Alyssa Berger

+ Successfully manage and administer the Hurricane Harvey $595 million Community Development Block Grant - Disaster Recovery (CDBG-DR) funds to support affordable housing initiatives building 82 multifamily properties, ensuring compliance with federal and state regulations.
+ Interpret government publications and regulations as they pertain to project implementation and analyze how they may impact our processes
+ Provide grant administration and technical assistance for infrastructure improvements, disaster recovery, hazard mitigation, and economic development grants.
+ Coordinate with local officials, state agencies, engineers, environmental specialists, and construction contractors throughout project implementation to meet performance milestones

+ Managed grants administered by Texas Department of Agriculture & General Land Office; served as primary contact between the local government entity and the State/Federal agencies throughout project implementation and monitoring.
+ Reviewed engineering contracts, construction plans and specs, procurement and financial procedures, and local civil rights procedures to ensure compliance with federal and state regulations.
+ Tracked and reported on project milestones and activities alongside project budget to ensure appropriate use of federal funds within the project schedule.
+ Acted as Labor Standards Specialist for CDBG-DR grants, facilitating on-site construction interviews, reviewing all Certified Payrolls, communicating with construction contractors, and interfacing with State Agencies.
+ Appointed as the subject matter expert for DBRA/Labor Standards Requirements.

+ Managed a team and monitored inbound calls, outbound calls, and emails regarding the $6 billion allocation for Hurricane Harvey recovery programs.
+ Generated weekly and monthly reports analyzing customer-service standards, KPIs, and identifying their trends.
+ Developed Standard Operating Procedures for workflows; hired and trained new employees in accordance to these protocols.
+ Oversaw escalations and appeals management for more intricate cases.

+ Trained new team members by relaying information on company procedures and requirements.

+ Planned, managed, and executed two Trust and Safety quality programs that exceeded competitive metrics upon launch and maintained expectations with scale: 70-head project maintained 98% decision accuracy for 12 consecutive weeks.
+ Utilized VLOOKUPS and pivot tables to generate weekly reports for the client showing the progression of the project's accuracy.
+ Developed technical documentation and aggregated feedback about the functionality of the tools needed for the project in various stages of development and determined root cause analysis when issues impacted each vertical and market.

+ Coordinated with cross-functional teams to resolve project issues and mitigate risks.

+ Served as liaison between QA team and stakeholders, effectively communicating status updates on ongoing projects.

+ Influenced changes to product policy and delivered those changes via polished written updates, disseminated this information to the relevant teams, and coached peers.
+ Actively re-reviewed decision accuracy audits to ensure consistency and alignment with internal standards and policies.

+ Trained junior analysts on best practices, fostering a culture of continuous improvement within the team.

+ Mentored junior team members, contributing to their professional growth and development.

+ Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.

+ Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.

+ Maintained accuracy expectations in a competitive environment: 99% accuracy or greater for multiple consecutive weeks.
+ Audited decisions for accuracy of policy application.

+ Monitored incoming contracts and service agreements for correct pricing and information.

+ Responsible for sales order configuration and assessed all incoming RFPs for multiple school districts.
+ Developed and created procedural documents for various tasks performed by the team and metric reporting for department as a whole.

+ Tracked contract milestones and updated stakeholders to facilitate project progress.

+ Provided a high degree of customer service to the users, including researching and creatively resolving program errors, with unique troubleshooting techniques, received via telephone, email, and chat in a professional manner.

+ Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.

+ Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.

+ Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

+ Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.