Global Contact Center Customer Support Professional
Asheville, NC | [email protected]
Experienced and results-driven Diagnostic and Medical Device Customer Support Professional with a proven track record of success in leading global service operations. With over two decades of expertise, I excel in building and optimizing technical support organizations, enhancing processes, and ensuring compliance with industry standards. My strategic leadership has facilitated the expansion of service capabilities and the establishment of robust customer relationships across international markets. Skilled in collaborating cross-functionally and driving continuous improvement initiatives, I am committed to delivering exceptional service and maximizing customer satisfaction.
Professional Experience
Agilent Technologies, Remote, NC (2014 – Present)
Global Director – Diagnostic, Genomics, and Cell Analysis Global Service Contact Center
- Built and expanded the medical device diagnostic IVD/RUO technical support organization, infrastructure, and processes across AFO and EMEAI, effectively scaling operations for Rest of World (ROW) activities, with a specific focus on post-sale remote technical support and complaint logging in accordance with ISO13485 regulations.
- Collaborated with Sales and Service Management and AVPs, Clinical Affairs Managers, Legal, Complaint Management Center, and Regulatory, Quality and Vigilance leaders.
- Developed and implemented metrics for monitoring SLAs and KPIs, ensuring both support compliance and optimal employee performance.
- Developed and documented processes related to technical support and service delivery scheduling activities, aligning them with ISO 13485 and 9001 requirements.
- Conducted regular quarterly reviews and updates of the organization in collaboration with key stakeholders and internal business partners.
- Maintained robust in-house relationships with Marketing, Product Management, R&D, Service, Sales, and other key functions, fostering an environment that prioritized “ease of doing business” with the customer.
QualTek Molecular Laboratories, Goleta, CA (1997 – 2014)
Co-Founder and Advisor
- Reported directly to the President and CEO, overseeing the development, implementation, and use of technology company-wide.
- Managed IT infrastructure and policies, including data management and transfer requirements.
- Set strategic direction for computer-related technologies in multiple facilities, establishing LAN with VPN infrastructure, hardware, policies, and procedures.
- Planned, installed, upgraded, controlled, and maintained workstations, instrumentation, and software.
- Administered, developed, maintained, and implemented corporate Internet and Intranet sites and email accounts.
- Designed and implemented custom databases, and programmed specialized applications for the company.
DAKO, Carpinteria, CA (1996 – 1998)
Instrumentation Support Manager
- Created and managed a national Instrument Field Service and Technical Support team for the DAKO Immunohistochemistry AutoStainer.
- Led database design, document/SOP generation, software package manufacturing, and personnel training.
- Developed and managed in-house instrumentation support and maintenance.
- Drove engineering changes and improvements, enhancing efficiencies and production.
BioTek Solutions Inc., Goleta, CA (1992 – 1996)
Medical Device Instrumentation Production Manager, Service Engineer, and Technical Support Manager
- Built production and distribution infrastructure for the TechMate Immunohistochemistry tissue stainer.
- Managed and supported nationwide staff of Instrument Service Engineers (FSE) and Technical Support personnel.
- Spearheaded database application programming for support and maintenance of instrument repair, inventory control, and customer support.
- Guided computer hardware and software upgrades and configurations.
- Managed network and email administration.
Education
Academia
- Computer Science – Santa Barbara City College
- Computer Programming and Business Applications – Bryant and Stratton Business College
- Executive Leadership Program – Cornell
Continuing Education
LinkedIn Learning Courses:
- The Leader’s Guide to Mindfulness
- Body Language for Leaders
- Become a Project Manager
- Become a Technical Program Manager
- Managing Technical Teams
Additional Courses (mix of Online and Classroom):
- Team Building
- Roles of The Manager
- Crucial Conversations – Global Ops
- Introduction to Six Sigma
- Project Management for Six Sigma
- Lean Six Sigma Green Belt
- Process Flow Diagrams
- Financial Analysis for Six Sigma
- Ishikawa Diagrams
- Coaching Employees About Behaviors
- Advanced Project Management Development