Cailin Harris
Customer Solutions Manager (Technical Support and Training Development) at SQI Diagnostics- Claim this Profile
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Bio
Credentials
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Learning R (2013)
LinkedInAug, 2018- Nov, 2024
Experience
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SQI Diagnostics
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Canada
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Biotechnology Research
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1 - 100 Employee
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Customer Solutions Manager (Technical Support and Training Development)
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Feb 2022 - Present
• Author 20+ product/service labeling (IFU, training materials, etc.) with support from Commercial and Product Development teams; work with QA and Regulatory teams to ensure that this labeling is compliant to applicable industry standards (ISO 13485, MDSAP, and IEC 62304) • Coordinate with internal stakeholders to lead customer implementation for new or improved products/services including an 8-month initiative to re-invent and improve the customer complaint handling system developed in JIRA • Analyze data obtained from 100+ pieces of customer feedback to identify trends leading to product improvement. Data and identified trends are presented to management and internal stakeholders through written reports and graphical representations • Maintain effective customer inquiry/complaint procedures using CRMs such as JIRA, HubSpot, and QuickBooks to ensure that procedures and records are compliant to all applicable regulatory standards • Lead the process to successful resolution by coordinating with the appropriate cross-functional internal resources where immediate responses are not possible and technical/regulatory/quality investigations are required. • Develop and maintain procedures for monitoring and evaluation of customer satisfaction and product performance trends; report on these trends to senior management and as a component of on-market product surveillance for quality management reviews. • Provide “voice of the customer” input to SQI’s design, clinical and regulatory activities with support from the Commercial team Show less
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Precision Biomonitoring Inc.
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Canada
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Biotechnology Research
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1 - 100 Employee
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Customer Experience Manager
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Jun 2021 - Feb 2022
• Oversee, organize, and implement customer onboarding and training of products including qPCR and antigen testing and analysis• Detailed review and entry of customer orders including reviewal of purchase order details or signed quotes, entry of orders into Business Central ERP system, and regular communication with finance and supply chain departments for order maintenance• Develop and implement tactics to enhance customer experiences including improved communication pipelines, developing mechanisms for capture and reviewal of customer feedback, and development of customer portfolios containing customer goals and objectives• Schedule and host customer onboarding for new clients, providing strong foundational bases for future relationships between customers and the company Show less
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Customer Experience Specialist
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Dec 2020 - Jun 2021
• Cultivated and maintained strong relationships with new clients, while maintaining existing customer relationships• Monitored and managed customer facing activities including customer inquiries and complaints to contribute to the best client service and maximize retention• Ran external and internal meetings including scheduling, developing meeting agendas, and taking meeting minutes, adhering to agenda and time limitations
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University of Guelph
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Canada
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Higher Education
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700 & Above Employee
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Teaching Assistant
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Sep 2018 - May 2020
• Courses: Statistics, Calculus, Immunology• Worked collectively with fellow teaching assistants and professors to provide students with accurate statistical and mathematical processes tailored to each individual student’s learning needs• 170+ hours of experience working one-on-one with students as a tutor and teaching assistant to describe and break down course concepts, enhance understanding, provide course planning, and review practice problems and tests to identify areas of improvement Show less
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Research Assistant (Mathematics and Statistics)
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May 2017 - Sep 2018
• Prepared patient fecal samples for next generation sequencing by performing a series of DNA extractions, polymerase chain reactions, and gel electrophoresis, accurately and efficiently • Increased understanding of mathematical and computer science topics through weekly meetings covering program-related sequence analysis• Enhanced creative problem-solving skills by adapting protocols when necessary to maximize protocol efficiency
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Research Assistant (Molecular and Cellular Biology)
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Apr 2016 - May 2017
• Updated and maintained protocols and stock inventories in a timely manner when changes were required or presented• Effectively maintained levels of buffers, autoclaved tips and centrifuge tubes, clean dishes, and Western Blot gels to maximize laboratory efficiency• Conducted experiments utilizing western blotting and immunohistochemistry to determine where a specific protein (RNPD) was localized in the brain
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Chiron Compounding Pharmacy
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Canada
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Pharmaceutical Manufacturing
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1 - 100 Employee
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Pharmaceutical Laboratory Assistant
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May 2015 - Aug 2016
• Assisted in the production of suspensions, capsules and other medications used in both veterinary and human applications • Trained and mentored new employees in proper compounding techniques and procedures using hands-on training and self-created training checklists • Efficiently produced bulk quantities of stock items for the use of laboratory technicians in the production of veterinary pharmaceuticals • Assisted in the production of suspensions, capsules and other medications used in both veterinary and human applications • Trained and mentored new employees in proper compounding techniques and procedures using hands-on training and self-created training checklists • Efficiently produced bulk quantities of stock items for the use of laboratory technicians in the production of veterinary pharmaceuticals
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The Wendy's Company
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United States
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Restaurants
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700 & Above Employee
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Shift Supervisor
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Oct 2011 - May 2016
• Promoted to supervisor role for demonstrating exemplary leadership abilities • Problem-solved advanced requests through communication skills to ensure customer satisfaction • Trained and mentored new employees in proper techniques and procedures • Promoted to supervisor role for demonstrating exemplary leadership abilities • Problem-solved advanced requests through communication skills to ensure customer satisfaction • Trained and mentored new employees in proper techniques and procedures
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Education
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2018 - 2020
University of Guelph
Master of Science (MSc), Bioinformatics -
2013 - 2018
University of Guelph
Bachelor of Science (BScH), Microbiology
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