Customer Service Manager

LORI L. REIL

*** ******** ***, **** 2-608-***-****

Waunakee, Wisconsin 53597 ************@*****.***

OBJECTIVE

To secure a position leveraging strong customer service and relationship building skills while utilizing over 20 years of customer service,

analysis, team-leading, and project management experience.

QUALIFICATIONS

Intelligent, motivated, high output self-starter Proven problem-solving skills

Extensive customer service experience, including credit Strong project management, analytical and organizational

and collections skills

Experienced in financial controls and Sarbanes-Oxley Able to work independently and manage time

compliance auditing effectively

Extremely internal and external customer-focused Adept at quickly building rapport and establishing

relationships

EMPLOYMENT HISTORY

KRAFT FOODS February, 1996 to Present

Financial Analyst/Database Administrator

Logistics Operations Finance

Madison, Wisconsin

June 2008 to Present

Provide business unit and network support and analysis by creating and maintaining reports related to Transportation and Distribution

costs at business unit, network, site, customer, product, and carrier levels, using Business Objects, Microsoft Access, and Microsoft

Excel. Manage numerous processes related to accounting close. Create and maintain multiple Microsoft Access databases. Integral

member of team charged with integrating Kraft’s Canadian business unit into freight accounting system.

Customer Service Coordinator – Trade Payments

Customer Financial Service Center

Madison, Wisconsin

October 2007 to May 2008

Functional lead for accounts payable organization, with primary responsibility for facilitating the resolution of customer-related issues.

Initiated and resolved function-related Help Desk tickets. Communicated with various levels of the organization. Measured bonus goal

performance, assisted customers with 1099 inquiries, and facilitated bi-weekly incoming transaction file from third party vendor.

Attended weekly Help Desk ticket meetings, and created and maintained project priorities list, as well as determined project

prioritization. Generated monthly Business Objects queries for State-mandated can and bottle deposit/tax reporting.

Customer Service Coordinator – Financial Controls

Customer Financial Service Center

Madison, Wisconsin

June 2006 to October 2007

Functional lead for audit and financial controls organization. Provided technical support for all functional duties performed by the

Control Team. Managed team-related Help Desk tickets and attended weekly ticket update meetings with Systems Support to resolve

issues. Audited control reports, such as payables and sales personnel reports to ensure adherence to company controls. Tracked team

performance against functional goals. Generated daily, weekly, and ad-hoc Business Objects reporting tool queries. Audited and

approved payables transactions. Assisted with Sarbanes-Oxley compliance testing. Maintained project priorities list and assisted with

determining project prioritization. Served as back-up for system security access and equipment ordering processes.

Team Leader

Customer Financial Service Center

Madison, Wisconsin

November 2000 to June 2006

Managed daily operations of as many as ten CFSC Associates, in various departmental functions, to ensure proper processing of accounts

payable, accounts receivable, and coupon redemption. Conducted performance evaluations and managed bonus goal metrics for various

teams. Partnered with CFSC Manager and Headquarter personnel to achieve acceptable ratings on internal and external audits.

Successfully brought check payment system in house from a third-party. Worked closely with Information Systems and Headquarters

personnel on various special projects.

Credit Customer Service Coordinator

Central Area Customer Service Center

Northlake, Illinois

February 1999 to November 2000

Collected on delinquent invoices. Established new credit accounts. Performed credit file reviews and credit line updates on existing

accounts. Identified and managed exposure on high risk accounts. Assisted in invoice short-payment research and resolution. Partnered

with sales team on in-person customer visits. Established effective relationships with Accounts Payable personnel.

Area Credit Manager

Central Area Customer Service Center

Northlake, Illinois

June 1998 to February 1999

Maintained credit measurements at, or better than, budget. Minimized bad debt losses. Reported, on an accurate and timely basis, all

credit–related measurements to Area and Corporate Management personnel. In collaboration with Area Team Leaders, managed eight

Credit Customer Service Coordinators. Maintained accurate financial controls within the Credit/Accounts Receivable system. Trained

and counseled credit team and Area management to achieve collection goals. Performed credit file and delinquent invoice reviews with

Credit Customer Service Coordinators. Performed system testing for the implementation of new accounts receivable system

(PeopleSoft).

Business Analyst

Central Area Customer Service Center

Northlake, Illinois

February 1998 to June 1998

Supplied analysis and reporting on critical customer service performance metrics in a timely and accurate manner. Provided extensive

Area and Corporate analysis and presentation support to Customer Service and Sales organizations. Was functional back-up to Area

Controller, Area Credit Manager, and Electronic Data Interchange Coordinator.

Area Credit Manager (Interim)

Central Area Customer Service Center

Northlake, Illinois

October 1997 to February 1998

Maintained credit measurements at, or better than, budget. Minimized bad debt losses. Reported, on an accurate and timely basis, all

credit–related measurements to Area and Corporate Management personnel. In collaboration with Area Team Leaders, managed eight

Credit Customer Service Coordinators. Maintained accurate financial controls within the Credit/Accounts Receivable system. Trained

and counseled credit team and Area management to achieve collection goals. Performed credit file and delinquent invoice reviews with

Credit Customer Service Coordinators. Performed system testing for the implementation of new accounts receivable system

(PeopleSoft).

Customer Service Coordinator

Central Area Customer Service Center

Northlake, Illinois

February 1996 to October 1997

Collected on delinquent invoices. Established new credit accounts. Performed credit file reviews and credit line updates on existing

accounts. Identified and managed exposure on high risk accounts. Assisted in invoice short-payment research and resolution. Partnered

with sales team on in-person customer visits. Established effective relationships with Accounts Payable personnel.

TELULAR CORPORATION April 1994 to February 1996

Accounts Receivable Specialist

Buffalo Grove, Illinois

Was responsible for full accounts receivable cycle, from invoicing to cash application to invoice collections. Reviewed, approved, and

collected upon international letters of credit. Performed credit file reviews and credit line approvals and updates. Maintained various

international bank accounts, and ensured the company’s adherence to the Export-Import Bank of the United States insurance policy.

Regularly led and coordinated special projects for upper management.

VITAL-LINK CENTRAL, INC. November 1990 to July 1993

Office Manager

Cary, Illinois

Managed daily operations of fifteen-person office. Areas of responsibility included accounts receivable, invoice collections, payroll

processing, income and sales tax preparation, and performing service calls on medical alarm equipment.

COMMUNITY SERVICE

Extensive volunteer experience includes:

Gilda’s Club Madison Community Action Coalition

The River Food Pantry Deer Park Buddhist Center

Second Harvest Food Bank Toys for Tots

Meals on Wheels

EDUCATION

Northern Illinois University – DeKalb, Illinois

Bachelor of Arts degree

Contact this candidate