With 25 years of professional experience in the medical device industry, I am a service leader who is passionate about delivering high-quality customer service, enhancing operational efficiency, and fostering team collaboration. I have a bachelor's degree in biology and psychology from the University of North Carolina at Chapel Hill, and a strong background in life sciences and laboratory settings.As the former Director of Service at Luminex Corporation, I was responsible for managing the day to day service operations, strategy, and budget for the North American region. I worked with the global service teams, the sales and marketing team, and third-party distributors and service providers to ensure customer satisfaction, loyalty, and retention. I also implemented and optimized the CRM platform, trained and coached the service engineers and integrated the service processes and resources through multiple mergers and acquisitions. Previously, I held various support and application scientist roles at BioMerieux, Bayer Diagnostics and Roche, where I oversaw the customer experience through field service, technical support and training delivery activities. I also have experience as a guest speaker at industry and vendor trade shows, where I shared my insights and best practices on service excellence and innovation.