Frank Ambrusko Email & Phone Number

New York, New York, United States

Alpharetta, Georgia, United States

Alpharetta, Georgia, United States

Atlanta, Georgia, United States

● Managed team of 4 AP Specialists.● Worked closely with Freight Audit and Bill Processing Teams to ensure Flexport bills were paid according to established Vendor Net terms.● Partnered with all leads of various Air, Trucking, NP, EMEA, and Ocean modes.● Processed Gate Fee payments and Claimed Pier Pass (TMF) and Port Check (CTF) containers.● Processed Emergency Checks to U.S. Customs Boarder and Protection.● Managed the PayCargo and Stripe third-party payments reconciliation process.● Resolved all Jira AP tickets according to established SLAs.● Created SLAs, SOPs, Working Instructions, and designated as the Jira Admin SME.● Administered staff performance reviews and facilitated coaching conversations.● Created weekly Bill Processing Errors report with metrics for AP leadership team.● Conducted weekly team meetings and participated in weekly leadership meetings.

Atlanta Metropolitan Area

● Managed team of 4 AR Specialists.● Developed Soft Skills training program for all AR Staff.● Coached and developed staff having team and one on one meetings. Also, conducted mid-year and yearly performance reviews.● Created AR Confluence page providing one stop shopping for everything AR related, including metrics, tax documents, and FAQs.● Developed new Jira ticketing system for AR Americas team.● Processed client ACH/WIRE payments.● Resolved all AR related Jira tickets in a timely manner according to SLA guidelines.● Subject Matter Expert for all third-party Stripe payment related disputes.● Developed AR Jira Metrics.● Performed EOM reconcilement duties.● Partnered with EMEA (Europe) and ASIA (Hong Kong) AR Help Desk regions providing training on new Jira ticketing process.

Alpharetta, Georgia, United States

● Managed A/R process for largest account and revenue generator HealthTrust (HT).● Managed lockbox, wires, and live checks process.● Posted, reconciled, researched, and applied all payments sent from HT in timely manner.● Processed an average of 2.5 million dollars in payments on daily basis.● Reduced 60 plus day receivables by 27% from YE 2018 to YE 2019.● Reconciled weekly HT Aging report.● Attended regular training events and conferences focusing on new technologies and improving soft skills.● Designated presenter at least twice yearly to share project updates and statistical trends at departmental accounting meetings.● Volunteered at various charitable organizations.● Created SOPs and procedures on Application Fees process and current job function.● Created Executive Summary for Senior Management on critical need of adopting Business Continuity Program.● Created PowerPoint presentations for weekly accounting meetings.● Processed Application Fees on weekly basis using CashPro and LT Expense applications.● Kept Management abreast of all issues related to misapplied payments, Provider rate / hours worked discrepancies and followed-up when issues have been resolved.● Responsible for Management adopting my suggestion of conducting round table discussions with staff to foster open and honest communications and share innovative and creative ideas.

Greater Atlanta Area

● Processed AR transactions from ServiceNow tickets submitted by Manheim Auctions throughout U.S. ensuring 24-hour SLA is met (i.e., General Inquiries, Credit Applications, Offsets, Bad Debt Write-offs, etc.).● Answered incoming calls from Client Care and Manheim Auctions researching AR and Payment issues.● Responded to email requests sent to Group Shared AR Inquiries mailbox (i.e., NSFs, Held Check reversals, AR / Payment issues, etc.).● Assisted Management with onboarding of new employees (i.e., Computer, telephone, applications / software access and set up).● Designated trainer for all new employees.● Created and Updated SOPs as needed.● Responsible for processing AP Push – Inherit Proceeds payments sent from Fixed Assets.● Responsible for approving daily Meridian bulk seller payments on Oracle dashboard.● Processed expedited tickets sent from War Room (G2G) staff and management as needed.● Partnered with teammates, Cash Apps, AP, and War Room staff to resolve customer issues.● Processed and worked with War Room staff to push On Demand Checks to Auctions as requested.● Processed all Floor Plan Unwinds (i.e., NextGear, Ford, Ally, etc.) and created / approved credit memos and sent refunds ensuring proper payment method via FedEx, ACH, and Next Day Check.● Responsible for setting-up Auction staff on RevSpring to access monthly statements, processed “Do Not Mail” statement requests, and mailed statements out as adhoc requests were received.● Created Core Competencies Training Matrix for management to use for departmental staff training objectives.

Georgia

● Utilized World Class customer service and problem-solving skills to confidently provide information to E*TRADE customers in timely, efficient, and professional manner.● Responsible for maintaining existing client relationships by primarily answering inbound calls.● Provided clear and accurate responses to U.S. and international customer inquiries.● Researched and resolved problems relating to customer accounts and inquiries.● Met established performance expectations.● Proactively learned and remained up to date with Company's products and services.● Processed wires, checks, and ACH requests.● Ordered debit cards, pin numbers, and digital tokens.● Provided debit card transaction research assistance and processed fraud related disputes.● Ensured proper verification/security procedures were followed to protect client account information.● Provided Stock Ticker Quote information and E*TRADE website navigational assistance.● Reset passwords, and updated account information as requested.● Processed secure messages and responded to client questions in timely manner.● Warm transferred all trade related calls to specific licensed trader tier 2 teams.● Worked on Management assigned individual projects as requested.

