Customer Support Supervisor-UK Reference Laboratories
June 2015 --- March 2016
• Supervises planning and organizing work, providing for adequate staffing and resources and maintaining work on schedule so that ongoing internal and external customer satisfaction is maintained. • Utilizes data, metrics and system tools to ensure efficiency and to maximize customer experience. Identifies problems, obstacles and opportunities and proactively takes action to address issues. • Supervises staff, assigning work, monitoring activities and evaluating performance. • Builds customer relationships and manages escalated/critical issues. • Administers employment actions, provides coaching and guidance to staff and promotes staff training and development. • Provides input to department policies and procedures. • Acts as customer relations interface between customers and the reference laboratories. Answering customer questions and resolving issues, engaging other Company resources. Researches questions and ensures ongoing customer satisfaction.
Customer Support Specialist-UK Reference Laboratories
September 2014 --- June 2015
•Customer relations liason between customers and reference laboratories in the UK. •Answers customers questions and resolves issues, engages other Company resources such as providing lab results, coordinating follow-up tests on samples, clarifying test results and coordinating pick up and delivery of samples. •Researches information for clients and ensures ongoing customer satisfaction.
October 2012 --- May 2014
• Supports staff in all aspects of assigned research projects regarding; necropsy, tissue preparation, microtomy, immunohistochemistry (IHC), stereology, and basic image analysis tasks. • Generates and maintains Standard Operating Procedures (SOP) and forms for active data consolidation in accordance within GLP regulatory guidelines. • Assists in development, validation, design and conduction of laboratory assays and quantitative approaches for various clientele and sponsored research projects. • Provides procurement support for projects. • Assists in implementation of project timelines, methods and data analysis consulting for clients and collaborators. • Participates in national meetings through various organizations in the field of Neuroscience and Stereology in addition to assistance in publication development.
Research Assistant II
October 2009 --- May 2012
• Supported multi-million dollar grant through Center for Neuroscience and Regenerative Medicine at USUHS pertaining to neuroimmune outcomes of mild Traumatic Brain Injury (mTBI) in animal models. • Spearheaded laboratory research efforts in necroscopy, tissue preparation, microtomy, Immunohistochemistry (IHC), Western Blot Analysis, basic image analysis and basic statistical analysis. • Managed various lab and animal inventories, oversaw animal care in house and procurement of all laboratory supplies. • Trained in telemetry device implantation for physiological monitoring (DSI) and behavioral testing in animal models.
January 2008 --- July 2009
• Greeted Guests and performed general hostess duties • Assisted in food prep and dining room upkeep • Served guests meals and drinks • Held this job whilst home on college breaks
Student Athletic Trainer
August 2007 --- May 2009
•Assisted in overseeing 23 intercollegiate sports teams in both practice and contest situations. •Main duties included first aid care and overseeing rehabilitation exercises prior and after practice. •Operated clinical therapeutic machines for treatment of injuries such as Electrical Stimulation and Ultrasound. •Held certifications in First Aid, CPR, and AED.
AdaptabilityApproachabilityCommunicativeCoordinationCritical thinkingDependabilityEfficiencyFlexibilityInterest in knowledgeOptimismResponsibilitySelf-disciplineSociabilityStrategic thinkingTrustWillingness to compromise
Animal models Labtechnician Scientific writingAllergy and immunologyAnimal HealthAnimal ModelsAnimal trialAntibodiesAseptic TechniquesCommunication SkillsCompliance with regulationsCustomer ServiceData entryDatabasesDesign of Experiments (DOE) ELISAEnglishFluorescence MicroscopyICH guidelinesGood Laboratory Practice (GLP)HistologyHuman AnatomyImmunofluorescenceImmunohistochemistry (IHC)InflammationLaboratory ManagementLaboratory ResearchLaboratory SkillsLaboratory TechniquesLabtechnicianMicrosoft WordMicrosoft PowerpointMicrosoft OfficeMicrosoft ExcelMicroscopyNeurosciencePathologyPhysiologyProcurementProject CoordinationPublic SpeakingQuality ManagementRandomization and blindingResearchScientific methodologySports medicineStudy proposalsStudy protocolsTeam BuildingTeam ManagementWriting Study Procedures and SOPs
Skills and Expertise
Create SOPs Develop protocols Interpret data Report data Write protocolsAdjust methodsAdjust processes Adjust processes and methodsAseptic techniquesCoach staffCommunicate with investigatorConduct university research Coordinate logisticscoordinating research projectsCreate SOPsData entryDevelop study timelinesDocument employees training requirementsManage laboratory proceduresOffice managementOral presentationPeople managementPlan work to meet objectives and deadlinesPlan experimentsPresent data at congressProvide trainingRead medical literature to maintain current awareness and knowledge
B.S. in Neuroscience from Dickinson College in 2009
in from Unionville High School in 2005
Expert has 1 publications (Will be avalible with full profile)