Customer Service Technician

Diane Fisher

* ****** ****, ********, **. *****

Telephone: 508-***-**** (home) 774-726- 6276

Email: *************@*****.***

PROFESSIONAL SUMMARY

Over 10 years’ experience in the biotech/pharmaceutical research field; knowledge of regulatory agencies and requirements; efficient, organized, and skilled in working in fast-paced, deadline driven environments; excellent interpersonal and communication skills; demonstrates ability to lead and take charge of disorderly situations; extensive experience in customer service. Proven track record for process improvements.

PROFESSIONAL EXPERIENCE

Vet Technician

Children’s Hospital 4/12 to present

• Work closely with the Veterinarian(s) to perform daily health assessments of laboratory animals in the colony and maintain all records as needed and associated with this monitoring. Provide animal treatments as instructed by the Veterinarian(s).

• Perform specimen collections and documentation, process samples, provide summaries, conduct written and telephone communications with diagnostic laboratories, serve as contact for intra-institutional animal transfers and related responsibilities

• Perform daily clinical observations and health examinations of sick animals, prior to reporting adverse findings to Veterinarian responsible for that area.

• Provide technical skills training to the research community in support of IACUC-approved research protocols, e.g. animal handling and restraint, weaning, tail snips, ear tagging, blood and other tissues sample collection, injections, treatments, surgical preparation, pre-, peri-,and post-operative observations, euthanasia, and assists with research procedures as directed.

• Actively interact with research staff to provide technical assistance.

• Coordinate and process orders for animal medications (drugs, anesthetics, analgesics, etc.), document distribution of same, and provide guidance on recordkeeping requirements.

• Prepare and submit written reports, monthly billing summaries (drug orders, overcrowded cage charges) charts, logs and inventories as requested by Supervisor.

• Provide training for the ARCH staff for animal care, health and regulations.

• Participate in Management staff meetings, Rodent User Group meetings, and Animal Tech meetings as required

• Actively interact with research staff to provide technical assistance.

• Perform dexa scans

• Coordinate domestic exports

Technician III / Group Leader

Children’s Hospital 11/11 to 4/12

• Responsible for assisting in the training of animal care staff in the following; cage changing, microisolator cage changing techniques, room sanitation, autoclave operation, cagewash operations, waste disposal and other husbandry duties as required.

• Coordinated and assisted in ensuring that adequate supplies are in the barrier, animal holding rooms and other areas as specified.

• Provide support in animal rooms changing cages and works in the cage wash operation.

• Ensure proper maintenance of animal records including, room logs, health reports, cage card labels, autoclave records, cagewash records, animal census and other records as required.

• Ensure that all animal rooms are observed on a daily basis to monitor for sick, impaired or dead animals, and reports findings to the veterinary staff or alternatively to the Animal Facility Manager.

• Maintain quality performance of departmental and client objectives - including meeting/exceeding departmental standards with respect to animal health and welfare, facilities condition, sanitation levels.

• Conduct routine inspections of all animal holding and support facilities to determine the degree to which established levels of animal health, facilities condition, sanitation levels, environmental parameters and security are being met/exceeded. Coordinate repair and general up-keep of physical environment in areas of responsibility.

• Interact with customers as required to solve customer requests, inquiries, and complaints and to provide technical assistance. Serve as a liaison between scientific staff and support personnel.

• Practice, train and assist in ensuring that consistent practices of general company and safety policies and procedures are followed, including those related to biohazards and radioactive substances.

• Assist/provide input to supervisor/manager regarding personnel management activities such as: scheduling, personnel actions (hiring, promotions, transfers, etc.), training and development, providing regular direction and feedback on performance, disciplinary actions and preparing and delivering annual performance and salary reviews.

• Serve as a role model for effective time management, communication and utilization of resources

• Assist in the maintenance and communication of departmental systems and SOPs.

Harvard University 5/12- 8/12 (temp contract)

Animal Technician III

• Administered prescribed medications; administer special water solutions and diets, maintains treatment and feeding records.

• Provided rodent breeding colony management services, assisted in rodent quarantine and with the sentinel health monitoring programs.

• Received and housed incoming orders of animals and provide euthanasia, as required .

• Coordinated work with others and initiate supply and equipment orders

• Proper animal identification cage cards were maintained, and understand the care procedures as directed by research investigators.

• Responsible for portions of the procurement, data management and census of research animals received for approved IACUC protocols.

• Assisted in monitoring for compliance with federal, state, local and institutional policies regulating the humane care of and use of research animals.

• Responsible for the daily care of laboratory animals using sterile technique including cleaning, feeding, watering and health observations of animals when assigned.

