Katherine Aldert Email & Phone Number

Responsible for building new client integrations in CallScripter call-handling platform, including scripting call flows for agent use in managing calls, with database attachments and call data reporting via various reporting tools as appropriate. Also tasked with updating existing call platform scripts based on client requests, and troubleshooting service-impacting script issues as they arise.

Managed all aspects of client onboarding process for large-revenue clients. Responsible for initial outreach, determining client needs and suggesting additional solutions as necessary, mapping implementation milestones, and coordinating with internal stakeholders across client service, operations, account development, and education departments to ensure successful and on time implementation of new client accounts. Developed scripting for account development; identified and eliminated or mitigated roadblocks to project completion.

Oversaw team of client service representatives for clients across all Infinity-based call centers. Hired and educated new client service representatives in all aspects of client services responsibilities including reporting analysis, billing, call platform scripting, and root cause identification and resolution of client complaints. Provided ongoing coaching/mentoring for tenured client service reps. Managed payroll and time off tracking for team members. Met regularly with team as a group and one-on-one to communicate team goals and organizational initiatives. Scheduled team members to ensure coverage across all possible client touchpoint methods.

Provided back up to Contact Center Manager in day-to-day operations. Assisted with payroll processing for call center employees, hiring new employees, scheduling/call volume management, and new account education. Responsible for performing monthly call quality monitoring of Team Leaders as well as mentoring underperforming call taking agents. Administered Personal Development Plans to ensure continued growth. Educated new Client Service Manager and assisted with client service needs on an as-needed basis.

As part of this team that eventually became the Gold Client Care team, provided back-up client services to select call center locations. Responsible for managing client updates, complaints, and billing questions, and/or coordinating hand-off to site dedicated Client Service Manager or Operations Manager when necessary. Opened required work orders to complete complex script changes as a result of client updates or issue resolution; ran and analyzed billing reports to identify anomalous usage, submit appropriate credits, and offered additional billing plans. Performed follow up to ensure client questions and concerns were resolved satisfactorily. Tracked all activity in SalesForce CRM.

Primary duties in the Call Agent role revolved around timely and courteous answering of incoming calls across a range of accounts, accurate data collection, and efficient post-call handling. Responsible for following client-approved call scripting to ensure best experience for caller and client, providing caller with appropriate follow-up expectations, and if necessary, patching caller to client. Provided callers with client location information, office hours, and special information. While dispatching, responsible for reviewing messages to ensure accuracy and comprehensibility, following client-established reaching protocols and escalations, and assisting with call answering during high-volume times.

Greater Boston Area

Responsibilities included auditing invoices to confirm adherence to company policy; gaining approval for invoice payment as necessary; researching credits submitted for deduction and ensuring proper application thereof; processing invoices in Comerica Bank interface to secure the necessary foreign funds; batch upload of processed invoices into FR accounting system including document scanning and auditing to confirm data entry accuracy; payment selection in Comerica Bank interface based on invoice date, and corresponding selections in Elite; preparation of wire requests; working with vendors and law firm associates to resolve questions; and other tasks and duties as assigned.

Portland, Maine Area

Oversaw processing of all PO invoices for payment; coding and processing non-PO invoices for payment; posting of invoices to G/L; weekly check run generation; research of problem invoices, and when necessary, coordination of vendors and buyers to resolve invoices with discrepancies; records maintenance including scanning invoices, wires and checks into a document management system for electronic archiving and retrieval; running weekly A/P Agings and Vouchers Payable reports; processing and posting of wire transfers; monthly statement review; monthly bank reconciliation of A/P revolver account.