Customer Service Manager

Dawn Wood

San Antonio, TX

*******@***.*** - 815-***-****

Professional, self-managed, committed, determined, very organized and detailed employee. Solid decision-

maker. Strong communication skills both written and verbal. Proven ability to solve problems in a constantly

changing environment. "Exceeds expectations", "outstanding performance" on performance reviews. Go-

getter and team player.

Core Competencies:

• Accounting, General Ledger • Accounts Receivable/Payable • Process & Procedure Development

• Fleet Coordination • Reconciliation • Credit Management/Collections

• Dispatching • High Level Accuracy • Customer Oriented & Training

• Motivated & Organized • Travel & Expense • Process Tracking & Review

• Program Implementation • Office - Program Support • Audit/Program Compliance

• Payroll & HR Coordinator • Research, Tracking, Reporting • DOT Knowledge & Compliance

WORK EXPERIENCE

P-Card and ePayables Administrator

KRAFT FOODS/MONDELEZ INTERNATIONAL - San Antonio, TX - January 2012 to July 2013

P-Card & ePayables Administrator

Kraft Foods/Mondelez International - San Antonio, TX - January 2012 to July 2013

Administrate P-Card and ePayables programs and assist with cross training to ensure standardization

across programs. Involved with implementing and building these programs and currently work with members

from Business Process Lead, Change Management, Business Procurement Management and Accounting

Services.

• P-Card Business Credit Card is available to employees to charge business expenses using several system

tools including an application tool to apply, Access Database, Bank of America Works and Payment Center,

Concur for processing expense reports, Excel spreadsheets for tracking.

• ePayables Vendor Program processes invoices immediately with a credit card number; helped administrate

testing, pilot, and go live with tracking and documentation of processes for both programs.

• Compiled manual, policies and web design for both programs; developed steps and procedures, frequently

asked questions and daily maintenance, policy and procedures, tracking and reporting.

• Process applications and cancellations, distribute welcome packets, issue and update cards, handle inquiries,

and resolve general card problems.

• Resolve billing errors and payment issues; monitor accounts and notify cardholders of past due transactions;

maintain monthly performance scorecard and dashboard reporting, highlighting performance and key metrics;

coordinate with Internal Audit to monitor program compliance and perform audits, process and controls.

Private Fleet Coordinator

Kraft Private Fleet - Champaign, IL - 2007 to 2011

Coordinated fleet related activities effectively and across multiple functional areas. Assisted with training of 2

new Terminal Managers. Go-to person for driver assistance, on and off the road.

• Analyzed, researched, and processed all invoices; processed corporate reports; assisted with processing of

fuel taxes, licensing and permit requirements.

• Worked with IPaysmart (coding of invoices and check requests), Smartkart (ordering supplies), and BI

Reporting (month end journal entries).

• Resolved issues related to dispatch, STD, payroll, accounts payable, and customer service.

• Completed and processed payroll for 75 employees in SAP and with local payroll department.

• Prepared and distributed Compensation letters for all employees; worked directly with Compensation

Department on Average Daily Wages for Over the Road Drivers annually.

• Worked with HR department to process all new hire paperwork and assisted with implementation into the

Kraft systems.

• Compiled, researched, reviewed and inputted driver trip reports; maintained spreadsheets for dock time and

miles driven; maintained fuel records daily and monthly along with idle percentages.

• Reviewed driver performance reports; assisted with accident steps and procedures.

• Worked daily and monthly with Fleet One, vendor for over the road fuel, and Pilot, bulk fuel vendor through

Phoenix Fuel System.

• Tracked and processed PODs upon request from vendor; knowledge of Fed-Ex and UPS tracking systems.

• Maintained and updated all DOT files through new ITS system for Qualification which included I-9 forms;

trained and completed DOT training in Madison, WI; knowledgeable in DOT rules and regulations.

• Scheduled new Hire Physicals, DOT Recertification Physicals, Random Drug Test and Accident Drug and

Alcohol Tests.

• Supported and assisted with ITS compliance for driver safety; maintained driver qualification files.

• Recorded and tracked vehicle equipment and reports for payments.

• Coordinated and assisted with planning, organizing, and executing Driver Safety Meetings, Company Picnic,

Drivers' Rodeo, Holiday Parties and many other social events.

• Helped coordinate the Safety Training thru Kraft Team Rewards online website for all new hire employees.

• Processed, reviewed and completed the Illinois State Toll Authority account and EZ Pass transponders in

the vehicles.

• Coordinated driver expense reports through the Voice Response Unit (TRIPS System) with proper

reimbursement.

• Troubleshooting knowledge of OBC; worked with McLeod System for mileage and Matrix for load

appointments; other systems included Peoplenet, Fleet Advisor, Fleet One and Phoenix (fuel).

• Assisted with scheduling appointments; posted daily dispatch and monitored load control daily for inbound

and outbound loads.

• Assisted with return product and Claims department for Return Goods Authorizations.

• Worked closely with other Private Fleet locations for consistency in using the same steps and procedures

across all fleets; assisted and helped control costs at current facility.

• Compiled and executed all re-bills at month end for other locations and trailer pool; posted monthly journal

entries for month end processing; daily tracking of trailer pool invoices.

Credit Coordinator

NEWELL RUBBERMAID - 2001 to 2007

Coordinated credit and collection on larger, high risk statement accounts with various issues including POD

problems and Returned Goods Authorizations.

• Worked closely with multiple levels and claims and sales departments within the company to resolve issues

with these accounts.

• Trained new employees in credit and collection department.

