Summary
Overview
Work History
Education
Skills
Volunteer Experience
Hobbies
Timeline
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Colleen Edwards

Colleen Edwards

University Park,Illinois

Summary

Driven Government Account Analyst with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.

Great at performing internal audits, conducting investigative reporting and transcribing information.

Also experienced with strong knowledge of office administration and common human resources operations. In-depth understanding of customer service, data entry and file management. Highly skilled in reviewing policies and suggesting actionable improvements aligned with industry best practices.

Overview

8
8
years of professional experience

Work History

Government Accounts Analyst/Onboarding Assistant

Illinois Tollway Headquarters
12.2022 - 12.2023
  • Maintain/organize Government Applications, applicant logs and contract documents
  • Actively support and coordinate Government Privacy Office Operations Including contract privacy risk and privacy compliance data
  • Audit and analyze over 50 accounts to ensure accuracy of all documents, purchase orders and/or payments are applied appropriately to bring the account current and up to date
  • Create and send out quarterly over 200 Invoices to all Regular Government and Exempt accounts specifically showing what is due for that quarter as well as any previous balances
  • Coordinate Budget development
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Filed paperwork, sorted, and delivered mail and maintained office organization.
  • Administered compensation, benefits, and performance management systems at direction of supervisor.

Customer Service Representative

Illinois Tollway Headquarters
12.2019 - 11.2022
  • Resolved customer billing errors by researching issues in system,
    asking open-ended questions, and determining root causes of
    problems.
  • Described product and service details to customers to provide
    information on benefits and advantages.
  • Developed working relationships with internal and external
    customers while assisting with account management duties.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Corresponded with delinquent customers to collect payments and make billing arrangements.
  • Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
  • Completed financial reports, providing insight into performance, operations, and cash flow

Logistics Transportation Coordinator

Medspeed/LLC
02.2016 - 12.2019
  • Generated documentation and information required for customer shipments.
  • Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
  • Tracked orders and notified customers of status or potential delays.
  • Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.
  • Liaised with internal and external stakeholders to facilitate smooth operations.
  • Assisted in development and implementation of logistics policies and procedures to provide roadmap for daily operations.
  • Negotiated freight rates with third-party vendors to acquire cost effective contracts.
  • Registered vendors and customers on database to maintain updated roster.
  • Scheduled and coordinated truck, ship and air transport to maximize, prioritize and maintain organized calendar.
  • Conducted investigations to resolve issues related to logistics and cargo movements.
  • Managed company schedule to coordinate calendar and arrange travel.
  • Collected and analyzed business data from various departments to prepare reports and presentations for management.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.

Education

Bachelor of Science - Business Management

DePaul University
Chicago, Illinois
06.2015

Skills

  • Communication Management
  • Microsoft Office
  • Auditing
  • Records and File Management
  • Data Analytics
  • 45 WPM
  • Outlook
  • Analyst
  • Problem Resolution
  • Zoom
  • Bookkeeping
  • Credentialing Documentation
  • Effective Written and Verbal Communication
  • Application File Verification
  • Regulatory Compliance
  • Employee Onboarding

Volunteer Experience

  • Chicago Public School Council, Assistant, Scheduled and announced all meeting and event dates, Record notes for Council meetings
  • Salvation Army, Provided meals to children monthly, Donate Clothing

Hobbies

I am a monthly donor. I want to contribute in ending child hunger. I believe that children are the future and I care about the collective health and wellbeing of our next generation. I want to set an example and teach my own children that offering a helping hand can go a long way.

Timeline

Government Accounts Analyst/Onboarding Assistant

Illinois Tollway Headquarters
12.2022 - 12.2023

Customer Service Representative

Illinois Tollway Headquarters
12.2019 - 11.2022

Logistics Transportation Coordinator

Medspeed/LLC
02.2016 - 12.2019

Bachelor of Science - Business Management

DePaul University

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Colleen Edwards