Disaster Assistance & Customer Relations Specialist

Tonnetta Nichole Helms

**** ********* **** *-*** 615-***-****

****.*******@*****.***/****.*******@*******.***

EDUCATION:

Kaplan Institute-Medical Assisting-2005

Strayer University- Associate’s in Business Administration-2025

Strayer University-Bachelors in Business Administration/Minor-Human Resource-2005

Job Experience:

FEMA-November 2024-PRESENT -Supervisor -Data Processor 1/Assisting team with Disaster Survivors. Two monitors, a headset, typing while assisting survivors. Answered inbound calls from residents needing disaster relief / removal assistance

Place outbound calls with updates or scheduled clean-up information

Assisted callers submit FEMA-related requests using provided tools

Accurately document all calls in HSIN/LOGIN.GOV

Track debris locations using Homeland Security

Collaboration on FAQs, SOPs, and training resources

Provide feedback to improve internal and client-facing processes

Assisted callers with questions and concerns related to the recent disaster, responds to customer inquiries with active listening using a script as a guide.

Utilized standard technology such as computers, telephone, email and web browsers to complete work tasks.

Refers escalated calls as needed to supervisor.

Planned daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.

Responsible for aiding in own self-development by being available and receptive to all training made available by the company.

Promoted and encouraged a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the company as a whole.

CREDIT Wellness-May 2024 -Sales Contract Account Executive-Two-monitors, headset, typing while assisting customers with dispute resolution concerning any negative items on their credit report.

VDART-May-2020-June 2022-Customer Service Representative Contracted with the State of Tennessee-Two-monitors, headset, typing while assisting customers with their Unemployment Fraud Claims Investigation via Excel spreadsheets.

Centurion-October 2019/December 2020-Medical Records Coordinator for all male/female inmates for the surrounding state of Tennessee assisting doctors.

Female Urology of Nashville-May-2018/April 2019-Front Office Phone Coordinator/Medical Assistant-Office -Schedule patient appointments for 3 Doctors. Referrals, in office/e-faxed, route calls to doctors/nurses, responsible for in/outgoing mail. Schedule in office lunch for drug reps.

HCA-Medline-July2015-May-2018-Patient Care Liaison-Two-monitors, headset, typing while assisting customers. Call Center/Inbound-Outbound Calls, Health Grades/Marketing, Scheduling, Referrals, ER Follow-up. Patient Portal.

Tennessean Newspaper-September 2013-July 2015-Telemarketer-Call Center insides sales representative sold newspaper.

Tennessee Lottery-January 2008-September 2013-Communications Specialist /Bank Finance/Payout

Saint Thomas Mid-town-June-2005-2008-Phone Triage Nurse, calling in prescription medications, assist doctor will all patients.

The Atlanta Journal Constitution-April-1998-2003-Verification/Retention Specialist, Inside Outside sales sold newspaper, special promotions, data entry.

Bank of America Housing-December 1993-Febuary 1998-Front desk Receptionist-Answered switchboard calls Endorsed all accounts receivable payments. Collected payments on Delinquent accounts.

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