Customer Service Quality Assurance

Lucille Stubbs

Email: abor0d@r.postjobfree.com

Address: ** ******* ***

City: Morton

State: PA

Zip: 19070

Country: USA

Phone: 610-***-****

Skill Level: Experienced

Salary Range: 35

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Lucille O. Stubbs

19 Harding Avenue Home - 610-***-****

Morton, PA 19070 Cell - 610-***-****

abor0d@r.postjobfree.com

PROFILE

Over 15 years in a variety of progressively responsible positions involving establishment and maintenance of significant customer relationships. Record of rapidly learning and applying complex administrative routines and procedures, and training others in their applications. Background primarily in financial organizations. Viewed as an effective team player and communicator, with in-depth competencies in training, interpersonal relations, customer service and sales. Professional Licensing and extensive corporate training in finance, accounting, computer, and personal development courses.

PROFESSIONAL EXPERIENCE

Lincoln Investment Planning, Wyncote, PA 2007 - 2012

Branch Services Representative

Responded to incoming/outgoing calls (Call Center environment). Provided account information for Retirement accounts; 403(b), 403ORP, IRA, and Roth IRA's.

Responsible for proactively serving the needs of the Financial Advisors, Branch Administrators, and their staff. Act as the primary liaison between the Mutual Fund/Annuity Companies, the Financial Advisor's, and their branch. Provide assistance to the Branch Service Team and other co-workers as needed.

Composed letters to mutual fund companies and/or insurance companies to request corrections on investor accounts. Travel to branch offices periodically to maintain rapport and provide answers to questions and problems.

Delaware Investments, Philadelphia, PA 2003 - 2006

Responsible for prioritizing work items received to determine if a personalized letter should be created, a template can be used, or if the item can be processed. Reviewed and responded to all customer complaint letters.

Expedited the completion of Account Verification Forms received from Veterans Administration, mortgage companies, Housing Authority, auditors, etc.

Processed Lost Certificates, calculated premiums, and reported lost to the Security Information Center.

Handled telephone calls received concerning purchases, redemptions, new account set-ups, financial maintenance and merged fields.

Loss Prevention Assistant (under USA Patriot Act - Promoted rapidly after hire to senior position. Reviewed accounts to identify/prevent fraudulent activity. Interacted with Financial Institutions in verifying large dollar transactions. Accessed vendor database for client verification.

Handled numerous reports in preparation for Audit Controls.

Page 2 Lucille O. Stubbs

EXPERIENCE - Continued

ING ANNUITIES, West Chester, PA 1998 - 2003

Senior Customer Service Specialist, Annuities 2001 - 2003

Served as Team Leader for Customer Service Specialists (CSS)

Acted as primary resource for escalated calls requiring technical or procedural expertise.

Traveled to Connecticut and Pennsylvania offices to provide one-on-one training to customer service staff in the areas of telephone etiquette, systems, products and procedures.

Assistant Qualified Plans Account Administrator, Fund 1999 - 2001

Answered and serviced 90+ calls daily from clients, agents and brokers servicing 403(b), Simple IRA's, Traditional / Roth IRA's, SEP's and non-qualified plans.

Assisted in analyzing, designing and implementing workflow procedure for handling of broker-submitted 401K proposals.

Client Services Investments Specialist, Fund 1998 - 1999

EDUCATION AND PROFESSIONAL DEVELOPMENT

Business Administration: Keystone School of Business, Springfield, PA

Delaware County Community College, Media, PA

Criminal Justice: Delaware County Community College, Media, PA

TRAINING AND DEVELOPEMENT

Corporate Courses:

Annual Retirement Plans Update State Tax Withholding Training

Risk Management Regulations Update Effective Business Writing

Fixed and Variable Life Insurance Anti-Money Laundering Update

The Fish Philosophy (Attitude Matters) 529 TAP Guaranteed Savings

Plan Regulations

SOFTWARE APPLICATIONS

*Microsoft Word AWD (Automated Work Distributor)

