Customer Service Quality Assurance

Charisma L. Eaglin

Curriculum Vitae

_ ***** S. Sangamon St. Chicago, IL 60643 773-***-****

************@*********.***

Education

Walden University Master of Public Health, 2007

University of Illinois – Chicago Bachelor of Science - Biological Sciences, 2001

Professional Experience

Teaching & Education

North Park University 07/2012 – current Chicago, IL Chemical

Hygiene Officer/Lab Safety Officer

Create and implement an effective, functional environmental health and safety department for university.

Manage laboratory safety program for students, faculty and staff

Implement and maintain Chemical Hygiene Plan for university

Conduct laboratory safety inspections to ensure compliance with governing agencies: OSHA and EPA

Provide quarterly and annual safety training to students, faculty and staff

Maintain chemical inventory of more than 1100 chemicals used in instruction and research

Ensure Material Safety Data Sheets database is current and updated regularly

Sanford – Brown College 06/2010 – 07/2012 Tinley Park, IL

Adjunct Professor

Lecture registered students of the Cardiovascular Sonography Associate Degree, Medical Assisting, Medical

Billing and Coding, Pharmacy Technician and Dialysis Technician certification programs in Anatomy and

Physiology, Biology and Success Factor courses

Administer weekly assessment exams

Provide study guides and tutoring in Biology and Physiology to students registered to any offered program

Educate students in compliance with course objectives

Laboratory Experience

U.S. Drug Testing Laboratories 11/2005 – 06/2010 Des Plaines, IL

Laboratory Supervisor

Managed a laboratory team of 12 laboratory accessioners and 6 laboratory technicians in daily forensic

toxicology testing of clinical samples

Coordinated scheduling and shift changes for employees

Conducted weekly laboratory meetings detailing laboratory protocol changes and newly implemented testing

procedures

Successfully trained all laboratory technicians in Elisa screening and confirmation testing of Umbilical cords

for illicit drugs.

Oversaw the accessioning and testing of over 300 clinical samples daily

Analyzed data reports and patient results

Communicated with clinical laboratories managers regarding further testing and results

Administered employee annual reviews for promotions

Conducted interviews and hiring of potential laboratory staff

Trained over 30 employees and new hires according to Standard Operating Procedures, College of American

Pathologists and New York Department of Health protocols

Conducted Corrective and Preventive Action documentation for procedural errors

Established and implemented internal quality control programs and reviews monthly data to audit various

measures (e.g., specimen quality, test method validity, testing procedures, reporting of results)

Conducted Proficiency Testing of staff in adherence of CLIA, NYDOH, CAP protocols

Lab Support, Abbott Laboratories 06/2004 – 11/2005 Downers Grove, IL

Quality Assurance Specialist

Managed divisional calibration and preventive maintenance database of all manufacturing,

research/development and testing equipment

Managed divisional Corrective and Preventive Action system by documenting non-compliant testing and

research data issues.

Assisted department managers in training and retraining of employees to maintain compliance with company

and FDA standards

Abbott Laboratories 02/2002 – 02/2003 Abbott Park, IL Product

Specialist

Conducted investigative studies to improve product and process performance

Executed immunological testing for in-coming and in-process Hepatitis A Virus positive and negative

plasmas, conjugate diluents and concentrates for qualitative detection of antibodies and antigens

Organized operational data for evaluation

Initiated Corrective and Preventive Action documentation for non-compliant testing procedures and results

Certified operator of Abbott IMx instrumentation

Trained 3 newly hired product specialist in investigate and diagnostic testing, Corrective and Preventive

Action documentation, instrumentation maintenance and calibration

Abbott Laboratories 09/2001 – 02/2002 Abbott Park, IL

Validation Technical Writer

Revised and edited Change Request forms for the Prism/AxSym Validation Team

Designed characterization protocols for Prism/AxSym Assays under product remediation submission to the

FDA

Composed Change Request forms and Deviation Report forms for documents requiring updating or process

improvements

Idexx Laboratories 10/1999 – 9/2001 Elmhurst, IL Laboratory

Technician

Executed hematological, immunological, and infectious disease testing for incoming animal serum

Analyzed and interpreted data from screening and confirmation testing

Reported analysis reports to veterinarian hospitals and clinics nationally

Trained over 10 new employees in testing and report analysis

Customer Service

Allstate Insurance Co. 07/2003 – 05/2004 Woodridge, IL Senior

Customer Insurance Professional

Licensed insurance representative for over 15 states with authorization to implement new property and

casualty insurance lines

Reviewed, identified and made changes to existing property and casualty lines

Provided expert customer service on billing and account information, received and applied payments for

policies and advised customers on best possible coverage of insurance policies

Skills and Instrumentation

Scientific Investigations, Corrective and Preventive Action Reports (CAPA), Deviation Reports,

Immunochemistry, Wet Chemistry, Dilutions, Gel electrophoresis, Optical Diagnostics, IMx certification,

Cell-Dyne certification, Solid Phase Extractions, Liquid-Liquid Extraction, Olympus professional, Rapid

Trace professional, Proficient in Microsoft Excel, Powepoint, Word, Elisa/EMIT screening, LC/MS,

GMP, Titrations, Slide Preparation

Non-Profit Program Implementation

June 2006 - I implemented an HIV/AIDS Awareness course at Interfaith House in Chicago, Il. The course

provided HIV/AIDS education to residents of Interfaith House including infection transmission,

prevention, detection, symptoms and prevalence.

October 2009 – WYDMAD (Whitney Young Dolphins Making A Difference) was incorporated to provide

mentoring and tutoring to underserved minority communities. WYDMAD is made up of professional

alumni of Whitney M.Young Magnet High School. We currently serve as mentors/tutors at West Pullman

Elementary School and Whitney M. Young High School.

May 2010 – Color Me P.I.N.K., LLC. is a non-profit organization implemented to educate and mentor

underprivileged, minority girls. The organization conducts sessions on self-esteem, life skills, careers and

goal setting. The organization has been implemented in 2 Chicago Public Schools.

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