With years of experience in leading customer support teams in the life sciences industry, I am passionate about delivering best in class service and driving growth for Vizgen, a biotechnology company that develops single-cell spatial genomics solutions. As the Director of Global Customer Care, I support the expansion of Vizgen's global customer base by developing and expanding the Customer Care team, while working cross-functionally to implement policies and procedures that streamline internal efforts and optimize systems.An MBA from Bentley University and a NPS2 certification from Satmetrix enable me to design and measure customer experience strategies that align with the Vizgen vision and values. I also have a Master's degree in Organizational Communication from Northeastern University, which helps me to communicate effectively with customers, partners, and stakeholders across different channels and regions. I believe in learning through failing fast, collaborating with diverse teams, and leading with a trust-first mentality. My goal is to shape the customer experience by standing in their shoes, and providing reliable service that maintains the human touch.