1. Johnson Controls Inc.-CONFIDENTIAL-(ckettnp)
PATRICIA ANN KETTNER
W256 N9178 Tomahawk Drive
Sussex, Wisconsin 53089
(414) 416-4187
pat_kettner@yahoo.com
QUALIFICATION SUMMARY
MicroSoft Office Suite Computer Proficiency
Inside Sales Customer Service – Internal and External
Data Entry Pricing
Expediting Accounting- Payable & Receivable
Problem Solving Data Bases-Creating/Updating
EMPLOYMENT EXPERIENCE
JOHNSON CONTROLS, INC., Milwaukee, WI 03/2007 to 07/2016
Credit and Collection Coordinator
• Responsible for the account receivables the Atlanta Georgia branch, totaling $10 million.
• Review commercial installation / equipment accounts on a regular basis to identify delinquent accounts.
• Contact commercial customers to establish and negotiate payment arrangements.
• Contact General Contractors when necessary, to verify what is holding up payments to commercial customers.
• Review contracts and purchase orders, to insure payment arrangements are followed upon agreed contract
terms.
• Reconcile contracts and customer payments to ensure the proper amount of the contract and payments are
correct.
• Work in a team environment with branch office, sales engineers, payment posting areas, contract accounting
area, tax department, etc. In order to correct any issues that might cause non-payment from the customer.
• Schedule and hold monthly accounts receivable and dispute meetings to develop a plan of action for delinquent
accounts / contracts. Prepare management reports / spreadsheets regarding accounts receivable issues
pertaining to each district office.
• Reconcile contracts to verify if UDC (Unapplied Distributed Cash) is refundable to customer or not. Which
includes sending refund letters to customer and making sure they are resolved in a timely manner and/or
processing cash moves to have funds applied correctly.
• Request waivers when needed (not all jobs require waivers)
• Reviewing contracts and invoices to know when to protect our rights (to file either lien or bond when necessary)
• Preparing legal packets, when appropriately needed.
SEMCO PRODUCTS, Milwaukee, WI 2006 to 2007
Customer Service Representative/Inside Sales
• Responsible for order entry for customers and outside sales representatives.
• Responsible for tracking orders through the production lines and verifying delivery dates.
• Contacting customers for delivery and payment arrangements.
• Quoting price and availability for custom folder requirements.
• Process calls, emails and fax orders daily.
• Responsible for arranging emergency shipments, either same day or next day delivery.
• Responsible for issuing return authorizations for damaged or refused products.
• Responsible for invoicing customers and/or crediting customers for shipments or returns

2. Johnson Controls Inc.-CONFIDENTIAL-(ckettnp)
PATRICIA ANN KETTNER
Page 2
of 2
JOHNSON CONTROLS, INC., Milwaukee, WI 2001 to 2006
Senior Service Coordinator 2002 to 2006
Service Coordinator 2001 to 2002
• Responsible for performing call management activities for SSA Area Service Operations and
IFM Service Operations group with primary emphasis on maintaining and increasing customer service levels
• Process 50 - 100 calls, emails and faxes for service requests daily
• Dispatch and escalate, if necessary, the requests for unscheduled service visits (created from the calls and
emails).
• Process IFM Client quality worksheet.
• Maintain on-call data spreadsheets, to assure we are contacting the appropriate service provider for the
customer/clients need.
PRIOR TO 2001
Adecco, Global Order Administrator – Associate
RVSI/Systemation, Spare Parts Coordinator
Power/Mation Division Inc., Inside Sales Assistant
EDUCATION
Milwaukee Area Technical College, Milwaukee, WI
St. Francis High School, St. Francis, WI
ADDITIONAL TRAINING
The Lean Six Sigma Transactional GBS Yellow Belt Training
Dealing with Questions, Objections and Resistance
Financial Statement Basics
Records and Information Management
Managing Your Career: Getting on the Right Track
Criticism in Context
Financial Decision Making
Account Reconciliations
Bond/Lien Training
Giving Constructive Criticism
Getting Results without Direct Authority: Building Relationships and Credibility
Customer Service fundamentals: Building Rapport in Customer Relationships
TECHNICAL SKILLS
Microsoft Word, Excel, PowerPoint, Outlook, Lotus Notes, Business Objects, NxGen, GetPaid collection system,
Lawson Financial System, CMS (contract management system), Oracle, Act 4.0
AWARDS
Recipient of Branch of the Year Award for 2010 and 2011: Johnson Controls
Certificate of Outstanding Achievement (for achieving cash collection hurdles): Johnson Controls 1st
& 2nd
quarter
2010; 2nd &
3rd
quarter 2009; 1st
, 2nd
& 3rd
quarter 2008, 3rd
& 4th
quarter 2007.
Certificate of Recognition for Subject Matter Expert for GetPaid implementation.