Colleen Edwards
University Park,IL
Summary
Government Account Analyst with extensive experience at Illinois Tollway, specializing in financial controls and issue resolution. Proven ability to build strong partnerships and enhance service delivery through effective communication. Managed over 60 accounts, ensuring compliance and optimizing operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Government Account Analyst
Illinois Tollway
11.2022 - 12.2023
- Forecasted government account needs and metrics based on market and product data.
- Developed and maintained successful business partnerships to address and proactively manage service issues.
- Interacted professionally with clear, intentional communication and set appropriate expectations on timeline of deliverables.
- Supported Account Manager with incoming inquiries from existing clients.
- Partnered with Account Manager to support preparation of client materials to educate, train and inform on benefits, services and self-administration tools.
- Provided journal entries and performed accounting on accrual basis for over 60 accounts
- Interacted with law enforcement agencies, merchants and persons of interest to obtain and review dispute information.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
Customer Service Executive
Illinois Tollway
11.2019 - 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 Coordinator
MedSpeed LLC
02.2016 - 11.2019
- 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 productivity 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.
Teller/Senior Accounting Clerk
Seaway Bank And Trust Co.
07.2013 - 02.2016
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Produced quality reports formatted in compliance with data quality standards.
- Bought and sold currencies on foreign exchange markets.
- Monitored research budget allocations and commission payments to achieve improved profitability.
Education
Bachelor of Science - Business Administration And Management
DePaul University
Chicago, IL06.2015
Skills
- Financial controls and budget preparation
- Payroll management
- Debt management
- Issue resolution
- Regulatory compliance
- Audit coordination
- Microsoft Office proficiency
- Effective communication skills
Certification
- ELS Paraprofessional Educator License, Illinois Board of Education Issued: July 2025
Timeline
Government Account Analyst
Illinois Tollway
11.2022 - 12.2023
Customer Service Executive
Illinois Tollway
11.2019 - 11.2022
Logistics Coordinator
MedSpeed LLC
02.2016 - 11.2019
Teller/Senior Accounting Clerk
Seaway Bank And Trust Co.
07.2013 - 02.2016
Bachelor of Science - Business Administration And Management
DePaul University
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