Jonathan McVicar

Served as the first point of contact for customer care across GB and Ireland markets, handling inbound customer support across multiple channels. Liaised with internal teams to ensure alignment and timely issue resolution.

Managed high volumes of customer queries and complaints in a regulated environment. Resolved complex issues with empathy and accuracy, achieving a 95% resolution rate. Liaised with stakeholders including ombudsman services.

Communicated directly with patients and sponsors, supporting site activation and coordinating clinical documentation. Drafted and implemented SOPs, and trained staff on compliance and GCP protocols.

Processed clinical samples and maintained trial documentation, supporting cross-site coordination and vendor communication. Developed SOPs and trained new staff in lab and patient safety procedures.

Administered sample reception processes and maintained accurate records. Supported laboratory operations and ensured efficient sample handling.

Coordinated technical aspects of clinic operations and managed equipment. Ensured smooth workflow and adherence to operational procedures.

Provided customer service support across various channels, resolving inquiries and issues. Maintained high levels of customer satisfaction.

Grade: 2:1

Studied Biomedical Engineering with a Diploma in Industrial Studies (DIS). Gained a 2:1 classification upon graduation. The curriculum covered core engineering principles applied to biological and medical contexts.