At Harvard Bioscience, I supported more than 100 customers by phone and email, resolving an average of 80 technical-support tickets each week across spectroscopy, chromatography, electrophoresis, and blotting equipment. My work earned a 97.2% customer satisfaction score.
I help customers select instruments for protein quantification, DNA/RNA analysis, ELISA, and cell culture, and I train customers and new team members on research equipment. I also create instructional materials, review user guides, and use Salesforce, Zendesk, and MK ERP for case tracking and client support.
My Ph.D. in Chemistry and research background inform my practical approach to instrumentation, data analysis, and troubleshooting. I've worked with FTIR, UV-Vis, NMR, GC/MS, mass spectrometry, LabVIEW, and molecular spectroscopy, while teaching laboratory techniques and supporting cross-functional Quality and Engineering teams.

