Customer Service Administrative Assistant

Qudsia Khan

*** ********* *******, *** ***, San Jose, CA 95134

Cell: 001 408-***-**** Email: ***********@*******.***

Date of Birth: 15th June 1985

Gender: Female

Nationality: British (L2 visa with Approved EAD and Green card in process)

Personal Profile

I am a recent graduate from a life sciences degree. I have acquired a

number of skills including paying attention to detail, working under

pressure to a high standard and increasing my verbal and written

communication skills to a high level. Completing my dissertation at

university required independent working, complete self motivation and a

number of organisational skills. I am a driven and hard working individual

and strive for perfection. My educational and work experience has enabled

me to become dynamic, being able to adjust well to situations and work well

in a team as well as individually.

Education

1996-2004 Brentford School, London

2000- Achieved 2 GCSEs early: French (B) and Geography (B).

2001- Achieved another 9 GCSEs all of which were grade C or above:

. English Language (A) English Literature (A)

. Double Science-2 GCSEs (A) & (A) I.T. -Information Technology

(A)

. Humanities (A) Mathematics (B)

. Drama (B) Resistant

Materials- Design Technology (C)

2003-2004

. Achieved passes in 3 A-levels including Chemistry, Biology and ICT.

. Achieved one AS level pass in Sociology.

2004- 2008 Kingston University, London

. Forensic Science and Investigative Analysis BSc (Hons) - achieved 2.1

(upper second class degree).

Modules included: Chemistry for life sciences, Laboratory techniques,

Genetics & Molecular Biology, Analytical Chemistry, Research Methods &

Skills, Forensic Biology- Advanced Techniques & Applications, Introduction

to Pharmacology, Toxicology & Immunology, Basic Mathematics & IT, Law for

Expert Witnesses.

Dissertation: Compare the determination of sex when based on load bearing

and non-load bearing long bones from the same individual skeleton. How do

these relate to skeletal sexing based on overall morphology?

Experience

February 2012 - June 2013 Clinical Safety Scientist, GlaxoSmithKline

. Processing of a large volume of global adverse events, medical device

cases and pregnancy reports from spontaneous sources in accordance with

GSK standard operating procedures and under tight timelines.

. Performing appropriate follow up activities with healthcare professionals

and consumers.

. Submission of case reports to licensing partner companies in a timely

manner, to fulfil licensing partner obligations.

. Mentoring and training of junior staff in activities related to case

management and responsibility of checking work for quality.

. Providing input into procedures and process improvement initiatives.

. Supporting the team manager in quality control and quality assurance

activities.

May 2010 - February 2012 Drug Safety Associate, Lilly

. Assessing and processing global adverse event and device reports in

accordance with local and global standard operating procedures using the

Argus safety system, from all therapeutic areas.

. Taking charge of clinical trial and spontaneous full case management,

including coding events appropriately using the MedDRA dictionary,

assessing listedness against labels and assigning causality.

. Ensure regulatory and quality compliance for expedited submission of

individual case safety reports and device incident reports.

. Collaborate with internal and external customers, including conducting

follow-up in a timely manner.

. Trained as an inventory monitor to identify significant safety or

compliance issues in case processing and business partnerships and

escalate to appropriate case managers through taking charge of the

central mailbox.

. Chosen to mentor case managers in full case management of spontaneous non-

serious cases.

. Working under pressure to keep to tight timelines and multi-tasking,

whilst assessing and processing at least a minimum number of reports

daily.

. Allocated to take charge of checking global action items in order to

investigate and action them correctly.

. Taking part in meetings with senior management and chosen to take

responsibility for regulatory agency requested tasks.

Aug 2009 - April 2010 Customer Service Professional, Sitel Corporation

(LifeScan - a Johnson & Johnson company)

. Requires a clear, professional and polite telephone manner.

. Involves taking inbound calls from customers and health care

professionals that utilise or are considering using our medical

devices.

. Chosen as team leader for dealing with healthcare professionals

using our medical devices. Also chosen to be the "voice" of the

Lifescan UK customer care line.

. Ensuring that all customer contacts are handled in an

outstanding, effective and customer-centric way.

. Promoting and advising on suitable products and services through

use of initiative and also as required by the individual needs

of each customer.

. Ensure all medical device complaints are recognised and recorded in an

accurate manner.

. Ensuring the accurate recording and follow through of customer's

requests.

. Liaising with external and internal staff at all levels.

July 2009 - July 2009 Administrator, Mouchel (Agency: E-Personnel Ltd)

. Maintaining databases, recording timesheets, wages and answering

queries of personnel.

. Dealing with email enquires or queries.

. Dealing with Purchase Orders.

. Creating filing systems and maintaining them.

. Using initiative to deal with upkeep of office such as ordering

of stationery & controlling petty cash and answering office

telephone.

. Assisting management in producing minutes, creating new starter

documentation and managing production and post of letters.

Dec 2008 - Feb 2009 Administrative Assistant, ISS facility Services Limited

(Agency: CTS Support Ltd)

. Creating and maintaining files and recording their progress till

the end product is achieved using Microsoft Excel spreadsheets.

. Communicating with various departments and chasing up references

for possible staff members over the phone and via post.

. Completing documentation and gathering relevant information for

several files under tight deadlines.

. Provide additional administrative support to the team.

. Typing up and general filing of documents.

. Participating in team meetings.

. The use of MS Office on a daily basis.

Aug 2006 - Sept 2006 and August 2005- August 2005, Clearing Hotline

Operator, Kingston University

. Entailed receiving large volume telephone enquiries from

students/parents (Customer service skills), verbal interaction

with admissions staff and the use and entry of data into

clearing and course enquiry databases in a call centre

environment.

Key skills Studying ICT at A-level developed my analytical skills,

independent working and allowed me to confidently interpret and

apply instructions. Furthermore, I am able to use MS Word,

Excel, Access & Outlook to an advanced level. Completion of the

Duke of Edinburgh bronze award further developed my team skills

as well as my leadership skills. I have a cheerful and open

minded disposition. I am flexible, enthusiastic and dedicated.

Achievements Attained a Bronze award in the Duke of Edinburgh scheme

that involved various activities including a 15 mile expedition

and first aid training with St. John Ambulance. I was elected a

prefect in secondary school and have been a member of the

Hounslow youth council. I participated in the UK Mathematics

challenge and an Engineering challenge sponsored by BAA.

Interests I enjoy travelling and seeing new and different cultures that

exist. I take pleasure in swimming, playing tennis and

badminton and socialising with friends. I also enjoy keeping

fit. I like to participate in voluntary work for my community.

References are available upon request

Contact this candidate