• Coordinated with clinical trial sites and monitored the study progress in compliance with GCP, ISO 13485, 21CFR, HIPAA, IVD development, approval process and CAP/CLIA regulations with up-to-date GCP certifications• Trained / audited CLIA laboratories in sample processing and real time assays for methylation biomarkers and provision of technical support• Conducted site qualification evaluation, site initiation monitoring, interim monitoring, and closeout visit in accordance with the Monitoring Plans• Designed customer training curriculums, train customers • Prepared product training, customer complaint handling and CAPA process• Provided routine technical support and follow up new customers to ensure knowledge and skill adoption• Created and manage process for measuring and improving customer satisfaction• Acted as a point of contact and work with clinical trial teams • Reviewed site-specific study documents (ICF, study tools/worksheets and monitoring report) and provided monitoring reports• Assisted clinical project manager in study management

• Prepared strategic plans, annual goals, sales and marketing budget, forecasts• Participated in sales presentations, property tours and customer meetings• Managed/directed all advertising, public relations and promotional activities • Implemented post-sales activity for customers • Deployed customer engagement and change management functions• Increased customer retention and satisfaction by conducting regular check-in calls and perform quarterly business reviews• Served as the voice of the customer and provided internal feedback

• Ensured the flow of information and communication between Product Team and Sales• Developed a detailed quote system • Established support team rules, answered customer questions via email and phone• Conducted customer training classes• Reviewed R&D protocols and instructions • Communicated to customers regarding new product releasing and defective product recalls• Reconciled sales orders against quotes• Coordinated with accounting to facilitate timely invoice generation• Managed CRM and update customer information• Tracked deliverables per contracts• Liaison between Sales, Production, and the Customer• Managed all Customer account requirements• Provided technical follow up• Designed and participated in internal and external training

• Provided technical support and technical training at senior level on gene expression, SNP genotyping, sample preparation, microarray product lines, and sequence detection instruments • Conducted WebEx and on-site training, • Supported commercial organization with trade-show, and company website information development• Presented workshops, customer user meetings, and pre-sale meetings• Taught real-time PCR class as an expert at the BIO TRAC Program offered by the Foundation for Advanced Education in the Sciences of NIH• Collaborated with customers’ research - authored in two peer-reviewed papers (2008 and 2009)• Initiated Chinese version technical support document development• Served as a key member of Troubleshooting Tool development team• Received annual DNA awards and top level of performance (2006), the Support Excellence Award (2007), and the prestigious Outstanding Performer Award (2008)• Achieved highest scores in ABI customer support surveys

• Developed new sales plans internal and external sales personnel• Managed customer service order entry, product fulfillment and shipping• Managed new sales and service contracts• Prepared training materials/classes for new employees and external customers• Managed all existing accounts including 3-month follow-up first time buyers, big accounts and dead accounts • Contacted and followed up web registrant leads and online seminar attendees• Designed product box and labels• Set up logistic accounts, e.g. FedEx and UPS