Experience

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  Thermo Fisher Scientific

  • Switzerland
  • Research Services
  • 700 & Above Employee

  • Director, Organizational Change Management

    • Apr 2022 - Present

    In my role, I leverage Change management plans and techniques to effectively implement change. As each of you might be familiar with, it is always great to launch a new and exciting improvement or solution. The reality is that deploying a new solution, process or system doesn’t create a benefit –the benefit comes from people adopting, changing, and utilizing a new system or doing something differently. People need to know what to do, how to do it, and why it matters that they do it. I leverage a Change management methodology that enables a framework to efficiently and effectively implement organizational change. Used properly, these methods can deliver a number of bottom-line benefits, from better project outcomes to decreased resistance from employees to shortened project timelines.

  • Customer Experience Director

    • Apr 2013 - Apr 2022

    The Customer Allegiance Program, which gathers and monitors our customer feedback, is an integral part of Thermo Fisher Scientific’s continuous improvement efforts. I oversee all aspects of the Enterprise Feedback Management program and act in an advisory role and business partner globally. My role has primary responsibility for ensuring the Customer Allegiance program is consistently and appropriately deployed throughout the company. I manage the relationship with the survey vendor and act as a liaison between the provider and employees on all aspects of survey design, deployment and data management. This role also includes analysis and development of reporting, overall responsibility for Customer Allegiance communication and training, management of CA teams, as well as establishing and maintaining recognition and program resources.

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  Thermo Fisher Scientific

  • Tewksbury, Ma

  • Customer Advocate

    • Mar 2008 - 2013
    • Tewksbury, Ma

    My Primary responsibility was to develop and ensure execution of global specific strategies to drive improvement in customer experience. I also participated in the development and implementation of corporate customer experience strategies as a member of Thermo Fisher Scientific’s Customer Experie...

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  Thermo Fisher Scientific

  • Contract Sales Service Manager

    • 2006 - 2008

    I was responsible for managing and overseeing the Contract sales initiatives for the business. This involves the development of new business via prospecting, qualifying, selling, and closing prospective Contract clients. Primary responsibilities are to identify and close Contract Sales opportunities and to oversee the sales cycle to ensure the attainment of company revenue and profit goals.

  • Customer Support Specialist

    • 2004 - 2006

    I provided specific information regarding the services, products or materials offered by a company. I answered inquires, provided troubleshooting information, reported and analyzed customers' information and needs, issued billing details and open and close customer accounts. In summary, I was a direct link between the company and its existing and potential customers.

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  Hewlett-Packard

  • Nashua,NH

  • Customer Support

    • Feb 2000 - Mar 2003
    • Nashua,NH

    Customer Service representative representing Hewlett Packard invoice and billing.