2008, Bachelor s of Art Degree, California State University, Sacramento, CA, 120 semester hours, Major: Psychology, Minor: Business, GPA, 3.

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1 PSYCHOLOGY TECHNICIAN GS-0181 LILLIAN DELEON 7849 Gordon Way Elk Grove, CA Home Phone: US Citizen Veteran s Preference: N/A Highest Previous Grade: N/A PROFILE Highly innovative, resourceful and results-oriented professional with proven organizational, administrative and management abilities. Demonstrated research, analytical and problem solving skills. Organized, detail oriented and thorough, with proven ability to manage and track projects and meet deadlines. Excellent communications skills, including proficiency at preparing various types of program documentation and reports, and superior ability to communicate with individuals at all levels and varying backgrounds. Dedicated to providing outstanding customer service and follow through. Skilled trainer, mentor and coach; polished professional presentation. Effective at working within a team or independently. EDUCATION 2008, Bachelor s of Art Degree, California State University, Sacramento, CA, 120 semester hours, Major: Psychology, Minor: Business, GPA, , Mercy Burlingame High School, Burlingame, CA 94401, High School Diploma COLLEGE RESEARCH PROJECTS: FOUNDATIONS OF PSYCHOLOGICAL RESEARCH CLASS I AND II: Designed experiments and conducted research using established variables to test the ability to predict human behavior and attitudes. For one particular experiment, I investigated and measured attitudes towards alternative medicine based on level of income, level of education, previous experience with alternative medicine and reading a specific article on the subject. A control group of 60 participants read the article and an experimental group of 60 participants did not. All participants were interviewed for demographic information and completed a questionnaire regarding attitudes and beliefs about alternative medicine. The focus of the study was to identify bias towards or against using alternative medicine and common identifying factors with each bias from the experiment population. My research and analysis concluded that reading the article was not the deciding factor; individuals over 35 years of age, with a college degree or higher level of education and

2 income and that have used alternative medicine in the past, are likely to use it in the future and recommend it to others. APPLIED LEARNED FUNDAMENTALS OF PSYCHOLOGICAL PRINCIPLE, THEORIES, METHODS AND TECHNIQUES to the research, analysis and interpretation of a practical situation. DESIGNED EXPERIMENT, DETERMINING COMPOSITION OF, AND ESTABLISHING, CONTROL AND EXPERIMENTAL GROUPS. Monitored and established suitability of experiment participants. DEVELOPED AND ADMINISTERED INFORMATION-GATHERING DEVICES, INCLUDING QUESTIONNAIRES to acquire information regarding research topic and FORMS FOR DEMOGRAPHICS such as age, salary level, education, ethnicity and gender. EFFECTIVELY INTERACTED WITH PARTICIPANTS of the study to obtain demographic data, explain instructions for the experiment and administer questionnaires. COMMUNICATED AND COLLABORATED WITH CLASSMATES to discuss aspects of experiments and interpret and assess results. Presented results and conclusions to professors. USED AUTOMATED COMPUTER SYSTEMS to record and store data from questionnaires. Conducted research and applied complex analysis to information gathered from experiment participants. Developed reports with results of research and analysis. CONTROVERSIAL PSYCHOLOGY CLASS: Participated on six-person team to conduct research on various topics. One particular research project was a study in Medicating Children with Behavior Issues such as ADD. We conducted extensive research through the library, using data from past experiments as substantial evidence, providing elements of support for taking our stand; we discussed and debated both sides. The purpose of this project was to help people understand the importance of being able to evaluate information prior to making a final decision. PROFESSIONAL HISTORY 01/1990 to 08/2000, FIDUCIARY COMPLIANCE COORDINATOR; PROCEDURE COORDINATOR; ASSISTANT SUPERVISOR; DEALER SERVICE SPECIALIST, Franklin s Financial, 3088 Mariners Island Blvd., San Mateo, CA 94401, 40 hours per week, $55,000 per year, Joseph Buchman, , Contact: yes FIDUCIARY COMPLIANCE COORDINATOR, Performed required oversight of fiduciary duties delegated to other departments as part of out-sourcing of transaction processing and client servicing for the Trust Company.

3 REVIEWED, ANALYZED AND EVALUATED all retirement plan contributions and distributions. Ensured compliance standards were followed for accurate shareholder and IRS reporting. Coordinated processing changes as needed based on IRS retirement plan requirements and Franklin Templeton s 5498 and 1099R retirement IRS reporting. DEMONSTRATED OUTSTANDING COMMUNICATIONS SKILLS, establishing and maintaining effective relationships with all levels of personnel to respond to questions and exchange information. Led and advised Management Trainees in project to complete 1998 tax correction forms. Ensured timely policy/procedure changes were communicated to all Franklin Templeton sites by in conjunction with physical documentation. Prepared a wide range of documents including s, memos and reports. DEVELOPED INSTRUCTIONAL MATERIALS AND FACILITATED TRAINING for Customer Service and Operations Departments for project to complete 1998 tax corrections forms. Stressed importance of maintaining high standards of accuracy and conformity. USED AUTOMATED SYSTEMS to perform program duties. Controlled and designed retirement plan coding on shareholder accounting systems and subsystems; reviewed system databases for reporting accuracy. Performed test reporting runs for IRS that included data analysis of retirement packages to ensure appropriate coding and reporting. Maintained documentation and computer records including back-ups of all research data. PROCEDURE COORDINATOR, Provided accurate documentation of all Trust Company policies and procedures. Reviewed, interpreted and provided advice to management regarding regulations, guidelines and laws that impacted Franklin Templeton products and programs. Ensured that new procedures and training were implemented simultaneously. Provided advice and technical support to the Training and Development Department in the development of retirement plan courses. REVIEWED AND ANALYZED training materials for retirement plan-related training performed by other departments. Ensured all curriculum was in compliance with established regulations, guidelines and policies. DEVELOPED, MODIFIED AND DISTRIBUTED internal policies for all products, processes and systems. Wrote and distributed updated policies and procedures resulting from new IRS regulations, internal workflow processes and shareholder accounting systems. SERVED AS LIAISON between multiple Franklin Templeton processing sites; communicated accurate and timely policy updates to processing and customer service departments across all sites. PROCESSED CRITICAL INFORMATION WITH AUTOMATED COMPUTER SYSTEMS AND APPLICATIONS. Performed test reporting runs for IRS that included

