Melissa Frater Ms. Email & Phone Number

Miami, FL, US

• Training and Development: Developed and conducted comprehensive training programs on billing processes for the department, enhancing team knowledge and efficiency.
• Strategic Team Formation: Spearheaded the creation of the strategic billing team, serving as a model for innovative SWAT and BOT processes, which significantly improved problem-solving capabilities and operational.
• International Collaboration: Traveled to the United Kingdom to establish and train the billing team, expanding the company’s global operational consistency and fostering international collaboration.
• Event Support and Dispute Resolution: Represented the company at local events, directly handling and resolving complex billing disputes, thus enhancing customer satisfaction and loyalty.
• System Migration Leadership: Played a pivotal role in the frontlines during the Datto Migration, participating in and helping to develop cross-functional integrations and system integration tasks to ensure continuity.
• Incentive Programs and Productivity Enhancement: Initiated and helped implement incentive programs aimed at boosting staff motivation and productivity, leading to measurable improvements in team performance and.

Miami, FL, US

• Lead for Billing Disputes: Established as the primary contact across the company for resolving complex billing disputes, enhancing client relations and operational efficiency.
• Account Reconciliation: Managed and reconciled large, multifaceted billing accounts to ensure accuracy and compliance with financial standards.
• Billing Portal Innovation: Contributed significantly to the development of the company's Billing Portal, from initial concept to deployment, improving user experience and operational productivity.
• User Testing Coordination: Spearheaded user testing for the Billing Portal launch, identifying critical enhancements and ensuring a seamless rollout.

Miami, FL, US

• Customer Billing Support: Addressed customer inquiries on all aspects of billing and collections, including account updates, invoice clarification, and payment processing, thereby improving customer service metrics.
• Sales Order and Invoice Accuracy: Reviewed sales orders for accuracy and adherence to contractual terms, ensuring correct billing and minimizing discrepancies.
• Collaboration and Coordination: Worked closely with cross-functional teams to validate billing against customer quotes and contractual agreements.
• System Updates and Process Improvements: Regularly updated internal billing systems and recommended process enhancements to address recurring billing issues, increasing the efficiency of billing operations.
• Tax Issue Resolution: Handled complex tax-related customer queries, including the issuance of tax-exempt certificates, and escalated unresolved issues promptly, ensuring compliance and customer satisfaction.
• Data Analysis and Reporting: Analyzed billing data and provided detailed analytics on customer service tickets and response times to guide improvements in service delivery

Fort Lauderdale, Florida, US

Develops a profile of students attracted to the college by interviewing applicants; designing questionnaires for current students; analyzing questionnaire results.Evaluates recruitment techniques by determining the effectiveness of each recruitment technique used by admissions; discerning the appeal of admissions literature; defining the expectations of.

Margate, Florida, US

Built and managed workforce based on organizational goals, budget considerations, and staffing needs. Prepared intraday reports on staff attendance. Communicated with management and operations team to ensure compliance with company standards.Maintained running reports of attendance incidents. Ensured hours are accurately accumulated and categorized in a.

Margate, Florida, US

Developed new insights into situations; questioned conventional approaches; encouraged new ideas and innovations; designs and implemented new or cutting edge programs/processes.Dealt effectively with pressure; remained optimistic and persistent, even under adversity. Recovered quickly from setbacks in a high volume environment.Encouraged creative tension.

Margate, Florida, US

Margate, Florida, US

. Supervised staff in the absence of the management team.. Assisted agents by taking escalated calls.. Provided verbiage to agents to assist with de-escalation.

Margate, Florida, US

Helped in the setting up of the initial store. Developed and implemented different advertising strategies. Assisted with opening and closing the store and pulling hourly reports to check progress. Handled cash and delegated duties to others.

Supervised a staff of over 40 people in the absence of the management team. Assisted sales representatives with closing the sale and finding the right information. Assigned the task of tracking and evaluating the sales and progress of a group of 15.

New York, New York, US

Assisted customers with finding the right clothing and accessories to suit their needs. Assisted customers with payments by usage of each register. Stocked, folded, and assisted with the setting up of displays of the product. Advertised and sold the New York & Company Credit Card.

Chicago, Illinois, US

Ran the shift in the absence of a manager. Trained new employees on the functions and procedures of the restaurant. Counted drawers and made the daily deposits. Motivated and lead employees to have successful shifts.

Bachelor Of Science (B.Sc.), Economics

Minor In Small Business Management And Entrepreneurship, Economics

Master Of Science - Ms, Applied Economics