Customer Service Sales

Lakiesha Ashe

*** ****** ** *****, ** ***** 973-***-**** ***********@*****.***

P rofile

Achievement focused Human Resources Administrator with strong hands on skill in a variety of technical areas with Fortune

500 Companies. Possess talent for quickly mastering technology. Accustom to handling sensitive and confidential records.

Quickly adapts to changing priorities and fluctuations in the work environment. Produce accurate and timely reports meeting

stringent company guidelines. Hold high professional standards and consistently achieves organizational goals. Believe that

profitability, customer service, and quality of work are primary factors of success in any competitive industry.

Area of Expertise

Change Management Customer Service eLMS / HRIS Systems

Data Base Management FDA / Employment Law Employee Relations

Project Management Staffing / Benefits Training / Development

Account Management Retention / Escalations Executive Administration

Technical Skill

MS Office Suite – Word, Excel, Access, InfoPath, Outlook, PowerPoint, Publisher, MS Visual Studio, Supply Management,

Analytical, Inventory Control, Verbal/Written Communication, Process Improvement, Multi tasking, Documentation,

Product Knowledge, Software Testing, Strategic Planning, Network Hardware Configuration, Processing, General Office

Equipment, Internet Applications, Touch Paper, UNIX System, Solaris System Administration, SAP, BrassRing, Networking

Standards, Oracle, Lotus Notes, MyLearning, ComplianceWire, Data Analysis, SharePoint, eSP

P rofessional Experience

GSK – GLAXOSMITHKLINE PHARMACEUTICALS – Clifton, NJ 2009 2013

HR Site Coordinator

Manage all departments reporting, documentation, preparation, implementation programs and training for GMS ( Global

Manufacturing Supply) comprised of 291 employees. Improved overall quality of production and processes by implementing

and facilitating company’s first corporate wide eLMS electronic Learning Management System. Report directly to the HR

Director, cross functional to the Site Operation Director as an Executive Administrator and supports the QA department when

required.

Ability to search out, screen, network, interview, and recommend prospective candidates for employment.

Maintain administrative updates in databases SAP HCM / People Soft on employment changes.

Provides general administrative assistance to all members of the Benefits and Compensation team.

Coordinates with COBRA administrator to ensure all terminated employees losing eligibility under the

healthcare plan are notified of their continuation of benefits rights within regulatory timeframes.

Collaborate with department managers to maintain training plans, matrix, records, audits, development of

curricula content and materials, including leader and participant guides, visual and job aids, practical and experiential

learning exercises in response to technical training needs and objective.

Perform, attend and participate in all internal and external audits.

Ensure training curricula for all roles across the site are annually maintained through designated curriculum

owners on site.

Provide necessary training to designated department leaders on global and site training framework.

Administer all documentation related to any internal or external training events for Self Certification,

Classroom or On the Job Training and/or assessments.

Monitor and report training activity against a series of agreed measures and KPI’s to support any required

training on site, OJT’s, SOP’s, and GMP Training.

Review and revise SOP’s to heighten the efficiency of the operations in a particular practice.

Assist in the recruitment process liaison for recruitment agencies, set up interviews and issue relevant correspondence.

Perform a wide variety of administrative support ranging from executive assistants to complex co ordination as need.

Handles all benefit forms related to enrollment and changes in coverage, verification for enrollment, provides guidance

to employees on basic benefits questions.

Demonstrate readiness assessments, communication and communication planning, employee training development,

sponsor activities and roadmaps, resistance management, data collection, feedback analysis and corrective action,

celebrating and recognizing success, coaching and manager training for change management as a result of site closure.

ECHOSTAR CORP – Pine Brook, NJ 2008 – 2009

Account Resolution Specialist

Responded and resolved customer support inquiries base on the quality of being determined. Assist customers with proposal

development and pre sale efforts.

Performed follow up sales and marketing efforts with customers, driving service renewals and sales of additional

services in alignment with monthly quota requirements.

Interfaced with IT, QA and production departments, ensuring customer requirements were met.

Conducted order fulfillment and support activities for assigned base of accounts with a keen focus on customer

satisfaction and accuracy.

Identified and interfaced with new account contacts resulting in a 26.5% GM growth.

Generated, maintained and distributed internal sales and account activity reports.

Performed data entry as required for each account – for example: order entry, trouble report resolution, general data

analysis, and general data entry.

Tracked information for sales forecasting and sales pipeline reports.

Generated the product awareness through distribution of marketing announcements and service updates to account

base.

COLGATE PALMOLIVE – Morristown, NJ 2005 – 2008

Quality Documentation Specialist

Quality Assurance reviewing and support towards validation of automated process equipment, documents, clean utilities, and

computerized software.

Organize, distribute and monitor all training and qualification activities in ComplianceWire that supports the quality

and validation constructs defined by Good Automated Manufacturing Processes (GAMPs) and GxPs, Electronic

Signatures and Records, Audit Logs, Record Versioning, Data Security, Fully documented SDLC, and Quality Systems.

Associated deviations, as well as implement and tracking corrective/preventive actions, change controls and technical

documents (stability protocols/reports, method and process development).

Reviewed and approved distribution instructions, batch records, and packaging/labeling specifications and executed

packaging/labeling records. Reviewed/approved labels for domestic and international drug supply.

Reviewed/approved validation documents (internal and external) for equipment, method and processes.

Ensured implementation and maintenance of quality systems (SAP), including but not limited to SOP writing, SOP

review and personnel training.

Supported quality efforts pertaining to the development, testing and production of several different therapeutic

antibodies.

241 Valley Rd Wayne, NJ 07470 973-***-**** ***********@*****.***

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PLASTPRO – Livingston, NJ 2000 – 2005

In Side Sales Account Manager

Responsible for working with clients to identify their needs providing inside sales availability, pricing, quotes, RA's, and

delivery information to support the field sales team and trade shows.

Prospected sales by making cold calls, presented detailed proposals for opening new business, growing existing

business, and fostering strategic business relationships.

Responded to telephone calls, email, and requests for vendors / customers support.

Entered and released orders with proper credit approvals.

Developed a strategy for outbound calls that included a tailored opening and potential probing questions on core

products.

Met sales goals by an increase in profit of 18% providing accurate forecasting and leading account planning initiatives.

Delivered double digit in revenue growth by solution selling.

TYCO – Fairfield, NJ 1996 – 1999

Technical Support Representative

Initial support responsible for customer issues to identified, researched, and resolved technical problems.

Instructed in house user to perform diagnostic procedures.

Assisted customers by answering questions, interpreting operating instructions and providing references.

Determined source of error by reviewing procedures and actions taken by user.

Enhanced operating references by reporting writing revisions.

Improved programs by notifying programmers of problems and making recommendations.

Documented, tracked and monitored the problems, ensuring a timely resolution.

Resolved problems by issuing corrective instructions, application, and consulting with co workers and vendors.

Education

2012 Harvard MM Certified, GSK

1997 Computer Technology, Devry University

1996 Business Administration, Devry University

241 Valley Rd Wayne, NJ 07470 973-***-**** ***********@*****.***

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