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Erin Ferguson

@erinferguson

Technical Support Specialist III at Hologic, Inc who handled 1,300+ cases annually and developed an AI-assisted escalation workflow.

United States

Message

At Hologic, Inc, I handled more than 1,300 customer cases annually and achieved 96.7% CSAT while serving as a Tier 2 Lead and subject matter expert for molecular diagnostics products.

I developed a central SharePoint knowledge base, including governance standards, content procedures, and training. I also created AI-assisted workflows in Hologic Genie to help the team assess Tier 2 escalations and handle escalation communications.

I represented the voice of the customer in RT-TMA assay product work and partnered with Product Development, Scientific Affairs, Quality, and Marketing on product enhancements. I also coordinated complex investigations and corrective actions with major healthcare organizations.

Earlier, I performed quality control testing at Hologic, Inc and Ajinomoto Biopharma, and supported molecular microbiology laboratory operations at LabCorp. My work included HPLC analysis, regulated quality documentation, and training laboratory personnel.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist III

Current

Hologic, Inc

Sep 2019 - Present (7 years 1 month)

Achieved 96.7% CSAT and 100% training compliance while serving as Tier 2 Lead and SME for molecular diagnostics products. Handled 1,300+ customer cases annually and 30% of team escalations, coordinating cross-functional resolution.

Customer Support Troubleshooting Escalation Resolution Knowledge Base Development SharePoint AI Assisted Support Mentorship Cross Functional Collaboration Root Cause Analysis Technical Documentation

Senior Quality Control Assistant – Chemistry

Ajinomoto Biopharma

Feb 2018 - Sep 2019 (1 year 7 months)

Executed HPLC analysis on pharmaceutical injectable batches using Agilent, Waters, and Thermo systems. Tested 3-5 lots weekly in an FDA-regulated environment and managed quality documentation.

HPLC Quality Control Documentation FDA Regulations Analytical Skills Problem Solving

Quality Control Operations Test Specialist III

Hologic, Inc

Jul 2015 - Feb 2018 (2 years 7 months)

Performed quality control testing on 300+ lots annually, executing 20+ QC test protocols per week in compliance with GMP, ISO, and FDA requirements. Supported zero critical findings during audits and contributed to CAPA investigations.

Quality Control GMP ISO FDA CAPA Documentation Audit Test Protocols

Technical Support Specialist I

Hologic, Inc

May 2014 - Jul 2015 (1 year 2 months)

Diagnosed and resolved hardware, software, and account-related issues, achieving 85-90%+ one-touch resolution. Triaged Tier 1 issues, escalating fewer than 10% of cases, and supported a high-volume call center via phone, chat, and email.

Technical Support Troubleshooting Customer Service Call Center Communication Skills Problem Solving

Laboratory Technologist – Molecular Microbiology

LabCorp

Feb 2012 - May 2014 (2 years 3 months)

Supported high-throughput laboratory operations, handling thousands of samples weekly while meeting turnaround-time goals for 95%+ of testing. Maintained compliance with CLIA, CAP, and OSHA standards and trained 5+ new personnel.

Molecular Microbiology laboratory operations Quality Control CLIA CAP OSHA Training Troubleshooting