Experience

Novus Biologicals LLC

• United States
• Biotechnology Research
• 1 - 100 Employee

• Manager, Scientific Support

  • Mar 2022 - Present

• Supervisor, Technical Support

  • Apr 2021 - Mar 2022

  - Manages a scientific technical support team of six that responds to customer inquiries, provides product recommendations, and troubleshoots product issues through email. phone calls, and live chatting. Team is available to customers 12 hours a day and handles upwards of 100 customer queries a day- Performance management including employee reviews, one-on-one meetings, and career development- Created dashboards for reporting and tracking of support metrics, including customer satisfaction, product inquiries and issues, and Voice of Customer (VOC) requests.- In collaboration with lab and product development, these dashboards are utilized to target products that require internal testing and/or reproduction, as well as helping identify areas for new product development and OEM acquisition. - Instrumental in consistently maintaining Net Promoter Score above 90 for entire operations department that utilizes live chatting. Developed monthly awards to reward customer service agents for getting their chats rated by customers which was increased from 10-20%. Customer satisfaction score (NPS) did not lower despite increase.- Novus Salesforce product owner and spokesperson. Led the transition for entire Novus business unit to the Salesforce platform to align with sister companies. Developed all SOPs/processes and trained all Novus employees in proper usage.- Sole representative of Bio-Techne Salesforce project aimed to improve our live chatting feature for a better customer interaction and experience. Identified more than 10 enhancements and performed User Acceptance Testing (UAT) for developers.- Support marketing team’s effort to improve customer resources. Determine areas with lack of resources to aid customers, promote sales, and reduce burden of technical team.- Utilization of google analytics to track website traffic and analyze customer behaviors to improve marketing campaigns, drive website traffic, and better retain and acquire users

• Technical Support Team Lead

  • Oct 2018 - Apr 2021

• Technical Support Specialist

  • Mar 2017 - Oct 2018

  - Provide first tier scientific technical support on all Novus products to customers through live chatting and phone correspondence.- Respond and follow up with customers via email for a variety of technical inquiries including: product specifications/techniques, technical issues, and general questions requiring scientific knowledge/expertise- Log, track, and identify technical issues with products and communicate through appropriate channels for resolutions- Accommodate customers with bulk order requests- Back up customer service department by answering phones and placing orders- Liase with suppliers through monthly/quarterly reports that detail performance issues



Scripps Research

• United States
• Research Services
• 700 & Above Employee

• Postdoctoral Research Associate

  • Jan 2016 - Mar 2017

  • Plan and execute the biochemical experiments of a multidisciplinary collaboration studying axon degeneration, utilizing mammalian cell culture, recombinant protein production and purification, and molecular cloning.• Optimized transfection techniques of HEK293 cells to achieve optimal biochemical results.• Developed protocols for performing in vivo biochemistry in the neurons of C. elegans.• Extensive structure-function analysis of protein complexes. • Plan and execute the biochemical experiments of a multidisciplinary collaboration studying axon degeneration, utilizing mammalian cell culture, recombinant protein production and purification, and molecular cloning.• Optimized transfection techniques of HEK293 cells to achieve optimal biochemical results.• Developed protocols for performing in vivo biochemistry in the neurons of C. elegans.• Extensive structure-function analysis of protein complexes.



University of Minnesota

• United States
• Higher Education
• 700 & Above Employee

• Doctoral Candidate, Pharmacology

  • Sep 2010 - Dec 2015

  • Identified the first inhibitor of a PHR ubiquitin ligase complex through structure-function analysis utilizing biochemistry in cell culture and in vivo neurons.-Co-first author publication, external collaboration, and a talk at a conference with an award for best graduate student abstract.• Led and managed several research projects to characterize molecules that function in neuronal development.-Six peer-reviewed publications, three first author and one co-first author.-Instrumental in obtaining initial funding and renewal of an R01 grant totaling over $2.5 million. • Recognized expert in techniques involving biochemistry and molecular biology including western blot, silver stain, protein tagging, microinjection, cloning, PCR, RT-PCR, and DNA and RNA purification.-Trained undergraduate and graduate students, and post-doctoral associates, and provided technical assistance for the success of their projects.

• Research Assistant

  • Nov 2009 - Sep 2010

  • Assisted in the design of initial SOPs to ensure proper support of research and quality of results in a new research laboratory. • Created several databases and a handbook with detailed working instructions.• Interviewed and trained undergraduates as laboratory assistants and mentored them in their research projects. • Established relationships with sales representatives and negotiated for all materials, supplies, and equipment to obtain best pricing.• Saved the laboratory thousands of dollars by producing and purifying large batches of several enzymes. • Composed and submitted all purchase order requisition forms, and monitored spending across multiple grants. • Balanced maintenance of the laboratory with multiple research projects.-This position led to being offered direct admittance into the Department of Pharmacology as a doctoral candidate.• Assisted in training a new technician before transitioning to graduate school.

• Junior Scientist

  • Jan 2009 - Nov 2009

  • Aided Dr. Richard Graeff in his research to elucidate the molecular mechanisms of action of the enzyme CD38 in order to decipher its role in the cADPR/NAADP-signaling pathway.• Characterized the catalytic and structural differences between two similar enzymes using crystallographic data. -This data was obtained through detailed bioinformatics analysis to help chose critical residues to mutate, and subsequent production and purification of recombinantly expressed mutant proteins through a two-step chromatographic procedure. • Measured various enzyme kinetics through activity assays involving HPLC and a fluorescence plate reader.• Managed the everyday functionality of the lab through ordering of materials/supplies/equipment, organization of multiple freezers containing thousands of enzymatic/protein stocks, and general cleanliness and set up of the lab.