Duluth, Georgia

● Provided Solutions Center support for A/R, A/P, and Collections matters for all NAPA stores, subsidiaries, customers, and vendors throughout United States, Canada, and Mexico.● Provided Cash Applications support by posting customer payments utilizing PeopleSoft accounting application.● Reconciled, researched, and reversed customer posting errors and misapplied payments utilizing tools within PeopleSoft application such as Open Text, payment/maintenance worksheets, collections workbench, and query searches.● Made outbound calls and received inbound customer calls requesting missing remittance/invoice information.● Processed credit/debit memos to customers and vendors utilizing PeopleSoft A/P created queries.● Provided payment status details on all A/P vendor e-mail inquiry requests.● Approval authority for all write-offs under $25.00 related to unearned discount, taxes, washes, and finance charges.● Approval authority to unlock customer accounts and place/remove accounts on or off COD status.● Provided statements, invoice copies, and make customer profile account updates when requested.● Documented customer accounts with ROA payment information received from NAPA stores.● Logged all incident tickets via ServiceNow ticketing tool and process check refund requests for corporately owned and independently owned NAPA stores.● Responded to e-mail requests within ServiceNow ticketing tool and resolve and respond to customer requests in timely manner.

Duluth, Georgia

Decatur, Georgia

● Managed banking center operations to ensure all customer information was protected and staff were following banking center policies, procedures, and guidelines.● Responsible for ensuring successful audit was received in 3Q14.● Managed lockbox safekeeping vault ensuring proper security procedures were followed.● Managerial approval authority for all overrides relating to creating new accounts, cashing checks, or making refund decisions related to NSF fees.● Provided dual control support while balancing all ATMs.● Coached and developed staff and provided quarterly performance reviews.● Provided banking center lobby leadership support ensuring world-class customer service was always administered to banking center clients.● Analyzed metrics data to ensure banking center sales targets/goals were achieved.

Fayetteville And Decatur, Georgia

● Provided specialized customer support for all Emory patients needing to schedule, reschedule, or cancel doctor appointments and/or lab work for Surgery (General, Vascular, Oncology, Bariatrics, and Plastic), Cardiology, Nephrology, and Pulmonary departments by utilizing GPR (Global Patient Registration) and IDX systems.● Registered all new Emory patients by capturing necessary medical insurance coverage and demographic information used for billing and coding purposes.● Communicated with nursing and medical administrative staff via EeMR and PowerChart systems on behalf of all Emory patients needing prescription refills or to speak with nursing staff regarding medical concerns. Followed-up with patients and nursing staff to ensure that all requests were completed in a timely manner according to SLA.● Escalated all critical healthcare issues directly to nursing staff for Emory patients needing immediate medical attention by using emergency triage telephone contact lists.

Decatur, Georgia

Columbus, Georgia Area

● Supported mainframe team analyzing and provisioning access to all national/international TSYS team members by processing ACF2 TSO, ACF2 CSSN, ACF2 Secondary Authorization, and OTIS requests.● Provided leadership consultative support to management staff to assist with 2012 project planning efforts and shared ideas on how to improve employee morale and strengthen team building in Identity and Access Management (IAM) Information Security (IS) department.● Managed mini project working closely with IAM IS department staff to evaluate ways on how to better utilize and manage IAM Lotus Notes mailbox used on daily basis to process requests.

Traveled throughout Europe and the Caribbean

● Maintained central repository of Business Continuity (BC) information, including risk assessments, business area recovery plans, emergency response procedures, and contact information for all critical functional areas in Atlanta and five (5) other branches in S.E. region of U.S.● Ensured documents and data on BCO (Business Continuity Office) website and in Living Disaster Recovery Planning System (LDRPS) BCO plan were current.● Processed all LDRPS, Government Emergency Telecommunications Service (GETS) and Wireless Priority Service (WPS) requests.● Managed multiple projects simultaneously and ensured all departmental deadlines and objectives were achieved.● Coordinated annual business resumption tests and quarterly weekday production tests in Birmingham to include satellite phone testing. Also, supported annual NotiFind test.● Coordinated quarterly/annual reviews, researched customer issues, and resolved discrepancies.● Created management reports, PowerPoint presentations, and Executive summaries.● Assisted in facilitating BC awareness and crisis management training throughout District by conducting yearly tabletop exercises for Sr. Management and critical departments.● Conducted annual inventory attestation for all PCs and laptops in BCO, DeFoor Hills, and Birmingham contingency sites.● Ordered new equipment and reclassified old equipment as surplus.

