Annie Simmons
Technical Services Specialist
Deer Park,WI
Summary
Enthusiastic Technical Support Representative with 8 years experience specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in delivering product trainings and resolving customer issues.
Overview
9
9
years of professional experience
3
3
Certificate
Work History
Technical Services Representative
3M Food Safety
Saint Paul, MN
02.2014 - Current
- Product technical expertise with 1) DNA LAMP technology for pathogen detection in foods 2) Quality indicator testing using dehydrated film methods and semi-automated reader 3) ATP hygiene monitoring system 4) Allergen testing solutions including allergen protein swabs, lateral flow detection (LFD) protein specific tests and quantitative ELISA methods 5) Environmental sample collection media.
- Support with method validations, method conversions and matrix verification studies along with participation in proficiency testing rounds.
- Author of several technical articles, studies and abstracts which were presented at International Association of Food Protection (IAFP).
- Conduced several media interviews which were published in highly reviewed food safety magazines including Food Processing Magazine and Quality Assurance &Food Safety Magazine.
- Deliver onsite product installations and certification training followed with annual re-training, virtual trainings, customer training events and live webinars.
- Work with customers set up product specifications and pass/fail criteria, zone mapping, testing frequency using risk-based approach, HACCP Plan/Food Safety Plan, environmental monitoring program and develop method SOPs.
- Cover geographic territory of 1/3 of U.S which requires 60% travel for onsite technical training and support. Primary technical support for seven 3M Food Safety Sales Representatives along with customers in corresponding territories.
- Create and deliver internal training content, developed onboarding training SOP for new hires along with external training content for customers trainings, virtual trainings. Performed several live broadcasted webinars for thousands of customers.
- Complete SQL server based software installations, perform data imports from Excel, software configurations, database backups through SQL SSMS and end-user training for seven different software programs. Work with software engineers and developers for continuous improvements and upgrades to enhance user friendliness.
- Quality complaint issue resolution owner. File all U.S. quality complaints and provide written technical response with issue resolution. Work with cross functional groups for complaint resolution including Manufacturing, Quality Assurance, Product Development and Application Engineers.
- Continuous education on food industry regulations and methods including FDA (FDA BAM), FSMA, FSIS, USDA (MLG), PMO, NCIMS 2400 Forms, USP (USP Compendium) and ISO regulations
- Provide ongoing training and education of competitive technologies in industry to aid in successful method conversions. Examples include PCR methods, agar methods, automated MPN and protein methods, etc.
- Personal Travel Agent. Successfully book all flights, hotels and rental cars and submit all travel expenses. Build itinerary and schedule trainings with customers.
- Skilled with Microsoft Excel, Sales-Force, Outlook, Microsoft Teams, CFR Complaint System and Concur Travel and Expense.
Inside Technical Services Representative
Access Partners LLC
Saint Paul, MN
02.2013 - 02.2014
- Provided Tier 1 Technical Support for inbound calls on technical inquiries.
- Resolved diverse range of technical issues across multiple systems and applications for customers across various time zones.
- Filed all U.S. quality complaints and sent written technical response letters with issue resolution outlining quality investigations.
- Managed, tracked and decontaminated all lab demo units for customer evaluations.
- Documented support interactions for future reference.
- Responded promptly to incoming sales leads and requests for technical support.
- Supported 8 Inside Sales Representatives as primary technical support resource.
Education
Bachelor of Science - Microbiology
Minnesota State University - Mankato
Mankato, MN05.2013
Skills
- Product Technical Expertise
- Customer Technical Support
- Training Material Development
- User Support and Troubleshooting
- Issue and Resolution Owner
- Method Validation and Verification
- Onsite Method Implementation
- Software Installation and Configuration
- Competitor Knowledge and Analysis
- Knowledge of Industry regulations
Certification
FSPCA Preventive Controls Qualified Individual (PCQI)
ISO 16025 Certification training
Biosafety Level 1 & Biosafety Level 2 Lab Training
Timeline
Technical Services Representative
3M Food Safety
02.2014 - Current
Inside Technical Services Representative
Access Partners LLC
02.2013 - 02.2014
Bachelor of Science - Microbiology
Minnesota State University - Mankato
FSPCA Preventive Controls Qualified Individual (PCQI)
Certification training on ISO standards and accreditations
Biosafety Level 1 & Biosafety Level 2 Lab Training
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