*Microsoft Excel Encorr System

*Microsoft Outlook TA 2000/NT Desktop

AS400

Document Finity

Licenses Held

Series 6, Registered Representative

Series 63, Uniform Securities Agent

Candidate Resume - Confidential User

Contact Information -

Email: abor0d@r.postjobfree.com

Address: Address Withheld

City: Uncasville

State: CT

Zip: 06382

Country: USA

Phone: 203-***-****

Skill Level: Experienced

Salary Range: 75

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Applicable Core Competencies:

Laboratory techniques: HPLC, ICP/AA, CD Spectrophotometry, LC/MS, GC/MS, TLC, FTIR, NMR, UV/VIS, IR,

Experience with DNA and RNA analysis (extraction, quantification, PCR, and western blot analysis).

Background includes toxicology, pharmacokinetics, physical and analytical chemistry an d molecular virology.

Experienced in wet bench and computational methods for chemistry (statistical mechanics).

Computer proficiency: MS Word, C++, Excel, PowerPoint, Works, Lotus.

EXPERIENCE & ACHIEVEMENTS

PLUM ISLAND ANIMAL DISEASE CENTER, Greenport, NY 02/2010 to 02/2012

Collaborating Scientist:

Integrally contribute to an EPA project, by testing methods for determining the efficacy of antimicrobial disinfectant chemicals on foreign animal disease agents. Use select agents in a biological safety Level 3 containment environment. Perform safety assessment of chemicals. Complete antibody screening for specificity and functionality. Apply standards mandated by the American Society for Testing & Materials.

Perform all aspects of cell culture for detection of foot-and-mouth disease virus and African swine fever virus, including production of high-titer stocks.

Perform various molecular biology techniques including, cloning, tranfection and PCR.

Conduct disinfection assays with chemicals including sodium hypochlorite, citric acid and sodium carbonate.

Experimentally defined neutralizing buffers for disinfectants to control contact time and prevent cell culture cytotoxicity.

Perform reverse transcriptase polymerase chain reaction (RT-PCR) and DNA sequencing to confirm virus identity.

Routinely analyze mutations in the capsid coding region of transboundary animal disease viruses for Targeted Advanced Develoment (TAD) studies

Performed protein purification gels and western blot analysis utilizing polyclonal antibodies to validate protein expression.

UNIVERSITY OF IOWA, Iowa City, IA 02/2006 to 07/2009

Graduate Researcher, Toxicology (2007 to 2009):

Investigated free radical mechanisms involved in quinone chemistry, using electron spin reasonance techniques. Evaluated free radicals generated from mono-, di- and tri-oxygenated benzene rings. Performed experiments to study the mechanism for the degradation of polychlorinated biphenyls via mass spectrometry and liquid chromatography. Additionally, participated in risk assessment studies, on an academic level, regarding PCBs. Studied toxicity associated with chemical exposurure.

Laboratory Coordinator (2006 to 2007):

Facilitated the operation of the instructional laboratories, and provided instructional guidance to student workers and teaching assistants. Specifically, assisted the faculty and teaching assistants assigned to laboratory courses with course logistics. Implemented and ensured adherence to safety and laboratory policies. Conducted chemical and reagent preparation. Designed, developed, and maintained instructional laboratory and lecture demonstration apparatus. Operated and maintained instructional instrumentation.

SCHERING-PLOUGH CORP., Iowa City, IA 11/2004 to 02/2006

Quality Specialist:

Verified and released components and raw materials within product specifications for Temodar / Temozolomide, which involved collaborating with the production team, performing independent audits of in-process production materials, investigating problems, and documenting conformance and corrective actions. Additionally, audited packaging and manufacturing for compliance with cGMPs and SOPs. Delivered final QA in-process documentation for each batch to the Quality Assurance Documentation Coordinator. Advanced to this position from the role of Research Chemist.

Completed rigorous training at headquarters to qualify for the Temodar/Temozolomide manufacturing and packaging processes, which included meeting with supervisors of QA and production.

