Administrative Assistant with Disaster Case Management Experience

Carmen M. Cuevas

Cell Phone: 939-***-**** - Email: *****************@*****.***

Case Manager Disaster Specialist FEMA-Department of Housing (HUD-FEDERAL)

Bilingual and detail-oriented Case Manager with over 4 years of experience supporting federally funded disaster recovery programs in Puerto Rico. Adept at client intake, eligibility verification, income assessment, and case coordination. Known for exceptional communication, customer service, and organizational skills. Proven ability to navigate high-volume caseloads, manage complex documentation, and ensure compliance with HUD and CDBG-DR/MIT guidelines. knowledge and experience as an Administrative Assistant and Human Resource Assistant, Document Control. Also, I have experience in the Engineer and Maintenance department Facilities and Utilities involving responsibility and working with others as a team member to achieve and growth for the company.PROFESSIONAL EXPERIENCE

IEM LLC

Pasco Better Future Program

New Port Richey Fl

Case Manager CDBG- DR

November 2024 – present

Manage assigned workload and communications to ensure accurate, timely, and policy compliant case processing.

Apply program requirements, policies, and standard operating procedures to daily operations and decision making.

Review records for accuracy and completeness; research, analyze, and resolve discrepancies in accordance with established guidelines.

Document actions taken and escalate issues following defined protocols and supervisory channels.

Support team objectives through professional, respectful communication and adherence to organizational standards.

Respond to inquiries and requests in a timely, courteous, and professional manner.

Provide accurate program information to potential applicants and guide clients through completion of applications in compliance with federal, state, and program policies.

Assess applicant information for accuracy, completeness, and eligibility in accordance with established regulations and procedures.

Maintain strict adherence to confidentiality, ethical standards, and regulatory requirements.

Analyze documentation, identify discrepancies, and resolve issues using sound judgment and attention to detail.

Communicate effectively in writing and verbally with applicants, team members, and stakeholders to support program objectives.

Perform additional duties as assigned to support program operations and service delivery.

Plexos Group LLC – Puerto Rico

Department of Housing (HUD-FEDERAL- HORNE) CDBG-MIT

Case Manager

March 2023 – June 2025

Supported clients applying for solar energy grants under CDBG-MIT programs; assisted with application completion, eligibility verification, and documentation collection.

Reviewed solar company quotes for compliance with program guidelines, validated documentation for completeness and accuracy.

Provide excellent and consistent customer service and support to applicants, clients, and program team members.

Processed and tracked cases using the Canopy system, managed intake, eligibility, and final closeout documentation.

Review applications and support documents for compliance and eligibility.

Conduct orientations and introductory calls to guide applicants through program requirements.

Delivered high-quality customer service in both English and Spanish via phone and in person.

Ensured accurate and timely data entry across multiple spreadsheets and case management software.

Maintain frequent, professional communication with applicants regarding the status of their applications.

Collaborate with internal teams to resolve discrepancies and ensure efficient case processing.

Facilitated communication between applicants and program staff; resolved escalations and client inquiries.

Participated in weekly case reviews, supported team members with guidance, and contributed to process improvements. (Contract Job)

SIGNATURE SYSTEMS GROUP LLC, ORLANDO FL

Manufacturing HR Administrative Assistant

January 2021– October 2022

Dedicated and proactive professional offering comprehensive support to plant management, human resources department, engineering department, and maintenance department.

Adept at facilitating seamless onboarding processes for new hires, including ADP setup and I-9 verification, while maintaining meticulous records of training progress and ensuring accurate timecard submissions.

Proficient in coordinating employee referral programs, managing the collection of applications, coordinating interviews, overseeing safety training, and assisting in conducting orientations.

Assist Engineering department with creating and updating training materials that were accurate and compliant to company standards to be utilized in the training software program known as Dozuki.

Experienced in providing administrative support, including maintaining procedure binders (safety, quality audits, and workers compensation logs), managing documentation, assisting with internal and external audits.

Establish and implement efficient HR policies and procedures, ensuring compliance with all relevant government and state laws.

SECURE AMERICA LLC, ORLANDO, FL

HR Administrative Assistant

January 2018 – December 2020

•Provide essential support to divisional and branch offices in administration, operations, and human resources functions. Conduct guard tour system reviews to uphold quality control standards.

•Provide comprehensive administrative support to the HR Department, including managing calendars, scheduling interviews, conducting drug screening, background checks, and coordinating candidate communications.

•Maintain accurate employee records, including personnel files, performance evaluations, and benefits documentation.

•Support operational functions for the divisional/branch office, including, but not limited to provide oversight on Regional Inventory of uniforms and equipment, including ordering, shipping, reception possession, condition and collection.

• Assisting with payroll data entry and submission as needed assist in the distribution and filing of new hire paperwork, as needed assist in benefits enrollment, state licensing registrations and audits, and workers compensation claims, as needed.

EDUCATION

Bachelor’s degree in administration

Columbia College University, Caguas, PR

Associate Degree in Administrative Assistant

Humacao Community College, Humacao, PR

Certification in Pharmaceutical Quality Control Inspection

Advanced Professional Development Center, Caguas, PR

CERTIFICATIONS

Six Sigma White Belt

Six Sigma Yellow Belt

Internal Auditing Certification

SKILLS

Disaster recovery case management

Client intake and eligibility determination

Regulatory compliance (CDBG-DR, CDBG-MIT)

High-volume data tracking and reporting

Customer Service & Support

Case Management

Application Review & Processing

Eligibility Verification & Compliance

Documentation & Data Entry

Applicant Communication & Orientation Electronic filing system

Ability to work with minimal supervision, Teamwork, Work Safely

Ability to effectively communicate with co-workers, supervisors, management

Program Coordination

Ability to handle multiple tasks within tight deadlines

Software Proficiency: Neighborly, Canopy, Outlook, MS Office (Word, Excel), Adobe Acrobat

Office Equipment: Fax, Scan, Printer, Phone

Languages: Fluent in English and Spanish

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