• Championed a comprehensive internal awareness campaign, resulting in a significant increase in new product development projects that incorporated some form of usability testing.• Facilitated workshops to encourage cross-functional collaboration between team leads in research and development (R&D), product support, product management, and marketing.• Initiated targeted surveys aimed at the customer base, focused on enhancing product features based on customer preferences and needs and building baseline net promoter numbers.• Developed a plan for customer learning that reduced projected customer training costs while also providing additional feedback on areas of product design that pose user challenges.

• Spearheaded a cross-departmental group in implementing a new support triaging process and customer complaint system, resulting in fewer cases requiring a service visit, dramatically improving the customer experience, and reducing mean time to closure for those cases. • Oversaw product education efforts, devising comprehensive training resources spanning numerous form factors and learning methodologies that could be offered remotely during COVID-19 pandemic.• Ensured 100% compliance with FDA and other global regulatory requirements, leading to zero nonconformances related to improper customer communication during periodic audits.

• Trained and supported a diverse group of users from accounts across North America, ensuring a comprehensive understanding of applications among research professionals. • Designed a labeling process for accessioning clinical study samples, reducing the sample accessioning time % while decreasing the likelihood of labeling errors. • Led in-lab training for clinical study sites, ensuring competence and 100% compliance with the study methods and significantly contributing to the FDA clearance of the Parsortix® PC1 instrument.

Played a key role in the collaborative development of the Parsortix® PR1 system, resulting in an increase in mean capture efficiency, a 2-log decrease in residual cells, and reduction in sample processing time.

Instructed two sections of undergraduate laboratory courses spanning 60 to 80 students, conveying direct mentorship, coaching, and advice to further knowledge and ensure understanding.

Studied the role of Adenosine deaminase as it applies to inflammatory response; cultured hematopoietic stem cells to use in enzymatic assays to measure ADA levels in sub-cellular fractions and culture media.

Maintained stock cell cultures to be used in cellular biology courses, reagent preparation, and cryopreservation.