Last Updated: May 24, 2016

OBJECTIVE

I am looking for a position where my talents, training, and experience will provide quality customer service to customers and to the staff in support of the mission of your organization.

 

BACKGROUND SUMMARY

Nine years answering calls in a high volume atmosphere, assisting with changes, refunds of hotel reservations and airline tickets. Three years’ experience in a call center environment assisting users with technical problems and solutions, software installations, and general questions. Nine years’ experience in the research industry in an administrative position.

 

PROFESSIONAL EXPERIENCE

 

Schulman Institutional Review Board, Inc.    April 2007 – Present             

Blue Ash, OH

 

Board Operations Coordinator I - Reporting to the Board Services Manager

Training of Board Operations and Board Services new staff, creation and distribution of the agendas for the Board Education monthly meetings, recording and transcription of Board Education Committee meeting minutes, preparation of materials for the Conflict of Interest Committee meetings, transcription of the minutes from the Conflict of Interest Committee meetings, provision of assistance to the Quality Assurance team in preparation for client audits, drafting, editing and commenting on applicable SOPs in collaboration with the Quality Assurance & Training team, tracking of Board meeting and minutes matrices, preparation presentation slides of the Board’s monthly reports for Board of Directors meeting, distribution of educational materials and opportunities to Board members and staff using electronic sources (i.e. Yammer, SharePoint, email), reservations of requested continuing education webinars, provided day-to-day assistance to team members and office managers, and the administrative duties listed below.

 

Board Operations Coordinator - Reported to the Board Chair

Coordination of all special projects that need the Board member’s attention, following up with Board members about returning their paperwork, training of Board Operations and Board Services new staff, creation and distribution of the agendas for the Board Education monthly meetings, maintenance of Board Member training files (SOP review sheets, current CVs, and licenses), maintenance of Board membership lists (including expertise and individual short biographies, and rosters, including information required to demonstrate regulatory compliant Board composition with OHRP and FDA registration), drafting, editing and commenting on applicable SOPs in collaboration with the Quality Assurance & Training team, tracking of Board meeting and minutes matrices, preparation presentation slides of the Board’s monthly reports for Board of Directors meeting, distribution of educational materials and opportunities to Board members and staff using electronic sources (i.e. Yammer, SharePoint, email), reservations of requested continuing education webinars, assisted with securing expert review summaries from Board Members and/or external consultants, provided day-to-day assistance to team members and office managers, and the administrative duties listed below.

 

Executive Assistant II - Reported to the Board Chair

Coordination of all special projects that need the Board member’s attention, following up with Board members about returning their paperwork, requesting and tracking of indemnity requests and service agreements, provision of assistance to the Quality Assurance team in preparation for client audits, provided day-to-day assistance to team members and office managers, and the administrative duties listed below.

 

Executive Assistant I - Reported to the Board Chair

Coordination of all special projects that need the Board member’s attention, following up with Board members about returning their paperwork, requesting and tracking of indemnity requests and service agreements, trained new Board Coordinators on recording and transcription of Board meeting minutes, provided day-to-day assistance to team members and office managers, and administrative duties listed below.

 

IRB Coordinator Administrative Assistant II/Board Special Projects Coordinator -

Reported to the Board Chair

Coordination of all special projects that need the Board member’s attention, following up with Board Members about returning their paperwork, requesting and tracking of indemnity requests and service agreements, assisted in implementing on-the-job training program, provided day-to-day assistance to team members and office managers, and the duties listed below for IRB Coordinator Administrative Assistant.

 

 

Trak Staffing – Schulman Institutional Review Board, Inc.          January 2007 – April 2007

Blue Ash, Ohio

 

IRB Coordinator Administrative Assistant - Reported to Board Chair

Training in human subject protection in research, processing correspondences and miscellaneous tasks as requested by the Chairperson of the Board, creation and distribution of the Board agendas for daily meetings, preparation of team materials for the Board agendas, transcription of the minutes from the Board meetings, enter revisions to minutes, tracking of satisfaction of conditions, processing of meeting attachments, distribution of study folders after the meeting, maintenance of Board members contact information, maintenance of Board weekly and monthly meeting calendars, securing alternate/additional Board members as requested by the Chairperson, prepare team meeting agenda and transcribe/distribute the minutes, provided day-to-day assistance to team members and office managers, and miscellaneous items as assigned.

 

 

Trak Staffing – Martin Marietta Aggregates       June 2006 – December 2006

Mason, Ohio

 

Dispatcher

Processing customer requests, submitting to trucking company for delivery, follow up of accounts on credit hold, daily tracking of incoming orders, daily review of upcoming orders, rerouting trucks as needed, provided day-to-day assistance to team members and office managers, and other duties as assigned.

