Customer Service Quality Assurance

Frankye Gravatt

***** ******** ****** *****, **********, MN 5 5306

Cell: 612-***-**** : **********@*****.***

Summary

Skillful and dedicated Administrative Assistant/Project Coordinator with extensive experience in the coordination,

planning and support of daily operational and administrative functions in a highly confidential environment.

Highlights

Microsoft Office proficiency Articulate and well-spoken

Proper phone etiquette Flexible

Invoice processing Meticulous attention to detail

Social media knowledge Professional and mature

Understands grammar Strong problem solver

Appointment setting Works well under pressure

Database management Customer service-oriented

Mail management Self-starter

Meeting planning Team player

Travel administration Organized

Executive presentation development Strong work ethic

Business correspondence Approachable

Scheduling Energetic

Excellent communication skills

Reliable

Accomplishments

Supported Senior Director through personal document management, calendar organization and collateral preparation

for meetings.

Experience

CLINICAL DATA ANALYST

July 2013 to July 2013

Pharmaceuticals Medical Operations -- 3M - St.

Paul, Bldg 275, January 2000 to October 2003.

Provided Clinical Data Management support on assigned Pharmaceutical programs.

This included designing of Case Report Forms for data collection; ensuring that data collected is consistent with

existing databases and identifying possible modifications.

Review Case Report Forms for accuracy and consistency and review and prepare for data entry.

Participated as an active member in Project Teams to ensure Division Milestones are met.

Trained and mentored other team members as required.

Use of such computer systems as Microsoft Office products, Lotus Notes, MedDra, and eData Management

Database System.

Administrative Assistant III/Project Coordinator

November 2009 to June 2012

Medtronic - Mounds View, Minnesota

Coordination and planning of Global and US meetings both on site and off site for Global Executive Committee

and Clinical Review Committee.

Responsibilities included creating agendas, documenting meeting minutes, and distributing final copies to

attendees; securing meeting location, creating presentations, audio visual set up for meetings, printing and

assembling handouts and other meeting materials, ordering food and beverages, maintaining Outlook calendar

schedules.

Interacted on a regular basis with very high level executives ranging from managers to vice presidents both local

and worldwide, often handling confidential and highly sensitive materials.

Entered research proposals from external physicians into database and created agendas for field scientists to

review these proposals.

Processed compensation for these research centers.

Administrative support for Senior Director - managing calendar, travel arrangements, and expense vouchers, and

other day to day administrative duties.

ASSOCIATE CLINICAL STUDIES SPECIALIST

October 2005 to November 2009

Medtronic - Mounds View, Minnesota

Served as a liaison between clinical, site, and field personnel by providing ongoing timely and consistent

communication while acting as the research site's main study contact for Cardiac Rhythm Disease Management

Clinical studies.

Document management - manage clinical study files, organization and distribution of clinical study to documents,

periodic audits of clinical study files for completeness and compliance to regulatory standards, track site

activation progress.

Data management - participated in the design, development, and testing of case report forms, study reports, and

study databases based on protocol requirements; ensured timely and quality completion of data collection forms

(paper, database, and remote entry), verified study data, and generated data discrepancies and followed through

to resolution.

Training - training of new clinical team members, provided guidance on data collection and other study related

processes to site and field personnel, provided guidance for site activations to sit.

ADVANCED CLINICAL DATA ANALYST

November 2003 to April 2005

3M - Maplewood, Minnesota

Provided Clinical Data Management support on assigned Pharmaceutical programs.

This included designing of Case Report Forms for data collection; ensuring that data collected is consistent with

existing databases and identifying possible modifications.

Review Case Report Forms for accuracy and consistency and review and prepare for data entry.

Participated as an active member in Project Teams to ensure Division Milestones are met.

Trained and mentored other team members as required.

Proficient in use of such computer systems as Microsoft Office products, Lotus Notes, MedDra, and eData

Management Database System.

Benefits Coordinator

December 1991 to December 1999

3M - Maplewood, Minnesota

Payroll administrative duties for all hourly Pilot Plant employees.

M ASTER TECHNICIAN DOCUMENTATION and SCHEDULING

December 1991 to December 1999

3M - Maplewood, Minnesota

Responsibilities included scheduling various Pilot Plant research/development and production equipment,

entering and approving purchase orders for materials used in production, research and development

experiments, maintenance supplies, and office supplies.

Coordinate work schedules for full time and contract employees to ensure work is completed on time.

Highly involved in transferring to a computerized production scheduling system from a paper scheduling system.

