

• SAP ERP

• Document management systems

• Windows

• Emergency management

• Manufacturing facility

• Restoration industry experience

• Public speaking

• CPR

• Calipers

• Auto estimating

• Primavera

• Bluebeam

• Supervising experience

• Negotiation

• Microsoft Word

• Sales

• Hospitality

• Program Management Supervisory Skills: Directing Others -- Completed October 2019 Motivating others through feedback to identify improvements or corrective actions. Full results: https://share.indeedassessments.com/share_to_profile/ 6d0d0f65bfd9ce47be13f27a7e647a4aeed53dc074545cb7 Call Center Customer Service

-- Proficient November 2019 Measures a candidate's ability to demonstrate customer service skills in a call center setting. Full results: https://share.indeedassessments.com/ share_to_profile/ b72f3fb86f24ad213e15d744633fd1adeed53dc074545cb7 Filing & Organization -- Highly Proficient January 2020 Arranging and managing information or materials using a set of rules. Full results: https://share.indeedassessments.com/share_to_profile/ 5a13057d5cd5a7cbe8912f3d42bb1308eed53dc074545cb7 Basic Computer Skills: PC -- Familiar January 2020 Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems. Full results: https://share.indeedassessments.com/ share_to_profile/ 1c9205a79c9c1f5d309c872de7269cc8eed53dc074545cb7 Customer Focus

& Orientation -- Highly Proficient January 2020 Measures a candidate's ability to respond to customer situations with sensitivity. Full results: https://share.indeedassessments.com/ share_to_profile/ 5f301033036ae7b5c061fa53cd79e97feed53dc074545cb7 Customer Focus & Orientation -- Highly Proficient January 2020 Responding to customer situations with sensitivity. Full results: https://share.indeedassessments.com/share_to_profile/ 22da170ac02866f815d2db94494cff34eed53dc074545cb7 Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field. Customer Service, Computer programs (10+ years), Certified Inspector Health & Safety (3 years), Certified Rapid Damage Assessment (5 years), Certified Inspecting, Assessment, Recording Mobile Homes, Travel trailers (5 years), Certified Recording Complaint Flood inspection (2 years), Certified Home Inspections (5 years), CPR (10+ years), Published Author (7 years), Public Assistance Specialist (PA) (2 years), Quality Control Accounting Skills: Bookkeeping

• Medical terminology

• Documentation review

• Microsoft Windows Server

• Microsoft Excel

• Contract management

• VMWare

• Hospice care

• AutoCAD

• Banking

• Quality inspection

• Computer literacy

• Computer skills

• Discharge planning

• Pricing

• FDA regulations

• Root cause analysis

• GPS

• Microsoft SQL Server

• Floor care

• Accounting

• CGMP

• Maintenance

• HACCP

• QA/QC

• Care plans

• Home & community care

• Technical sales

• First aid

• Volunteer management

• Grant writing

• Haitian Creole

• Computer operation

• Drywall

• Typing

• Customer support

• Warehouse experience

• Google Docs

• Mechanical knowledge

• Crew management

• Customer relationship management

• Construction Experience

• Transportation management systems

• B2B sales

• Salesforce

• Senior care

• Project management software

• Fair Housing regulations

• NEC

• Litigation

• Auto body repair

• Microsoft Outlook

• Grocery store

• Vital signs

• Dealership experience

• Case management

• Coordinate measuring machine

• Phone etiquette

• Janitorial experience

• Technical Support

• Electrical experience

• Primavera P6

• Plastics injection molding

• Forklift

• Water Damage Restoration

• Mold Remediation

• Water damage restoration

• Adobe Photoshop

• OSHA

• Home health

• Fire Restoration

• Drafting

• Adobe Illustrator

• Adobe InDesign

• Illustration

• Mobile devices

• Interviewing

Links

https://share.indeedassessments.com/share_to_profile Certifications and Licenses

Driver's License

Property & Casualty License

CDL B

PMP

hazardous waste operations & emergency response training osha 30

certified safety professional

water certification

Associate Safety Professional

Safe Quality Food Certification

cpr certification

Certified Home Health Aide

AICP Certification

certified notary public

osha 10

surveyor license

first aid certification

Contact this candidate