Heather Beard - Quality Control Analyst, Manhattan Strategy Group

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Work Background

Manhattan Strategy GroupQuality Control Analyst

Dec. 2021Remote - Virginia Preforming quality control on store inspection reports for the Supplemental Nutrition Assistance Program via Salesforce. My responsibilities are as follows: -Inspect all reports and ensure accuracy before submitting the final Inspection to the USDA. -Provide feed back to Independent Contractors and Team Members on report errors and inconsistencies. -Knowledge of Salesforce and Outlook. -This position is also Remote. This is a Government Contract for the USDA- Food and Nutrition Service that was awarded to MSG. I have been working on this contract for a number of years since being employed with ISN in 2012 as an Independent Contractor. Due to my years of experience and knowledge base I was offered a permanent Part-Time position with MSG when they were awarded the new contract .

One Federal SolutionIndependent Contractor

Feb. 2021 - Sep. 2021RemoteMy recent contract is for the USDA. Preforming quality control on store inspection reports for the Supplemental Nutrition Assistance Program. My responsibilities are as follows: -Inspect all reports submitted for accuracy. -Provide feed back to Vendors and Independent Contractors on report errors. -Knowledge of Salesforce and Outlook. -This position is also Remote.

ISN CorporationQuality Control Representative

Mar. 2012 - Oct. 2019RemoteIn this role I review and perform quality control on reports submitted by Contract Employees for different government contracts. My recent contract is for the USDA reviewing store inspection reports for the Supplemental Nutrition Assistance Program. In conjunction with this contract I was also assigned to the U.S. Marshal Service Contract (this contract is no longer active with ISN). My responsibilities are as follows: -Inspect all reports submitted for accuracy (USDA and U.S. Marshal contract) -Assist in training new Contract Employees on Store Visit Inspections (USDA contract) -Provide ideas and feedback on process improvements and training opportunities -Proactively seek bids from Vendors for repair services (U.S. Marshal contract) -Provide feed back to Vendors and Independent Contractors on report errors (USDA and U.S. Marshal contract) -Identify potential repairs needed for each property (U.S. Marshal contract) -Works closely with ISN Team via Slack and email to provide excellent service -Have open communication with Vendors and USMS via email, phone and text regarding property preservation (U.S. Marshal contract) -Knowledge of Salesforce, Outlook, Dropbox, AIM and Slack -Remote position requires the ability to work with little or no supervision; excellent time management; independent thinking; problem solving with little assistance; and being a self-starter. I have also held the role of Store Reviewer with ISN. This position was also remote. In this role I was given assignments to conduct reviews of participating stores that utilize the SNAP program which is apart of the USDA. My responsibilities were as follows: -Perform accurate store inventory counts within the time frame allotted. -Submit clear and accurate photographs of required items. -Submit accurate reports on time via Saleforce. -Accurately submit time and mileage per assignment.

SWBCClient Services Team Leader

Jun. 2006 - Feb. 2008San Antonio, Texas AreaMy position at SWBC was to help monitor the daily activities and performance of the in-bound call center and staff. Responsibilities included: -Responded to complex questions and problems from staff and clients promptly and accurately to ensure customer satisfaction. -First-level escalation to client concerns and issues. -Researched problem account issues timely and provided accurate solutions. -Provided training and one-on-one coaching to team members on handling calls and adhering to processes and procedures to ensure quality control and a high level of customer service. -Reports to Management on call tends and provided suggestions on improvements. -Interviewed potential new hires and was actively involved in the new hire process. -Motivated staff by implementing, challenges and games for call quality and overall performance. -Tracked Time and Attendance for team members and provided feedback when needed. All of the above were performed with the highest quality of service and an outstanding and contagious positive attitude.

Alliance BernsteinAssistant Manager

Sep. 1998 - Jun. 2006San Antonio, Texas AreaMy career at Alliance Bernstein demonstrates my determination and ability to learn new roles. Starting my career as a Senior Client Service Representative and departing as a Assistant Manager. I held other roles at Alliance Bernstein, including Inquiry Team Leader and Customer Service Team Leader. As the Assistant Manager of the Financial Control Team, I was to over see the day to day responsibility of large sums of money movement between bank accounts associated with mutual fund transactions and ensure all bank accounts reconciled at the end of the business day. Responsibility included: -Submitted monthly reports to upper management on money movement trends and mutual fund account balances. -Researched and problem solved when accounts were not in balance. -Managed day to day activities for Team Leader and Representatives. -Conduct employee reviews, gave feedback on performance and provided performance action plans when needed. -Interview potential new hires and assisted in the hiring and training process. -Expanded departmental operations from a out of state office to San Antonio office with success. Inquiry Team Leader: In this role I reported to the Senior Vice President of the San Antonio office. Not only was I responsible managing a team of representatives and the responsibilities that came with that role but also the following: -Report error trends to Upper Management weekly and monthly. -Ensure turnaround times for account corrections were completed in the standard set. Account Holders received accurate and timely follow up on account corrections. -Provide new ideas on process improvements including technology updates and employee training improvements. Client Service Team Leader: My responsibilities we similar to the role at SWBC. My years at Alliance Bernstein started my career in customer service. While there, I was fortunate to learn how to deliver the best service possible as well as to expand my talents in a management setting.

Gallery GoldsmithJewelry Consultant

Jun. 1997 - Sep. 1998San Antonio, Texas AreaGallery Goldsmith was a small family owned jewelry store specializing in one of a kind fine jewelry creations. Responsibilities were: -Going above and beyond in each customer interaction. -Provide styling advice to clients as well as sketches for original jewelry designs -Open and close the facility on a regular basis including reconciling sales and bank deposits. -Updating inventory The jewelry at Gallery Goldsmith was amazing and was of the highest quality. Unfortunately, the San Antonio market place was not the proper fit for this style of jewelry. The store closed in late 1998.