Credit and Collection Clerk

NEWELL RUBBERMAID - Freeport, IL - 1997 to 2007

Credit and Collection Clerk

NEWELL RUBBERMAID - 1997 to 2001

Investigated customer credit information through bank and trade references, financial statements, credit

sources, and customer contact.

• Authorized shipments to new and existing accounts or made decisions to hold orders for cash in advance.

• Made decision whether delinquent notices should be sent out customers.

• Performed collection on outstanding invoices.

• Knowledge of Proof of Delivery through Freight companies.

Clerk II

DUBUQUE COUNTY ATTORNEY'S OFFICE - Dubuque, IA - 1994 to 1997

Worked with 9 Assistant County Attorneys and 9 support staff. Worked closely with the Police and Sheriff

Departments.

• Screened and routed incoming calls and forwarded messages through email to appropriate staff; typed

correspondence and documents and performed filing and other secretarial duties.

• Assisted the public with inquiries, complaints, and completion of standardized forms.

• Prepared subpoenas for attorneys; distributed incoming and outgoing mail.

• Performed data entry to Process Case Management system including intake of criminal charges, determined

prior offenses for enhancement, updating daily court events, dispositions, and generation of reports.

Assistant Office Manager

CREDIT BUREAU ENTERPRISES - Dubuque, IA - 1993 to 1994

Court Abstractor; picked up public records from courthouse daily to post to National Credit File.

• Serviced clients, monitored performance reports, answered telephone, prepared monthly credit reporting and

collection statements.

Office Manager

CREDIT BUREAU ENTERPRISES - Dubuque, IA - 1991 to 1994

Collector

CREDIT BUREAU ENTERPRISES - Dubuque, IA - 1991 to 1993

Financial advisor and provided customer service for debtors and clients.

• Called debtors for payment in full on all accounts turned over for collection.

• Posted debtor payments received by mail and in person.

• Approved accounts for legal action to file suit against debtors.

• Verified active assets and employment to proceed with garnishment.

• Worked closely with Clerk of Court, Small Claims Division and Sheriff's Office.

• Attended seminars on fair debt collection practices and telephone techniques.

Credit Manager

MI-T-M CORPORATION - Peosta, IA - 1985 to 1990

Verified and processed credit applications for new accounts.

• Established credit limits for customers; called customers and worked closely with collection agency to resolve

past due accounts.

• Handled customer service problems with incorrect billing or account problems.

• Posted and processed daily cash receipt; produced master and weekly time cards for all employees.

Credit Manager

TRUCK COUNTRY OF IOWA - 1984 to 1985

Checked and processed credit applications for new accounts.

• Sent monthly statements to customers and called customers on past due accounts.

• Generated new customer accounts; handled customer service problems.

Assistant Credit Manager

TRUCK COUNTRY OF IOWA - Dubuque, IA - 1980 to 1985

Responsibilities

Checked and processed credit applications for new accounts. Sent monthly statements to customers on past

due accounts. Generated new customer accounts; handled customer service problems. Worked past due

reports calling debtors for payment in full.

Assistant Dispatcher

TRUCK COUNTRY OF IOWA - 1983 to 1984

Worked with accounts payable and accounts receivable. Performed secretarial duties for Motor Lease Division.

• Prepared drivers payroll on computer.

• Responsible for license and permits on all vehicles for all states.

• Prepared and submitted quarterly fuel tax reports to all states.

Data Entry Operator

TRUCK COUNTRY OF IOWA - 1980 to 1983

Key punch operator in parts department.

• Priced and posted parts orders and sales invoices; handled cash invoices and cash register control.

• Shipped and received all inventory; assisted with inventory control.

• Worked closely with freight companies to track shipments; processed Proof of Delivery.

Dispatcher

GROWMARK FS INC - Albany, IL - 1979 to 1980

Dispatched drivers in Albany, IL, Rockford, IL, Bettendorf, IA, and Dubuque, IA terminals.

• Received and recorded orders from customers by telephone; typed, organized and distributed bill of ladings.

• Verified drivers' payroll; input payroll and drivers' trip reports into IBM computer.

EDUCATION

Computer Science at Clarke College - Dubuque, IA

Fulton High School - Fulton, IL

1975 to 1979

SKILLS

Administrator, Assistant Office Manager, Dispatcher, Credit Manager, Credit Card, Credit Card Transactions,

Data Entry Operator, A/P - Accounts Payable Clerk, A/R - Accounts Receivable Clerk, Credit and Collections

Specialist, Data Entry Operator, Fair Debt Collection Practices, Microsoft Office, Access, Post Payments,

Reconciliations, Credit Analyst, Payroll, Payroll Clerk, Financial Reporting, Journal Entries, General Ledger,

Financial Statements, Expense Reports, Expense analysis, Bank Reconciliations, Budget Review, Cross-

Functional Team Administrator, Promotional Activity, Auditing and Compliance, Mergers and Acquisitions,

Outsourcing Overseas and Data Warehouse Reporting.

CERTIFICATIONS

Lean Six Sigma

July 2013 to Present

MoreSteam University - Yellow Belt Certified

ADDITIONAL INFORMATION

TECHNICAL SKILLS

Cognos, Eureka, SharePoint, Web Cycle Invoice Cockpit, Concur, Bank of America Works Payment Center,

SAP, ECC & LIS, Business Intelligence Objects, Voice Response Unit (VRU), McLeod, PeopleNet,

Matrix, Fleet Advisor, Fleet One, Phoenix Fuel System, EZ Learn Compliance System, NOPS

Microsoft Outlook, Access, Excel, Word, PowerPoint; Windows XP

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