Kathie S.

Graf
17469 W. Dartmoor Dr., Grayslake, IL 60030 * (480) 650-6868 * Kathie.graf@yahoo.com
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* SUMMARY OF QUALIFICATIONS
• Over thirty years experience ranging from Credit Representative to Associate Manager with major, multi-national
companies.
• Committed to excellent written and oral communication skills including preparing and giving presentations to maintain
the highest level of customer service.
• Viewed by client as an individual who is worthy of their trust and who holds their paramount.
• Self-motivated, creative problem solver and strong organizational skills in achieving desired goals, objectives,
deadlines and results.
• Developed excellent rapport with clients and coworkers at all levels.
• Function well and enjoy working within a fast-paced, high pressure environment.
• Proficient with Microsoft Office tools.
• Personal traits: professional; common sense; adaptable, focused; skilled trainer and team player.

* PROFESSIONAL EXPERIENCE

PEARSON DIGITAL LEARNING INC.., CHANDLER, ARIZONA May-2007 to January-2010

Customer Care Representative, September-2008 to January-2010
Responsibilities: Supported a Secondary Digital sales district. Providing resolution for internal and external customers.
Acting as a liaison between field and internal departments. Capitalizing on all open renewal opportunities. Proficient with
NovaNET and Ellis Academic & Write to Learn software applications within the Sales Logix system.

Renewals Specialist, May-2007 to September-2008

Responsibilities: Supported both internal and external customers with renewal questions. Processed changes for
contracts; terms, pricing issues, merging contracts, cancellations and other various changes. Contacted customers
regarding outstanding renewal invoices. Maintained accurate customer data. Communicated effectively with our Shared
Services teams, creating a successful working relationship.

IKON OFFICE SOLUTIONS, TEMPE, ARIZONA September-2006 to April-2007

Account Coordinator, Sales Field Support
Responsibilities: Central point of contact and support for the Sales Representative for order related issues.
Audited, prepared and validated sales form packages prior to submission to order management. Generated internal
reports for successful order completion. Responsible for driving customer satisfaction by communicating across divisions
and business lines, ensuring commitments to customers were met.

CONTENT CONNECTIONS, MESA, ARIZONA March-2006 to June-2006

Project Specialist, Publishing Services
Responsibilities: Completed all relevant project related actions and initiative from start to finish. Kept client updated on
project status. Assisted with developing and maintaining client relationships. Obtained project specific information
required, assisting with successful project completion.

EDWARD JONES, TEMPE, ARIZONA December-2005 to February-2006

Mutual Funds Specialist, Mutual Fund Trades
Responsibilities: Supported both internal and external clients; relevant to specific Mutual Funds terms and policies.
Assigned daily incoming wires to appropriate departments. Account Updates; address updates, mutual fund changes and
investment specialist updates.

BANK OF AMERICA, TEMPE, ARIZONA June 2003 to November-2005

Credit Card Analyst, Consumer Lending, January-2005 to November-2005
Responsibilities: Made credit decisions; approved/rejected credit card applications. Reviewed applications and made
decisions for creditworthiness for issuance of credit card. Determined credit line approval within lending authority.
Preformed maintenance on existing accounts per customer requests.

Home Service Specialist/Workflow Coordinator, Loan Line Center, June-2003 to January-2005

Responsibilities: Evaluated properties, financial strength and credit worthiness of the borrowers. Applied both rational and
creative processes to identify unknown root causes for priority issues, as well as, deciding on the best course of action and
follow up. Processed residential loan applications from initial application to closing, in both a timely and efficient manner.

Kathie Graf*480-650-6868 Page 2

Daily liaison with borrowers, attorneys, brokers, title agents and underwriters. Resolved appraisal and title issues to include,
but not limited to, vesting issues, judgment liens and re-conveyances. Skilled and knowledgeable in all day-to-day aspects
and functions of the Loan Line Department. Responsible for production and distribution of various reports and monitoring
aids. Trained, assisted and acted as local point of reference to other team members as required. Provided truly excellent
standards of service via proactive communication with external customers.

US FOOD SERVICE, PHOENIX, ARIZONA August-2002 to May-2003

National Accounts Coordinator, Finance Center
Responsibilities: Maintained and monitored twelve national accounts. Analyzed customer account payment status for risk
management. Generated internal and external reports for account remittance, credit and collection status. Performed
extensive research, making adjustments for payment discrepancies for account resolution. Assisted nationwide, internal
associates with account dispute.

AT&T, MESA, ARIZONA August 1987 – September 2001

Associate Manger, Corporate Solutions Department, September -2000 to September-2001
Responsibilities: Day-to-day management, coaching and training of a work group consisting of six customer focused
employees. Coordinated vendor management activities, service issues and escalated where necessary. Accountable for
successful completion of over two thousand service requests per month. Improved on-time completion rate of service
requests to 99% through effective team work and process standardization.

Supervisor, Corporate National AMA Control Center (NAMACC), October-1998 to September-2000

Responsibilities: Facilitated internal change-management between project managers and network operations.
Determined resource allocation for requested tasks. Ensured completion of tasks by analyzing and reporting on change
request service flow and control metrics. Improved performance 100% by acting as a catalyst for communication between
operations and project managers. Organized and facilitation of meetings and conferences.

Senior Data Processing Clerk, Corporate National AMA Control Center, November-1990 to October-1998
Responsibilities: Provided accurate data retrieval for billing purposes. Investigated AMA billing and recorded
abnormalities. Managed inventory and internal delivery system of critical switch components.
Created and audited district monthly reports within Direct Measures of Quality Metrics.

Credit Representative, Business Collection Center (BCC), August-1987 to November-1990

Responsibilities: Performed live and final collections for national business accounts. Arranged payments/schedules,
account reconciliation and transfer of misapplied payments. Issued refunds and orders for non-pay disconnects.
Obtained and communicated customers’ proof of bankruptcy for internal records.

* EDUCATION AND PROFESSIONAL DEVELOPMENT

Masters Certification in Project Management, AT&T School of Business, 2000
Proficiencies in MS Office, VISIO, HTML SCRIPTING, ORACLE AND UNIX
Introduction to Six Sigma Project Management concepts
Credit Signing Authority for Conforming Loans – Limit $750,000.00

* LEADERSHIP AND RECOGNITION

Pearson Together - Block Party Committee Member
Residential HOA Board Member – President, 2005-2007
Adopt-A-Charity Fund Raising Committee – St Vincent’s & St. Mary’s
Workplace of the Future Culture Change Team
NAMACC Quality Improvement Team
BCC “Productivity through People” Quality Control Team
BCC Eagle Pathfinder Award