Customer Service Quality Assurance

Brent E. Starr

**** ***** *****

Phoenixville, PA 19460

email/phone *******@*****.***

610-***-****

PROFESSIONAL EMPLOYMENT HISTORY

Documents Archivist, Janssen BioPharm, Malvern, PA (Currently Employed

through Contract Arrangement)

.Organization of Clinical Study Files for Archival Storage

. Compilation of Corporate Internal Records Database

. Packaging and Inventory of Classified Hard-Copy Documents

.Maintenance of Compliance Standards for Internal Records Retention

Instrument Fabricator/Inspector/ Kit Assembler, Merit Medical, Malvern,

PA

2013 (FT Temporary Assignment)

PT Office Administrator, Yankee Construction, Chester Springs, PA 2009 to

2013

.Creation of Business-to-Business Communications

. Preparation of Billing Statements, Customer Invoices

. Handling of Customer Orders/Inquiries via telephone/email

.Purchasing of requisite supplies and materials.

Document Coordinator/Editor/OA Validation Scanner, Wyeth Pharmaceuticals,

Collegeville, PA 2007 to 2009 (Contracted to Various Depts. as

Consultant)

.Examination/Editing of Clinical Study Files to insure correct

formatting and content

. Use of in-house proprietary software for verification of document

contents/integrity

. Interaction with Project Managers and Reps as verification of

document corrections

.Generation of electronic correspondence as notification of project

completion

. Attainment of Electronic Data Management System Contributor/User

Certification

. Quality Assurance of printed Clinical Study Files, including

pagination/continuity

.Coordination of export details through interaction with various

Project Managers

.Packaging and Shipping of documents, as directed

. Expedition of outgoing printed media via contact with internal Mail

Services

. Filing and organization of Clinical Study Reports for internal

archival retention

. Inventory of packaging materials/supplies for departmental

Administrative Assistant

Office Manager, Kutztown University, Kutztown, PA 2005 to 2006 (Employed

on continuous temporary capacity)

. Generation, Proof-Reading of studies, reports, and correspondence

.Supervision of clerical workers in administrative environment

. Responsible for providing information/assistance re University

policies, procedures

.Student Course Registration

.Coordination of Departmental Admissions Procedures

.Facilitation of numerous and varied internal office procedures

PROFESSIONAL EMPLOYMENT HISTORY (Cont.)

Admin I, Wyeth-Ayerst Pharmaceuticals, Collegeville, PA 2001 to 2004

Records Management/International Regulatory Records Departments (Employed

as Consultant through Outside Contractors)

.Scanning and indexing (DPIC) of Clinical Study Reports for electronic

storage

.Filing and maintenance of departmental/archival databases

. Document retrieval/data acquisition as required for trial studies

. Revision of in-house records/documents, including generation of file-

batches

. Allocation of downloaded international electronic correspondence

Transportation Administrator, Yankee Building, Paoli, PA 1999 to 2001

.Schedule-planning for delivery of construction materials to customer

work sites

.Supervision of drivers, clerks, and transportation maintenance staff

. Consultation with on-site planners, estimators, and work-crew foremen

Distribution Expeditor, Cabot SuperMetals, Boyertown, PA 1998 to 1999

.Processing of outgoing. orders through examination of customer

specifications

. Maintenance of distribution/shipping records, warehouse and mill data

. Packaging of finished product for customer delivery

. Monitoring of inventory and production output schedules

. Interaction with Accounting, Customer Service, and Finance

Departments

. Document generation in accordance with international export criteria

Billing Analyst, Smith-Kline Beecham Clinical Labs, Collegeville, PA 1995

to 1998

Information Resources Dept. (Employed as Professional Consultant)

.Writing and presentation of Contract Proposals to Telecomm Service

Providers

. Creation/Revision of S 0 P s

. Auditing of telecommunications service charges per cost-containment

program

. Compilation and maintenance of Telecommunications/Accounts Payable

Databases

.Served as Liaison between Accounts Payable and Information Resources

Depts.

. Generation of Expenditure Reports to facilitate AP Procedural

Enhancements

. Conducted negotiations with major Local and Long Distance Service

Carriers

. Investigated off-site data-line usage, telephone installation, and

service records

Purchasing Coordinator, Martin-Marietta Laboratories (formerly G.E.

Aerospace) Syracuse, NY 1987 to 1994, Information and Engineering

Resources Dept.

. Procurement of various equipment and apparatus for electronics

research facility

. Inventory control and replenishment of in-house stock

. Processing of materials orders in accordance with U.S. Government

Contracts

. Fulfillment of departmental material requirements

. Maintenance of purchasing documentation through interaction with

Finance Dept.

.Served as primary contact to outside vendors, distributors and

fabricators

. Responsible for Corporate Accounts/Blanket Purchase Orders

. Monitoring of external work order completion for customer evaluation

. Charged with compliance of Government Operational Regulations (i.e.

Code 20.10)

. Oversight of in-house distribution involving restricted substances per

MSDS Reg

PROFESSIONAL SKILLS

. Demonstrated Trouble-Shooting and Problem-Solving Capabilities

.Extensive experience with MS Word, Excel and Access

.Proficiency with Proprietary Software/Mainframe Systems

. Effectiveness in providing assistance to Departmental Managers

.Successful performance in Customer Service capacity

.Excellent Communication, Supervisory and Organizational Skills

. Willingness to learn computer software, adapt to new procedures

. Positive, Professional Attitude and Manner

.Extensive Writing Background re reports, proposals, business

communications

CAREER ACCOMPLISHMENTS

. Cited by Information and Engineering Resource Management for

successful expedition of special departmental orders (Martin Marietta

Laboratories)

. Recognized for efforts in achieving fiscal budget/expenditure goals

(Martin

Marietta Laboratories)

.Developed and implemented cost-containment system/procedures for

management of corporate telecomm data-lines (Smith-Kline Beecham

Clinical Labs)

. Resolved corporate billing charge disputes by consolidation of

invoicing statements

(Smith-Kline Beecham Clinical Labs)

.Designed and introduced summary billing systems in conjunction with

Accounts

Payable Management (Smith-Kline Beecham Clinical Labs)

.Successfully revamped and revised warehouse office SOPs, resulting in

simplification of customer order processing (Cabot SuperMetals)

EDUCATION BS, State University College at

Buffalo, NY

. Curriculum included Major in Exhibit, Three-Dimensional/Industrial

Design and

Technical Illustration

. Additional courses of study included English Composition, Technical

and Business

Writing

. Completed Museum Internship Program involving construction of

architectural scale

model for Exhibition Opening

REFERENCES

Professional and Personal References are available upon request

Contact this candidate