Customer Service Representative

Awa Traore

Email:*********@***.***

Mailing address: 56 Pine grove Terrace

Newark NJ 07106

Telephone: 973-***-****) cell: 973-***-****

SUMMARY:

Goal oriented and result driven professional with knowledge of Pharmacovigilance, ICH-GCP,GLP and

FDA/EU regulations in Pharmaceuticals and Biotechnology operational settings. My strengths include

improving organization and efficiency, identifying and troubleshooting issues. Known for going the extra

mile to ensure departmental success.

EDUCATION:

E.I.S.M.V The International School of Veterinary Medicine, Dakar - Senegal.

Doctorate in Veterinary Medicine 1998. D.V.M degree evaluated and approved by WES.

Rutgers University: Graduate certificate of Drug Safety and Pharmacovigilance 2014; Current student in

the master program in the same track.

•

SKILLS:

• •

Diagnose and treatment of disease PCR,ELISA,

• Sale

• •

Call center: inbound out bound call Regulatory & Ethical Requirements in

Clinical Investigation

• Customer service: good oral and written

•

skill with merchants and customers. Adverse Event Reporting & Postmarketing

Activities

• Data Archiving/ Data Entry

• Principles of Pharmacovigilance,

• Research to resolve Customers complaints

Regulations, & Drug Safety Reporting

• Microsoft Office Applications

• Clinical Pharmacology

• Vendor Management

• Multiple Analyses in Clinical Trials: data

• Finance/ Budgeting

interpretation and health Epidemiology

• Fluent in English/French

WORK EXPERIENCE

TD BANK

French bilingual Research specialist at TD Bank NJ. 01/19/2009 to present

• Credit card handling, performed specialized tasks such as receiving customer’s complaints,

analyzing and resolving them within a time frame set by the bank procedure. Using bank

software and data base to make research in order to find the accurate information needed to

make a decision to decline or approve a complaints according to state and regulatory guidelines.

• Communicating (mail, email, telephone) with merchants, vendors, manufacturers, retailers,

customers throughout Canada and USA in order to resolve customer’s complaints.

• Writing dispute resolution letter in French/ English; translating document from both languages

• Handling inbound and out bound calls about bank related products and sales.

• Report merchants wrong doing to account manager or the management.

• Training new hired colleagues

• Consistently following proper procedures for processing/handling disputes. Accurately applying

monetary (balance, payment transfer, changing credit card plan etc…) and non-monetary

transaction codes when performing job functions.

• Maintain accurate records pertaining to dispute resolutions.

• Ability to work independently and manage responsibilities accordingly.

• Processing all queue transactions accurately including follow up in a timely manner.

Achievement:

Reduce complaints from many stores in USA and Canada by educating them about Bank compliance to

follow when processing a sale. Rewarded for delivering an outstanding customer service.

TD BANK trhough Express employment

French bilingual customer service representative in TD Bank NJ. July 2008 to January 2009

• Handling inbound and out bound calls

• Processed mails

• Answered inquiries regarding bank related products and sales

• Multitask ; being on phone and handling other projects

Achievement: Employee of the month for good customer service provided. Promoted to the research

specialist position

EAGLE ROCK VETERINARY HOSPITAL (WEST ORANGE, NJ)

Volunteer to help providing animal care. February 2008 to May 2008

VETERINARY CLINIC OF LYCEE TECHNIQUE IN IVORY COAST

Veterinary Doctor (DVM) Animal care provider 2005-2006

• Provided advices to farmers and pet owner.

• Performed animal surgery, diagnoses and treatment

• Selling veterinary products: drugs, foods, vaccines, devices,

PROMAVET Veterinary products and device distribution company in Ivory Coast

DVM, Sale and marketing manager; 1998-2003

• Sale and Marketing veterinary medicines, foods, vaccines, products, devices from many

pharmaceutical companies such as Sanofi, Novartis, Bayer, Vetoquinol, Merial. etc…

• Setting meeting and conference with Europeans, Indian, South African pharmaceutical company’s

representatives, farmers, pet owners, retailers, animal care providers in order to promote and

sale new products.

• Report to pharmaceutical company’s adverse events or advantages of their products.

• Provided advices to farmers, pet owners, and animal care or food providers.

• Provided diagnoses and treatment to pet, ruminants, pig and poultry.

• Traveled often throughout the country to sell and seek for new customers or provide customer

service to existing customers.

• Provide training to others colleagues about new products.

• Managing, budgeting company ‘stock and placing order.

Achievement: Met company sale goal.

E.I.S.M.V the International School of Veterinary Medicine, Dakar - Senegal. 1997-1998

• Teaching and Research assistant for pathological anatomy course at the department of animal

pathology.

ANIMAL LABORATORY OF BINGERVILLE IN IVORY COAST 1996-1997

Internship

• Used ELISA, PCR, and ANTIBOGRAM to work on Doctoral thesis: Time course of virus excretion

in infected sheep and study of small ruminant plague antibody interference after anti-bovine

plague vaccination.

ACTIVITIES:

• Studied and lived in 3 Different countries (Cote d’Ivoire, Morocco, and Senegal) between 1988

and 1998.

• Visited other African countries (Burkina Faso, Ghana, and Mali) ; France, UK.

• Visited The Pennsylvania State AGRO fair 2002 in USA.

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