• Identify And Recognized signs of illness and abnormalities as indicated by changes in behavior and/or appearance and report the observations to appropriate staff.

• Performed and train coworkers on prescribed preventative and therapeutic treatment procedures.

• Monitor and ensure adequate inventories of animal care supplies, food, bedding, sanitation chemicals and equipment.

• Accurately follow approved protocols and Standard Operating Procedures (SOP’s)

Charles River Laboratories 12/00 to 8/10

Senior Supervisor Technical Operations, Preclinical Services, Charles River Laboratories

• Provided leadership to multiple toxicology and safety pharmacology studies

• Prepared and reviewed study calendars from draft and final protocols and ensure all protocol driven activities are accurately scheduled

• Supervision on the sample processing laboratory

• Assisted in the operation of the animal facility .

• Supervision of 19 direct reports to include both animal care and technical staff.

• Planned, executed and finalized studies.

• Finalized audit findings, oversaw the data and archives department

• Participated in team meetings and provided feedback to staff to increase data quality and time management.

• Identified training and developmental needs for both technical and supervisory and developed training plans as appropriate. Oversee maintenance of group training manual and training records.

• Assisted in the development; maintenance and communication do departmental systems and SOPs. Assisted in the development and communication of job descriptions for subordinate positions.

• Monitored scientific projects and procedures in accordance with the study protocol with high integrity

• Scheduled overtime as authorized. Reviewed and approved time cards, coordinated vacation/time off schedules .Served as a mentor to entry level supervisory staff as necessary.

• Monitored performance of direct reports. Provided regular coaching and counseling and mentoring.

• Coordinated ordering of supplies and equipment need for upcoming studies. Forecasted materials, supplies and labor required for study completion.

Supervisor, Preclinical Services, Charles River Laboratories

• Developed work schedules, coordinated assignments and supervised the staff for each assigned study.

• Served on the IACUC committee

• Acted as a liaison between technical staff, internal departments and Study Directors on assigned studies

• Assisted in the interview and selection of qualified non-exempt personnel. Recommended personnel actions, including hiring, and promotions. Partnered with Human Resources and departmental management to assist the handling of disciplinary issues. Drafted appropriate personnel action paperwork.

• Organized study data and ensure timely review of all assigned study data.

• Worked closely with manager to assist in the colony management, reserved animals for upcoming studies and created spreadsheets to track animal use.

Research Assistant III, PST Charles River Laboratories

• Computer literate( Provantis, Windows, Word,Excel )

• Ability to handle stressful situations and respond effectively to change

• Initiated solutions to problem situations

• Maintained accurate/organized records

• Ability to work independently

• Meets deadlines and project follow

• Effective oral and written communication

• Good working Knowledge of SOP’s and GLP’s

• Worked effectively as part of a team while building positive interactions with co-workers and supporting departments.

• As a lead technician responsible for study set up and preparation of appropriate data.

Research Assistant II, PST Charles River Laboratories

• Handling and Restraining of Multiple species

• Various dose administration techniques,data collection and QC

• ECG data collection

• Lead Technician on two or more studies

Research Assistant I, PST Charles River Laboratories

• Vascular Access port and maintenance and use

• Clinical Observations

• Infusion ( NHPs, Dogs, Rats )

• Indirect Blood Pressure

• Cutaneous Bleed Time

• Blood collection of NHPs, Dogs,Rabbits and rodents

DLAR Technician III, Charles River Laboratories

• Husbandry and overhead facility tasks

• Animal care ; including feed, watering, cage change, and animal health monitoring

• Administerd therapeutics to animals

• Ensuring the integrity of data recording of animal care logs and related information for

• Mentor/Train other employees as a designated trainer for department

• Assisted technical and veterinary personnel in both study procedures and veterinary procedures.

• Animal behavior Assessment in primates

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EDUCATION AND PROFESSIONAL DEVELOPMENT

High School Diploma, Holy Name CCHS

Animal Veterinary Assistant, Harcourt Learning

Courses and Training

Enhancing Leadership Skills Feb 2005

Disney Operant Training Workshop Oct 2005

Six Sigma training Mar 2008

Management Certificate Program Apr 2009

Customer Service Certificate Program Oct 2009

Board Certification and Licensure

Assistant Laboratory Animal Technician (ALAT) Certification Feb 2002

Laboratory Animal Technician (LAT) Certification Mar 2003

Laboratory Animal Technologist ( LATG) Certification Nov 2004

Awards/Recognition

Teamwork Award June 2006

Achieving Customer Excellence Award June 2009

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