Elsa Diaz
Bowie
Summary
An accomplished individual with demonstrated success in managing day-to-day program operations and possessing extensive qualifications in business analysis, workforce management, program operations, and customer service. Effective communicator, and adept at problem-solving to enhance team productivity and organizational outcomes. Known for unparalleled work ethic and ability to effectively oversee multiple priorities and adapt to unexpected situations with a fast-paced environment.
Overview
13
13
years of professional experience
Work History
Workforce Management Program Specialist
Federal Emergency Management Agency, FEMA
07.2022 - Current
- Enhance program efficiency by streamlining processes and implementing innovative strategies.
- Achieve successful outcomes for multiple projects through effective project management and collaboration with ACT Analysts.
- Execute Service Now tickets according to established timelines and milestones, resulting in timely completion of deliverables.
- Provide comprehensive training to employees on GWFM and Service Now, improving skill sets and increasing operational efficiency.
- Review guidance to ensure accuracy and consistency in processing scheduling requests across the enterprise, leading to training opportunities with other team members.
- Work with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Manage overtime, shift swaps, breaks, PTO, and other scheduling requests.
- Collaborate with cross-functional teams to ensure accurate staffing levels, resolve workforce issues, and enhance overall productivity,
- Optimize schedules while balancing employee preferences with operational needs.
- Review, analyze, and reconcile staffing numbers to maintain enterprise service level goals.
- Work well in a team setting, providing support and guidance amongst peers. Identify issues, analyzed information, and provided solutions to problems.
- Participate in team projects, demonstrating an ability to work collaborative and effective with the ACT Analysts.
- Cultivate interpersonal skills by building positive relationships with others.
- Demonstrate respect, friendliness, and a proactive attitude in supporting co-workers with their workload.
- Review staffing levels against forecasted call volume to determine the needs and methods to increase schedule efficiency.
- Interpret statistical data, verify integrity of data, develop reports to project trends and recommend alternate courses of action for disaster program operations.
Program Specialist (Recovery)
Federal Emergency Management Agency, FEMA
08.2021 - 07.2022
- Provided guidance and support to team members in order to enhance their ability to assist disaster survivors effectively and efficiently.
- Examined issues within the organization or operations and devised solutions, while overseeing team members' compliance and auxiliary code utilization in alignment with policies.
- Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
- Managed same day, future, and historical updates for the team on behalf of the supervisor.
- Ensured seamless integration and full accessibility of Individual Assistance programs and services for survivors with disabilities and other individuals with access and functional requirements.
- Assisted in the implementation of FEMA disaster recovery initiatives, while also evaluating associated policies, guidelines, resources, and training materials aimed at aiding the recovery of individuals and communities impacted by disasters.
- Played an active role in the evaluation and refinement of policies, plans, and procedures for emergency management recovery.
- Guaranteed that all NPSC facilities achieved optimal service levels and workload targets for case processing.
- Verified the precision of NEMIS casework queue workload predictions and verified strategies to enhance processing efficiency.
Emergency Management Specialist (Recovery)
Federal Emergency Management Agency, FEMA
01.2015 - 08.2021
- Reduced recovery time after incidents by establishing and maintaining effective communication channels among stakeholders.
- Instructed and mentored contractors to utilize problem-solving skills effectively in deployment scenarios.
- Collaborated with fellow EMS Agents to ensure a balanced workload among the team.
- Provided support to individuals affected by disasters through phone consultations, offering information and guidance on available resources and assistance programs,
- Actively led, coached, and served as a mentor to a team of IRS agents while deployed for Hurricane Harvey.
- Evaluated the needs of disaster survivors and provided referrals to disaster programs coordinated within local, state, and federal agencies.
- Managed grant applications for funding support, securing resources necessary for successful program implementation.
- Updated and maintained disaster survivor data via the National Emergency Management Information System.
Patient Registration Coordinator
Cystic Fibrosis Foundation
04.2011 - 12.2014
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Provided exceptional customer service, addressing inquiries promptly and resolving concerns professionally.
- Streamlined communication between patients, medical staff, and insurance providers for smooth treatment coordination.
- Maintained strict compliance with HIPAA regulations, safeguarding patient confidentiality at all times.
- Improved patient experience through proactive problem-solving and empathetic communication skills.
- Increased accuracy of insurance claims submissions by diligently verifying coverage details before filing.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Provided support and guidance to patients and families to navigate healthcare systems.
- Communicated with insurance companies to verify and obtain authorizations for medical treatments and procedures.
- Referred patients to co-pay assistance and grant programs.
Education
High School Diploma -
High Point High School
Beltsville, MD06.2000
Skills
Project Coordination
Scheduling proficiency
Workflow Management
Customer Service
Collaboration and Teamwork
Active Listening
Task Prioritization
Self-motivated
Process Improvements
Resource Management
Needs analysis
Relationship Building
Attention to Detail
Adaptability
Problem-solving abilities
Strong work ethic
Accomplishments
- APS Honorary Award for QTR 1 2022
- Certificate of Recognition at the Gold Level for Production and Time Efficiency in February 2022
- Certificate of Recognition at the Bronze Level for Production and Time Efficiency in January 2022
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Workforce Management Program Specialist
Federal Emergency Management Agency, FEMA
07.2022 - Current
Program Specialist (Recovery)
Federal Emergency Management Agency, FEMA
08.2021 - 07.2022
Emergency Management Specialist (Recovery)
Federal Emergency Management Agency, FEMA
01.2015 - 08.2021
Patient Registration Coordinator
Cystic Fibrosis Foundation
04.2011 - 12.2014
High School Diploma -
High Point High School
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