● Managed 24x7 Service Desk/Help Desk operations and team of 12 customer support analysts; built team unity and esprit de corps while enhancing the quality of customer support services.● Interviewed potential new hires and trained new associates. ● Developed the creative potential and talents of 12 direct reports through active coaching and training.● Listened to staff member call recordings to investigate escalation issues and to ensure service quality.● Administered salary increases, promotions, and performance appraisals.● Prepared monthly budget reports.● Regularly selected to participate on Enterprise-wide Help Desk projects.● Facilitated staff meetings on a weekly basis to share information in a timely manner and help build overall morale and foster camaraderie among team members. ● Created metrics for senior management on a monthly/quarterly basis via charts, graphs, and a scorecard showing statistical productivity trends. ● Drafted correspondence and broadcasted crisis communications throughout the enterprise to communicate disruption of service impacting the end user community. ● Trained the entire Help Desk staff and Computer Operations staff on the National Remote Access System (NRAS) and the Remedy Problem Reporting System (PRS).● Created training/scripting manuals.● Ensured that the entire Help Desk staff received Help Desk/technical certifications by developing and implementing a technical proficiency training program. This resulted in an increase of our first stop resolution goal from 85% to 95%.● Coordinated, marketed, and successfully executed two Help Desk Open House events.● Developed a rewards and recognition program.

● Supervised 24x7 Help Desk operations and team of 12 customer support specialists.● Assisted with answering customer problem calls during staffing shortages, and ensured that calls were handled in compliance with service level objectives.● Escalated and advised management and technical support staff of customer problems and provided detailed information and communications to include estimated time of restoration.● Ensured proper staffing was maintained by preparing monthly schedules, reviewing workloads and flows, and evaluating staff performance.

● Provided 24x7 Help Desk support for internal customers and external Depository Financial Institutions (DFIs) located in the Federal Reserve Bank 6th District covering the entire Southeastern region of the United States (Atlanta - Home Office and Birmingham, Jacksonville, Nashville, New Orleans, and Miami Branches).● Provided superior customer service answering calls within a 30 second threshold.● Entered detailed information of problems/incidents being reported into the Dominion and Remedy Call tracking systems.● Assigned problem ticket number to customers if the problem/incident could not be resolved on first contact and assigned/escalated the problem to other technical support staff.● Monitored and followed up with customer during the trouble-shooting process and notified customer when problem/incident was successfully resolved/completed.● Resolved problems for internal customers and DFIs utilizing scripting/training materials and technical skills ensuring that all problems were resolved according to the problem severity/priority and service level agreements.

● Responsible for logging in and delegating Book Entry instructions to other clerks (i.e. incoming and outgoing transfers, pledgee release letters, and substitutions) sent by Depository Financial Institutions (DFIs) from the entire Southeastern region (Atlanta, Birmingham, Jacksonville, Nashville, New Orleans, and Miami).● Monitored queues ensuring transactions were processed in a timely manner.● Updated all National Book Entry related requests (i.e. bank mergers, establishing new accounts for bank’s portfolio, closing out accounts, address changes, official signature lists for banks and pledgees, and setting up new DFI’s as securities customers).● Balanced the Integrated Accounting System (IAS) on a daily basis; created balancing scripting/procedures manual and trained associates on the IAS process.● Reconciled customer Book Entry security issues, which involved research and archival retrieval.● Verified and confirmed all incoming/outgoing wires being sent from DFIs from the entire Southeastern region.● Selected to work on special Y2K project as a test coordinator, which required extensive one on one testing with DFIs throughout the Southeastern region; provided management with test summary reports.● Responsible for daily monitoring of secured phone lines to ensure calls were being recorded.● Performed daily Funds updates (i.e. adding new customers to the Funds database, updating signature files and address changes, closing out Funds customer accounts, and alt-routing wires for banks in contingency situations).

Greater Atlanta Area

Kaiserslautern, Germany (Vogelweh, Miesau, And Kleber Kaserne)

(Note: worked for the overseas military banking division under the Status of Forces Agreement in Kaiserslautern, Germany).

Kaiserslautern, Germany (Einsiedlerhof)

(Note: worked as a Federal civilian employee under the NAF (Non-Appropriated Fund) program in Kaiserslautern, Germany).

Bachelors Degree, Business Management

Professional Development, Professional Development

Professionalism in the Office, Career Development & Planning, Employee Relations Training for Managers, Targeted Selection, Performance.

Associate'S Degree, Business Administration, Management And Operations

Graduated with Honors

Professional Development, Professional Development

Managing Emotions and Thriving Under Pressure

Professional Development, Professional Development

How to Handle Negativity in the Workplace

Professional Development, Professional Development

R5 Help Desk Support

Professional Development, Professional Development

How to Supervise People, Exceptional Customer Service

Professional Development, Business Administration, Management And Operations

Certificate of Achievement in Project Management, Making the Transition to Management, Moving Up To Management, Responding To Conflict.

General Studies - Business Administration, Business Administration, Management And Operations

Coursework completed to obtain Associates Degree in Business Administration.

High School Diploma (Germany), High School/Secondary Diplomas And Certificates

Activities and Societies: Chorus and Drama