 

 

Larson-Danielson Construction Co., Inc.         February 2004 – April 2006

LaPorte, Indiana

 

Receptionist

Answering and processing all incoming calls, daily processing of incoming and outgoing postal mail, ordering of office supplies as needed, maintaining stock room, weekly time card billing, weekly entry of company vehicle fuel usage, assist with monthly account time card billing, machine maintenance calls as needed, fielding office supply sales calls as needed, miscellaneous document formatting & reviewing as requested, yearly tracking of received gifts and corresponding thank you notes sent out, provided day-to-day assistance to team members and office managers, and other duties as assigned.

 

Estimating Assistant

Ordering new project plans as requested, daily maintenance of bid folders, preparation of bid documents, delivery of bid documents and obtaining public results, arranging for plan copies for subcontractors as needed, fielding subcontractor calls for general information, calls for specialty bid items (such as aggregates), daily updates to the estimating team as to project bid status, follow up on invitations to bid, ordering of office supplies as needed, maintaining project plans for the plan room usage, updating and distributing bid log as needed, miscellaneous projects as assigned by estimators or project managers, provided day-to-day assistance to team members and office managers, and other duties as assigned.

 

Plan Room Assistant

Daily maintenance of bid folders, preparation of bid documents, arranging for plan copies for subcontractors as needed, fielding subcontractor calls for general information, calls for specialty bid items (such as aggregates), daily updates to the estimating team as to project bid status, follow up on invitations to bid, ordering of office supplies as needed, maintaining project plans for the plan room usage, miscellaneous projects as assigned by estimators or project managers, provided day-to-day assistance to team members and office managers, and other duties as assigned.

 

 

Siemens Business Services   August 2000 – February 2003

Massachusetts

 

Associate Service Support Specialist – Biogen, Inc. Account, Cambridge, Massachusetts

Level 1 computer help desk support, answering customer calls, daily input of tickets, daily follow up of open tickets, daily review of new techniques learned, daily review of department opened calls – reroute as necessary, weekly compilation and distribution of reports of all calls received and resolution, creation and distribution of monthly reports, account verification as requested, provided day-to-day assistance to team members and office managers, other duties as assigned.

 

Associate Service Support Specialist, Polaroid Account, Wayland, Massachusetts

On-the-job training for Level 1 computer help desk support, answering customer calls, daily input of tickets, daily follow up of open tickets, knowledgeable on multiple email programs (i.e. Lotus Notes, Microsoft Outlook), knowledgeable with the Microsoft Suite of programs (Word, Excel, PowerPoint, Lync/Skype); working knowledge of Timberline and Expedition software, provided day-to-day assistance to team members and office managers, and daily review of new techniques learned

 

Billing Administrator, Canton, Massachusetts

Weekly verification of account time usage, creation of new billing procedures for new account, monthly review of billing data, provided day-to-day assistance to team members and office managers, other duties as assigned

 

 

AAA Auto Club South         January 1995 – July 2000

St. Petersburg, Florida

 

Quality Control Assistant

Daily verification, ticketing and printing of leisure and business travel documents, ticket printer maintenance as needed, contact with airlines regarding special fares as needed, quality check on all documents submitted by both leisure and business travel departments, creation of department procedure manuals, assist with document ordering as requested, assisted in implementing on-the-job training program, assisted in the processing of hotel cancellation billings to minimize customer inconvenience, daily document security, answering calls as needed, monthly verification of business travel expenditures by account, trained new team members in general and task-specific areas to provide quality customer service in a busy call center environment, supervised a four to five member weekend team, responsible for late night and weekend shift duties, including opening/closing the office, and other duties as assigned.

 

Leisure Travel Agent

On the job training (including use of the Apollo reservation system, airline ticket issuance, issuance of refunds, voids and exchanges, technical and troubleshooting skills), supervised a four to five member weekend team, responsible for late night and weekend shift duties, including opening/closing the office, answering incoming customer calls, assisting callers with domestic airline, hotel and car reservations, daily follow up of pending reservations, mailing out of daily invoices and tickets, processing reservation payments, routing of reservations to appropriate local branch as needed, tracking of hourly and daily department phone statistics, and other duties as assigned.

 

EDUCATION

 

Bachelor’s of Science: Business Management

University of Phoenix

 

CERTIFICATIONS/ EXTERNAL TRAINING

 

§    CITI Program – Good Clinical Practices             September 2013

§    CITI Program – Health Information Privacy and Security Course       March 2012

§    PRIM&R: Ethical Oversight of Human Subject Research – Online Course                 February 2012

§    CITI Program for the Protection of Human Research Subjects          June 2010

o   CITI Human Research Subjects Refresher course          April 2015

§    Annual attendance of Schulman IRB’s Human Subject Projection Conference

October 2007 – October 2013