Results-driven Senior Operations & Support Leader with 19 years of experience in BioTech and Human Identification, building high-performing teams, optimizing processes, and delivering customer-focused solutions in regulated and RUO industries. Skilled in technical support, strategic planning, and cross-functional collaboration, with a proven ability to align teams with evolving business goals.Career Highlights:Leadership & Team BuildingBuilt and established the HID Technical Support function from the ground up, creating a high-performing team that managed and resolved over 500 monthly escalations. Successfully led teams through high-pressure situations, including the COVID-19 pandemic, while achieving exceptional Customer Allegiance Scores.Process Improvement & Strategic PlanningOverhauled global escalation processes and designed scalable, compliant pathways for regulated product inquiries and complaints. Post-pandemic, transitioned teams to focus on pre-sale revenue generation, achieving more than $650K in productivity savings through strategic collaboration and process optimization.Technical Expertise & Customer AdvocacyLeveraged deep technical knowledge and customer insight to influence product development, resolve complex escalations, and drive customer-focused solutions. Served as a global mentor, developed training materials, and shaped product design to meet evolving customer and market demands.
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Sr. Manager, Clinical On-Market Support (R&D)Thermo Fisher Scientific Mar 2021 - Nov 2024Waltham, Ma, UsPromoted from previous manager role to address critical organizational needs during the pandemic, leveraging my expertise to navigate unprecedented challenges effectively.•Cross-functional Collaboration: Partnered with Product Management to generate pre-sale revenue streams and achieved more than $650K in PPI productivity savings within three quarters.• Process Improvement: Established compliant pathways for escalated inquiries and complaints for regulated products.• Leadership: Directed a team managing escalated customer complaints and inquiries for regulated COVID-19 testing products during and after the pandemic.• Strategic Planning: Following the pandemic, strategically shifted focus from post-sale issue resolution to pre-sale revenue generation. -
Manager, Human Identification (Hid) Technical Support & Sr. Forensic Science Applications ScientistThermo Fisher Scientific Feb 2013 - Mar 2021Waltham, Ma, UsPromoted to Manager in 2018, taking on advanced responsibilities.• Remote Team Management & CAS: Managed the North America technical support team, driving exceptional Customer Allegiance Scores (87 in 2020, 83 in 2019).• Product Development: Served as Subject Matter Expert on new product and sustaining core teams, ensuring customer requirements influenced product design and training materials.• Escalated Troubleshooting & Problem-solving: Managed global HID customer escalations, leading and resolving hundreds of complex quality investigations and process issues.• Process Improvement: Spearheaded a global overhaul of the HID escalation pathway, optimizing complaint resolution processes and implementing a new CRM system (Siebel) to track complaints and generate actionable insights.• Technical Writing: Authored and reviewed a vast number of customer-facing communications on product quality and technical updates, including letters, technical user bulletins and application notes.• Global Collaboration: Recognized for exceptional global colleague mentorship while assisting Japanese colleagues in improving their support processes.
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Sr. Field Sales & Support Specialist For Human Identity - Hid Technical Support Team LeadApplied Biosystems Dec 2005 - Feb 2013Initially hired in a junior role and promoted in 2009 to take on advanced responsibilities.• Leadership: Led daily operations of a technical support team managing 200+ accounts across North America.• Customer-focused: Managed scheduling and ensured consistent support coverage for 500+ customer interactions monthly.• Training & Coaching: Onboarded and trained new hires on product offerings and technical support workflows.• Technical & Quality Expertise: Provided technical and quality support for HID chemistry, software, and instrumentation to account managers and customers.• Technical Writing: Developed and delivered training materials for new products and reviewed customer-facing documentation.• Customer-facing: Conducted product validations at customer sites and presented technical content to diverse audiences.
Ellen Crone Education Details
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Michigan State UniversityCell And Developmental Biology (Zoology) -
Michigan State UniversityForensic Science Master'S Program
Frequently Asked Questions about Ellen Crone
What is Ellen Crone's role at the current company?
Ellen Crone's current role is Senior Operations & Support Leader | BioTech & Human Identification.
What schools did Ellen Crone attend?
Ellen Crone attended Michigan State University, Michigan State University.
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