Alice Frankovich

Executive Assistant to the CEO (4/2022-06/2023)

Software Trainer (2/2022-4/2022)

• Evaluated implementation training program for internal customer service/training team. Developed new effective training plans which greatly reduced onboarding customer churn.
• Recruited and managed virtual training team.
• Evaluated internal employee project process. Introduced new organizational and implementation timeline tools that improved employee and customer success.
• Drove departmental performance and achievement of desired customer service levels through focused weekly team operational reviews, structured coaching, and achievement recognition.
• Implemented weekly open internal workflow training classes for staff members which promoted knowledge sharing within the team.
• Calendaring for company; all meetings and all projects.
• Implemented company-wide weekly round-table meetings which improved company culture and communication for all stakeholders.
• Implemented and assigned virtual training teams to new clients resulting in a higher rate of employee and customer success.
• Client's first point of contact and advocate post-sale through onboarding/implementation process.
• Implemented weekly "check-in" cadence with existing and onboarding customers, resulting in 20% decrease in tech support tickets and increase in customer service satisfaction.
• Created and managed virtual office filing systems to efficiently handle documentation.
• Answered high volume of phone calls and email inquiries.
• Screened calls and emails and initiated actions to respond or direct messages for managers.
• Facilitated training and onboarding for incoming office staff
• Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
• Handled confidential and sensitive information with discretion and tact.
• Supported business and hospitality needs of corporate partners and staff during meetings and company events.
• Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
• Took notes and dictation at meetings.

• Updated order pricing to ensure invoice accuracy for special items, agreements, substitutions and disputed services.
• Researched and resolved billing discrepancies to enable accurate billing.
• Created collaborative investigative solution which resulted in significant lag reduction for their largest enterprise customer within 4 months.
• Evaluated aging reports to identify members to be included in weekly outbound collection calls.
• Submitted alternate billing for clients belonging to special demographics using various billing portals, conducted account reconciliations and A/R follow-up.
• Functioned as key point of contact for billing data integrity matters for clients, vendors and various internal departments.
• Generated and submitted invoices based upon established accounts receivable schedules and terms.

Inside Sales Assistant (11/2016-3/2021)

CSR/Customer Service Rep (3/2014-11/2016)

• Handled all temporary power administrative project management tasks for company. (Submitted for city permits, liaised with electric company project planners, routed and scheduled installs of equipment.)
• Built customer loyalty and retention by delivering excellent customer service, support, and communication.
• Created SOP's/department checklists which increased project timeline visibility, task completion, and communication.
• Managed all billing, adjustments, credits, filing, and customer service for department.
• Routed new job-lead information to sales executives.
• Used CRM software and ERP to maintain detailed contact logs and account records.
• Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
• Negotiated rental prices with potential customers to reach mutually beneficial agreements.

Department Lead, Contracts (5/2005-3/2014)

Contracts Processor, Financial Services (3/2002-5/2005)

• Worked remotely for 6 years
• Handled team workload delegation and ensured agreements were keyed into financial operating system accurately and within established weekly and month-end close deadlines.
• Supervised daily activities for staff of five employees.
• Interviewed and conducted training of new hires.
• Developed data entry policies and procedures in compliance with company standards.
• Delegated and monitored completion of incoming contracts and CRM tickets for department/team.
• Analyzed and corrected imported XML contract data.
• Interfaced regularly with international clients to resolve inquiries, identify, and resolve discrepancies, and provide additional support as required.
• Handled data entry, customer service, and reporting for select book of enterprise accounts.
• Ad-hoc duties as needed.
• Communicated with managers of other departments to maintain transparency
• Monitored customers and employees to evaluate loss prevention risks, performance and customer service
• Managed team schedules, department projects and quality assurance