4 data analysis of retirement packages to ensure appropriate coding and reporting. Created and maintained documentation and computer records including back-ups of all research data. ASSISTANT SUPERVISOR, Served as Assistant Supervisor for Data Preparation Purchase, Retirement Plans and Quality Control. Actively participated in departmental planning and prioritization of projects/workflow. Oversaw shipping and receiving functions, including the processing of all incoming and outgoing mail and distribution of internal mail. Performed assigned transaction processing and quality control, ensuring all work was completed in accordance with policies, procedures and Securities Exchange Commission regulations. Participated in recruiting, interviewing and selection of staff. ANALYZED AND EVALUATED the effectiveness of operations in meeting established goals and objectives. Troubleshot and resolved production issues. Researched, assessed and resolved basic transaction processing workflow issues. DEMONSTRATED OUTSTANDING INTERPERSONAL SKILLS, establishing and maintaining effective relationships with project team members and internal customers. Researched processing workflow issues and provided timely and accurate resolution. DEVELOPED AND PREPARED CONCISE AND CLEAR WRITTEN DOCUMENTS which included recurring and non-recurring reports, letters, memoranda, and responses and recommendations to various program inquiries. Produced timely and accurate production and operational reports, and employee performance appraisals, and presented to management. Reviewed and evaluated all documents to assure proper formatting, accuracy of content, spelling and grammar, and compliance with company policies and guidelines. Directly SUPERVISED STAFF OPERATIONS. Set work priorities and goals. Assigned work and demonstrated methods to be used to accomplish difficult or unusual tasks. Monitored work in progress to make sure schedules and deadlines were met. Reviewed completed work to assure requirements and standards were met. Prepared annual employee performance appraisals and performance achievement plans; counseled employees regarding performance. Supported development and performed individual competency planning and follow-ups. PROVIDED TRAINING, GUIDANCE AND ADVICE on a wide range of complex issues. Assisted staff and internal customers with file uploads to shareholder accounting system daily. Provided technical guidance to staff of 12 for aspects of employer plan deposits and transfers. Instructed supervisors at various sites on new fund structures, including workflow and systems processing.

5 USED PROFICIENT COMPUTER SKILLS to develop and store critical data in the performance of organizational initiatives; processed daily reports and managed department information. Monitored interfaces and automated jobs (uploaded monetary transactions) of external employee retirement investment plans on a daily basis. Participated in test meetings and actual testing for new shareholder accounting systems; supported user acceptance testing by reviewing test cases, test results and defect reports. DEALER SERVICE SPECIALIST, Responded to broker/dealer telephone inquiries about Franklin Templeton products, market conditions, fund performance and policies and procedures. Supplied broker/dealer community with supporting marketing materials. Identified and addressed stockholders needs and issues efficiently. Initiated investigations regarding account discrepancies; RESEARCHED, ANALYZED AND RESOLVED complex problems. Analyzed and tracked trends in caller feedback. DISPLAYED OUTSTANDING COMMUNICATION AND CUSTOMER SERVICE SKILLS, establishing and maintaining effective relationships with management, staff and customers. Provided quick and accurate responses to customer inquiries, problems and requests. Promoted services and products to customers; assisted with account maintenance and inquiries. Provided consistent information according to established policies and procedures and promoted a positive experience for all customers. Exemplified extreme courtesy and professionalism, securing customer loyalty. DELIVERED TRAINING FOR NEW DEALER SERVICE REPRESENTATIVES. Analyzed training needs and presented recommendations for appropriate employee training. Conducted one-on-one and small group training regarding various products and services and customer service processes and procedures. Used appropriate educational materials including user manuals, presentations and exercises. USED AUTOMATED SYSTEMS to effectively and efficiently perform duties. Reviewed account information; created notes regarding customer calls and issues and problem resolution. Used online resources to assist customers with their needs and requests and promote products and services for the company. ACCOMPLISHMENTS: Selected to participate as committee chair during Franklin Resources merger in While serving as Assistant Supervisor, travelled to Florida and trained supervisors on workflow and systems processing; conducted training for three classes per month with 20 participants in each class. Empowered supervisors to become train-the-trainers.

6 My numerous contributions and efforts resulted in enhanced workflow optimization, staff development and efficiency for the company in the areas of Purchasing of funds, Retirement planning, and writing and providing consistent procedures across the multiple Franklin Templeton sites. As a part of a team of ten, we reached the numerous goals and objectives for the company. VOLUNTEER WORK KVIE, active volunteer - Art Auction, Fundraising, 2008, 2007; Alzheimer s Walk, Fundraising for Research, 2008 Volunteer, Youth Leader/Instructor for Religious Studies, Community Organization, 2008, 2003 AWARDS, HONORS, RECOGNITION Nominated for Employee of the Month, 1997, 1995 TRAINING Microsoft Word, Excel, continuous updates Effective Leadership Training, annually, Retirement Training (Compliance Training for Audits), annually, Accounting, 1998, 1996 Effective Writing (Performance Appraisals / Personnel Process), annually,

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