Jim Mcintyre Email & Phone Number

Guelph

Member of the National Technical Team and reporting to the National Quality Manager; finding resolution for +200 consumer complaints per month; first point of contact and company representative for all consumer complaints; manage and follow up on all consumer and account inquiries; work directly with company lab for sample investigation; sample retrieval; complaints reporting and data management; explore department improvements such as reconciling PPM reporting and updating resolution process; monthly reporting to National Technical Team on complaints trending and status.Key Responsibilities include, but are not limited to:• Respond to and log all consumer enquiries regarding product complaints, nutritional and other product enquires and other consumer relations matters which are received via phone calls, website, social media and sales representatives. • Exchange information with Quality Assurance, Marketing, Sales, Supply Chain, Risk Management, NMT, and Reception regarding product, legal, and other issues.• Exchange information with The Beer Store and LCBO regarding consumer complaints.• Make referrals to the Canadian Food Inspection Agency and communicate within the company to prepare the regional stakeholders. • Issue National complaint letter forms with voucher, cheque, or gift card for replacement or initiate refunds to consumers as per the National policy. • Arrange for couriers to retrieve defective product samples from consumers, as necessary.• Log and maintain all complaint data in NCCRS Web database, analyze and interpret same to identify trends and issues.• Develop and issue quarterly reports for NMT and National Managers to discuss with appropriate stakeholders. • Report consumer complaint trends at the monthly technical department meetings.• Perform ad-hoc reporting and analysis as required.• Notify Quality Assurance, Production and/or Purchasing of urgent/emerging issues.

Mississauga, On

Product Surveillance Specialist• Created over 600 quality complaint reports, working closely with customers to understand their concern and translate into QMS system.• Followed up with quality engineers to review findings, request clarification where needed, and transpose their findings in layman’s terms to the above complaint files.• Submitted Medical Device Reports (MDRs) to Health Canada as required, capturing the essence of reportable events in clear, simple language.• Subject Matter Expert (SME) in phone protocol and customer relations, asked to de-escalate sensitive customer interactions • Managed between 75 and 100 active product complaint reports daily, with 100% closure rate within 60-day timeframe.• Arranged sample retrieval from customer via UPS Brown and company’s internal supply chain• Identified and communicated adverse events to Pharmacovigilance team as required• Follow up with 3rd Party vendors in written form for complaint notification

Mississauga, On

• Senior member of Customer Service team, assisting other team members and taking a lead in addressing client needs for over +1000 hospital and home patient customers• Promoted to Customer Service Representative - Level 3, providing second level escalation point for CSR team for customer related issues, inquiries and coaching• Provided written or verbal responses (as requested) to customer inquiries and issues within 24-hour response period• Pursued escalated investigations with related departments and experts as needed• Excelled at relationship building with customer base, Baxter Outside Sales Representatives, and across multiple departments• Trained on and managed multiple data systems including JDEdwards, SalesForce CRM, Microsoft Office, Interaction Client systems administrator, Oracle Global Service Platform (GSP) and Trackwise QMS.

Mississauga, On

• Sales and booking management of customer golf and ski vacations• Promoted to back office operations manager, overseeing order bookings, inventory, contract and data entry, document creation and shipment to customers• Assist 3rd party IT with office network setup and maintenance, SQL data backups and installs, order system OS updates, computer trouble shooting• Managed Fly Tremblant promotion, managing personal vacation experience for high end clients, including flight bookings, ground transfers, room and ski lift tickets. • First escalation point for customer concerns and complaints

Toronto, On

• Managed small, kinetic creative shop producing advertising copy • Assistant producer for Leon’s Furniture commercials, overseeing casting, crew recruitment, studio rental, props and sets, post-production sound and video editing and mixing, delivery of spots to CRTC• Media production, people management, presentation skills, project management

Post Graduate Certificate, Media Copywriting, Communication And Media Studies

Course Work, Apics Operations Planning

Night classes, no certification

Bachelor’S Degree, English Language And Literature, General