Manuel Ruiz Diaz
Caguas
Summary
Dynamic, experienced, fully-bilingual (Spanish-English) customer service and managerial professional with a track record of success in risk management, personnel administration, customer service, case management and emergency response. Teamwork oriented, multi-tasker and greatly effective in high-pressure environments.
Overview
26
26
years of professional experience
Work History
Applicant Services Program Specialist
FEMA
01.2020 - Current
- Assisting with completing home applications electronically and communicating disaster program information to disaster survivors
- Explaining to applicants documents needed in order to process disaster assistance applications and assist in submitting documentation
- Using computer skills to input disaster survivor information to complete disaster assistance applications, utilize e-mail, word processing, spreadsheets, and the Internet, and to navigate within a database to input and retrieve information
- Review documents, reports and application to ensure clarity and accuracy
- Translated English to Spanish speaking customers
- Call applicants to schedule recertification appointments for participants of temporary housing programs
- Received and screened calls from applicants requiring assistance with appointments and program information
- Assist Team Leads with administrative duties to include but not limited to scanning, emailing and filing
- Assist in the team training of the Call Center team to make appointments
- Key data into excel to compile and organize appointments and raw data to be included but not limited to Location and Appointment Dates
- Keep required daily time and attendance records
- Saved information on hard drive and key information into a time keeping automated system
- Perform in house visits and inspections on disaster affected properties
- Assisted recipients of temporary housing achieving a permanent housing plan
- Identified applicant necessities in order to be referred to the appropriate agencies or organizations
- Protected PII as directed by FEMA guidelines
Customer Service Representative / PSA
Small Business Administration
01.2018 - 11.2019
- Assisting with completing home and business loan applications electronically and communicating disaster loan program information to disaster survivors
- Explaining loan closing documents to borrowers and assisting in closing approved disaster loans
- Using computer skills to input disaster survivor information to complete loan applications, utilize e-mail, word processing, spreadsheets, and the Internet, and to navigate within a database to input and retrieve information
- Review documents, reports and applications to ensure clarity and accuracy
- Translated English to Spanish speaking customers
- Call customers to schedule loan closing appointments
- Receive and screened calls from customers requiring assistance with appointments and loan information
- Assist Team Leads with administrative duties to include but not limited to scanning, emailing and filing
- Assist in the team training of the Call Center team to make appointments
- Key data into excel to compile and organize appointments and raw data to included but not limited to DRC, Location, Appointment Dates, and Ship dates
- Keep required daily time and attendance records
- Saved information on hard drive and key information into time keeping automated system
- Protected PII as directed by SBA guidelines
Chief Safety Officer
La Marquesa Forest Park
01.2013 - 09.2017
- Responsible for oversight of all zip lining tours
- Oversight of risk management and safety protocols
Assistant Chief Safety Officer
La Marquesa Forest Park
01.2010 - 01.2013
- Performed all safety and risk management protocols as assistant to the Chief Safety Officer
Tour Guide
La Marquesa Forest Park
01.2006 - 01.2010
- Coordinated and led zip lining tours
Customer Service Representative
International Discount Telecommunications
01.2001 - 01.2006
- Company Overview: Puerto Rico
- Customer assistance and orientation regarding company products and services
- Filed customer grievances and complaints
- Referred customers to technical assistance
- Puerto Rico
Front Desk Agent
Fairfield Inn
01.1999 - 01.2001
- Company Overview: Vinings, Atlanta, Georgia
- Customer assistance and concierge services
- Responsible for reservations and customer incentive programs
- Assisted the HR department in hiring and retention of bilingual staff
- Vinings, Atlanta, Georgia
Education
Masters - Personnel Administration
Graduate School of Public Administration, Universidad de Puerto Rico
Rio Piedras, PR01.2009
Bachelor of Arts - Labor Relations
Universidad de Puerto Rico
Rio Piedras, PR01.2006
Skills
- Fully Bilingual (Spanish/English)
- Supervisory Experience
- Computer Proficient
- Organizational expertise
- Customer service
- Training coordination
- Presentation skills
Timeline
Applicant Services Program Specialist
FEMA
01.2020 - Current
Customer Service Representative / PSA
Small Business Administration
01.2018 - 11.2019
Chief Safety Officer
La Marquesa Forest Park
01.2013 - 09.2017
Assistant Chief Safety Officer
La Marquesa Forest Park
01.2010 - 01.2013
Tour Guide
La Marquesa Forest Park
01.2006 - 01.2010
Customer Service Representative
International Discount Telecommunications
01.2001 - 01.2006
Front Desk Agent
Fairfield Inn
01.1999 - 01.2001
Bachelor of Arts - Labor Relations
Universidad de Puerto Rico
Masters - Personnel Administration
Graduate School of Public Administration, Universidad de Puerto Rico
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