Lana I. Sutowski has over 15 years of experience in business administration and project management. She is currently a Manager of Global Customer Administration at Thomson Reuters, where she oversees customer service and ensures customer requirements are met. Previously, she held management roles in billing operations and was a Billing and Accounting Manager. She has a MBA in Finance and International Business from Rutgers University and is skilled in various business software.

1. LANA I. SUTOWSKI
86 Predmore Avenue
Colonia, New Jersey 07067
732-943-2965 Lanasutowski@yahoo.com
SUMMARY OF QUALIFICATIONS
A results-oriented business professional with proven abilities in strategic planning, managing projects,
improving efficiency of operations, team building and detailing project information to determine
effective processes for operations. Dedicated manager with a strong work ethic and the ability to build
lasting client relationships. Able to identify areas of strength and weakness and implement company
policies, standards, changes in operation, and systems that optimize productivity and bottom line.
Demonstrated the ability to motivate staff to maximum productivity and control costs through the most
effective use of resources. Exceptional organizational and planning skills.
BUSINESS EXPERIENCE
THOMSON REUTERS, New York, New York 1/1/12- Present
Manager - Global Customer Administration Management - GCAM
 Manage the team to ensure that customers requirements are met - manage team meetings; discharge
actions in a timely manner and follow up others as appropriate; keep others informed of all matters
affecting their customers
 Improve interaction and collaboration between team members, other internal Customer
Administration groups and other internal customers
 Manages the strategic relationship with the sales partners regarding end to end customer
administration issues on billing, contracting, order management, collections, debt and nonpayment
issues and electronic fulfillment issues. The CAS also works with the business channel, customers
and all members of the Sales teams (e.g. Sales Specialists, AMs, and Global Project Managers
(GPMs)) to provide administration support for current and new business models with the goal of
making it easier for customers to do business with Thomson Reuters.
 Helps identify and drive forward future administration improvement opportunities with key
customers. This resulted in achieving over 90% customer satisfaction amongst my group of
customers.
 Support and improve global uptake of Customer Administration initiatives for assigned clients; such
as implementation of new contracts and our self –serve tools.
 As appropriate coordinate across the regions and lead global Customer Admin communication with
Global Project Managers and Global Business Directors for Global Accounts.
 Proactively meet with clients for service reviews, billing health checks and feedback and work
directly with them to successfully implement Customer Administration service improvement
programs
 Provided both onsite and remote training and support to my group of customers
 Represent CA department to key internal and external clients to address high profile or recurring
client global issues and complaints. Ensure that appropriate action plans are in place, with regular
feedback to the client and Thomson Reuters management.
THOMSON REUTERS, New York, New York 3/07- 12/11
Manager – Regional Billing Business Operations
 Manage and oversee daily operations for the Billing Department; ensure a smooth-running, efficient
and cost-effective operation.
 Supervise and direct 20 employees comprised of Senior Billing Analysts (Team Leads) and Billing
Analysts. Delegate assignments and special projects; monitor employee caseloads.

2.  Supervise the utilization of two computerized billing systems. Monitor client orders to ensure up-to-
date, accurate and consistent billing.
 Ensured SOX compliance and monitor accuracy which resulted no risk items during my tenure
 Interact with the Sales Team and external clients to research and resolve customer billing
discrepancies and order issues.
 Participate in client meetings and internal client’s conference calls as a main facilitator for resolving
billing issues and discrepancies.
 Serve as a backup to VP of Billing and Credit Operations as needed.
Achievements
- Reduced DSO for one of the biggest clients to 8 days and no debt over 180 days
- Established and implemented new policies and procedures relating to departmental
organization and coordination and client relations, thereby increasing efficiency and
accountability, as well as improving customer service.
- Developed and instituted staff development programs and training policies/procedures
including training manual, materials and training schedule for new employees. Re-
trained billing analysts in all aspects of billing processing and operation thereby
increasing departmental communication and efficiency.
- Served as key player during SOX audit. Ensured proper and accurate documentation and
complete compliance with all regulations, guidelines and procedures.
- Effectively coordinated departmental workload to facilitate cross-training pertaining to
two billing systems. Cross-training employees resulted in improved organization and
client relations.
- Recipient of Thomson Outstanding Performers (TOPS) award in recognition of
providing effective management and sales training as well as was chosen for Leadership
Development Program for 2011.
- Special Projects worked on: 2007-2015 Price Increase roll out, SAP migration, Order
Management migration, Bridge and Reuters + Migrations to Thomson One Investment
Management.
POLO ELECTRIC CORP., Manhattan, NY, 2/06- 3/07
Billing and Accounting Manager
HORIZON CONTRACTING COMPANY, Union, NJ, 4/02-2/06
Billing and Office Manager
RUSSELL-STANLEY HOLDINGS, Bridgewater, NJ, 2/00- 3/02
Sales and Marketing Administrator
EDUCATION
M.B.A. in Finance and International Business, 12/10, B.S, Economics (management & finance
concentration), RUTGERS UNIVERSITY, 5/03. GPA: 3.7/4.0. Graduated with honors.
Project Coordinator for the Russian Club. Additional course work in Federal Taxation,
Finance, Marketing and Business Management.
SKILLS
Expert knowledge in Timberline Software (All Modules), Siebel (CRM), Microsoft Office;
Corel Draw, Photoshop, Office Connector, Illustrator, QuickBooks, Bid Log, AIA Billing
Software, Quantum Project Management Software, Fast Track Scheduler, AutoCAD,
Windows.