Edwin Borrero
Ponce
Summary
Dynamic professional with a proven track record at FEMA, excelling in data analysis and organizational expertise. Enhanced customer satisfaction through effective communication and conflict resolution, while streamlining processes to reduce application processing times. A collaborative team player dedicated to delivering exceptional service and support in high-pressure environments.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Applicant Service Program Specialist
FEMA
11.2024 - Current
- Communicating with disaster survivors to discuss case status and provide clarification with assistance process, disaster assistance programs and current case status.
- Streamlined interdepartmental communication through regular meetings focused on aligning project goals.
- Analyzing and interpreting data to obtain and provide accurate and relevant information.
- Maintaining detailed records of all applicant interactions in CRM system for easy reference during future engagements.
- Managing a high volume of applicant inquiries, providing timely and accurate information to ensure customer satisfaction.
- Providing ongoing support to applicants throughout the enrollment process, addressing concerns and resolving issues promptly.
- Reducing application processing times by implementing process improvements and leveraging technology solutions.
Customer Service Representative
Walgreens
09.2023 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma -
Escuela Superior Jardines De Ponce
Ponce 06.2024
Skills
- Organizational expertise
- Data analysis proficiency
- Cross-functional teamwork
- Technical aptitude
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Certification
Cuadro De Honor
2023-2024
- GPA of 3.50-4.00
FEMA Certificate of compliance (2024)
- Completion of computer security training for department of homeland security
Certificate of completion (2024)
- Unauthorized disclosure of classified information and CUI
Timeline
Applicant Service Program Specialist
FEMA
11.2024 - Current
Customer Service Representative
Walgreens
09.2023 - 12.2023
High School Diploma -
Escuela Superior Jardines De Ponce
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