Upheld product quality by conducting an acceptable quality level (AQL) on 800 capsules, after encountering an issue of an elongated capsule. Utilized calibrated micrometers to identify overlength capsules.

Established corrective action procedures for manufacturing and packaging processes related to defects found in QA, to ensure defective material was properly isolated, addressed, and dispositioned.

Integrally contributed to formulating SOPs, by recommending action plans for production training, and determining optimum methodologies for adhering to GMPs as set forth by guidelines in SOPs.

Reviewed documentation for time sequence agreement compared to downtime report and other production data, and verified deviations, special instructions, and appropriate corrective actions.

Issued facility cleaning certificates to production management, to allow manufacturing / packaging to begin operation.

UNIVERSITY OF IOWA, Iowa City, IA 08/2003 to 08/2004

Research Graduate Assistant:

Conducted thermal denaturation experiments on calmodulin, an essential, omni-present, multi-domain eukaryotic protein, to analyze melting temperature and enthalpy of various mutants at several KCl levels.

Participated in projects in tissue preparation, enzyme purification, and analyzing enzyme pathways using spectrophotometric assays.

Resolved chemically meaningful parameters from nonlinear least squares analysis of experimental results. Used molecular graphics software to interpret biophysical properties of mutant proteins.

Examined the effects of pH on protein pKa, utilizing quantum mechanics to evaluate pKa values and observe energy changes. Characterized proteins using circular dichroism, heteronuclear NMR, and fluorescence.

UNIVERSITY OF TEXAS HEALTH SCIENCE CENTER, San Antonio, TX 01/2000 to 12/2002

Researcher:

Investigated the pharmacokinetics and pharmacodynamics of ondansetron, a serotonin antagonist structurally related to serotonin, FDA-approved for chemotherapy-related nausea, and applied for early onset alcoholism. Utilized liquid phase extraction, along with a sensitive reversed phase HPLC methods, to develop an assay for ondansetron. Reversed phase HPLC quantitatively determined the concentration of ondansetron in human plasma. Results from human samples were used to study the bioavailability of the drug for ondansetron in crushed form versus liquid form.

EDUCATION

M.S., Toxicology, The University of Iowa, Iowa City, IA 2009

Human Toxicology Interdisciplinary Program

Thesis: Free Radical Studies on Mono-, Di- and Tri-Hydroxyl Substituted Benzene Rings

B.S., CHEMISTRY, The University of Texas, San Antonio, TX 2002

Honors College

TRAINING

LBI Certificate 2010

Select Agent Certification 2010

Basic Biological Safety 2007

Personal Protection Equipment 2007

Instrumental Software Training - Thermo 2007

Bloodborne Pathogens Safety 2003

Hazardous Waste Management 2006

Lab Chemical Safety 2006

Laser Safety 2006

PRESENTATION

Eslami, AC. -A Study on Substrate Enzyme Binding in Acetylcholinesterase.- Presented at the Annual Biomedical Research Conference for Minority Students (ABRCMS) New Orleans, LA, Nov. 2002.

PUBLICATIONS

J. Kua, Y. Zhang, AC Eslami, and JA McCammon (2003) -Studying the roles of W86, E202, and Y337 in binding of acetylcholine to acetylcholinesterase using a combined molecular dynamics and molecular docking approach.- Protein Science 12: 2675-2684.

AC Eslami, W Pasanphan. BA Wagner, and GR Buettner (2010) -Free Radicals produced by the oxidation of gallic acid: An electron paramagnetic reasonance study.- Chemistry Central Journal 4: 15.

P. Krug, L. Lee, AC Eslami, CR Larson and L. Rodriguez (2011) -Chemical disinfection of high-consequence transboundary animal disease viruses on nonporous surfaces.- Biologicals 39: 231-235.

P. Krug, CR Larson, AC Eslami and L. Rodriguez (2011) -Disinfection of foot-and-mouth disease and African swine fever viruses on a porous surface.- Veterinary Microbiology. Submitted.

COMPUTERS

MS Word, C++, Excel, PowerPoint, Works, Lotus

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