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.

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.

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.

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.

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.

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.
• 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.

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.

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).
• 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..
• 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.
• 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.
• 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.

• 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.

• 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.
• 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.

• 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.
• 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.
• 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.

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