Computer skills include the following systems: RIS, COMS, OSOP, MICROSOFT WORD, EXCELL,

POWERPOINT, WINDOWS BASED OPENINSIGHT (INVENTORY CONTROL), AREV (SCHEDULING),

LOTUS NOTES, NETSCAPE, AND LABEL PRO FOR WINDOWS.

Safety Shoe Coordinator

December 1991 to December 1999

3M - Maplewood, Minnesota

Coordination and management of Safety Shoe program for department.

MATERIALS CONTROL COORDINATOR and MASTER QUALITY CONTROL TECHNICIAN

April 1988 to December 1991

3M - Maplewood, Minnesota

Material's Control Coordinator responsibilities included materials control and production planning for the entire

Eye Care Product line.

Duties included order entry, billing, monitoring branch inventory levels, purchase orders for 3M supplied input

materials for vendor manufacturing, production in process inventory control, finished goods inventory control, and

reconciling vendor inventory.

Administrated customer complaints and issued credits as needed, updated Quality status on PMCS, and used

proper computer systems to perform above duties as required.

Including PMCS, RIS, COMS, and FIGURES).

Master Technician responsibilities included analysis and testing of customer complaints, and Medical

Specialties production and research and development products.

Interaction was required with supervision, management, sales, plant personnel, engineers, and tech service.

A very high level of organiorganization.

SENIOR QUALITY ASSURANCE TECHNICIAN

June 1986 to March 1988

3M - Maplewood, Minnesota

Electrical Products Division -- 3M -- St.

Paul, Bldg 260, June 1984 to March 1986.

Responsibilities included qualification testing of OEM tapes produced in Bristol, Pennsylvania and Freehold,

New Jersey.

Auditing OEM tapes and testing customer complaints were major requirements of this position.

Interaction included other technicians, manufacturing technology engineers, lab engineers, and various plant

personnel.

MASTER QUALITY ASSURANCE TECHNICIAN

March 1986 to March 1988

3M - Maplewood, Minnesota

Responsibilities included testing and analysis of customer complaints dealing with OEM tapes, and qualification

testing for tapes produced in Menomonie, Wisconsin.

This involved communicating with Tech Service, supervision, managers, sales representatives, customer service,

and often with the customer themselves.

I frequently participated in Distributor Training Sessions, which provided information on the testing and

application of our products to distributor sales representatives and the 3M sales representatives.

QUALITY CONTROL TECHNICIAN

October 1982 to June 1984

3M - St Paul, Minnesota

Responsibilities included in process auditing of machines and their output, and finished product testing and

analysis.

Some of the machines involved were: extruders, coaters, calendars, and slitters.

This involved frequent overtime and weekend coverage.

This position allowed me to learn a lot about the whole logistics process from start to finish.

Q UALITY CONTROL TECHNICIAN

March 1981 to October 1982

3M - Aberdeen, South Dakota

At the Aberdeen Plant I was responsible for auditing the Tape Slitting department.

This included auditing slitters, re-winders, packing, and finished goods.

Also required was testing and analysis on returned goods and customer complaints, reporting results (including

value and disposition), and follow up on these tasks.

On a monthly basis I gave a Quality Department Status meeting to production personnel, their supervision,

planning and scheduling personnel, and management.

QUALITY CONTROL TECHNICIAN

August 1979 to March 1981

3M - Aberdeen, South Dakota

As a technician with OH & SP Division, my responsibilities included auditing production machines that produced

various dust and paint spray respirators.

I also audited finished goods material ready for shipment to the customer.

E ducation

AA Degree : Meeting and Events Management, Present

Dakota County Technical College - Rosemount, Minnesota, U S

Currently attending DCTC in Meeting and Events Management working towards an AAS Degree. Received certificate

in May 2013 with a 4.0 GPA.

Associates of Applied Science Degree : Business/Cosmetology, March 2005

Minnesota School of Business-Globe College/Minne - Oakdale, Minnesota, U S

Graduated with a 4.0 GPA and perfect attendance.

Additional Information

Personal interests include various volunteer positions at Children's Hospital (St Paul), visiting North St Paul

Nursing Home facility with my dog, and childcare at a local women's shelter while mothers attend

self-improvement courses. I enjoy taking self-improvement courses through community education and local

colleges. Some of those classes have included photography, personal finance, stained glass, quilt making,

gardening, and cake decorating.

I enjoy home improvement projects, flower gardening, water sports, ice-skating, reading, cooking, dancing, and

traveling. Time spent with my friends and family is very important to me.

Contact this candidate