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San Francisco, CA, US

San Francisco, California, United States

• Lead and support a team of 25 product support engineers in the Medical Imaging field, overseeing a $24 million annual revenue stream. Focusing on maintaining clear and effective client interactions to meet service.
• Regularly track key performance indicators (KPIs) to assess team performance and pinpoint areas for enhancement. Simultaneously, manage the field service budget, controlling expenses and optimizing resource allocation.
• Prepare and deliver routine reports on service performance, resource utilization, and contract renewal to senior management. Additionally conduct Quarterly Business Reviews (QBRs) with major accounts.

San Francisco Bay Area

• Responsible for the Regional Customer Care business operations focused on the Biotech, Pharmaceutical, and Healthcare Industry.
• Managed a $10M annual P&L, optimizing cost-effectiveness. While negotiating multi-year site agreements to boost long-term revenue.
• Improved KPIs and customer satisfaction using financial, operational, and NPS data. Increased NPS from 68% to 87% in less than 2 years.

San Francisco Bay Area

• Led daily field service operations across 13 Western U.S. states with a team of 15 Engineers, managing $8M annual P&L.
• Achieved consistent annual revenue growth while coaching and mentoring engineers, managing contracts, monitoring team performance, and handling special projects.
• Achieved corporate-wide customer care goals, including service delivery, new business opportunities, upgrades, and value realization.

San Francisco, CA

Championed customer support activities as National Specialist in the United States and Canada. Represented Carl Zeiss in joint production efforts in Japan. Drove a successful product launch through effective management of complex product deployment and day-to-day product support activities.

San Francisco Bay Area

• Consistently exceeded customer expectations by managing day-to-day support activities with a 100% contract renewal rate, generating nearly $1 million in contract revenues as an individual contributor.
• Collaborated with the Sales and Applications Team to enhance product management and identify on-boarding and upgrade opportunities through customer feedback on product quality, reliability, and serviceability.

San Mateo, CA

• Managed end-to-end project lifecycle for SaaS customer support solution integration with CRM and Single Sign-On platforms.
• Led cross-functional team to achieve project goals within scope, timeline, and budget, implementing efficient project management methodologies for rapid consensus.
• Improved clients’ CRM solution effectiveness by defining key metrics and conducting gap analysis.

Bs, Electrical Engineering

Mba, International Marketing