Caroline A. Safar
San Diego,USA
Summary
Dynamic business manager with 20 years in biotech, specializing in strategic planning and team development. Proven track record of enhancing customer satisfaction through innovative support strategies and operational improvements. Expertise in managing cross-functional teams to drive productivity and employee engagement, ensuring alignment with organizational goals.
Overview
30
30
years of professional experience
Work History
Technical Services Manager
Agilent
La Jolla, CA
2024.01 - Current
- Managed team of remote engineers and applications scientists to enhance collaboration and service delivery.
- Ensured appropriate staffing levels and implemented agent training programs to support customer success.
- Analyzed customer experience by examining trends in team productivity and knowledge, leveraging GSCC call center analytics to inform improvements.
- Managed the daily contact center operations to achieve target output and quality metrics for our team.
- Fostered culture of inclusiveness, accountability, and continuous development to support team growth and succession planning.
- Maintained experience in day-to-day business by working closely with peers across the organization.
- Partnered with key collaborators in planning to account for expected changes in the business across the region.
- Understood the business operation across Countries and regions, looked for alliances and efficiency gains and shared insights and best practices.
- Trained on the regional regulatory requirements for the products supported by partnering with Quality and Regulatory Affairs department.
Director of Technical Support
Agilent
La Jolla, CA
2015.01 - 2024.01
- Managed support operations for genomics and BAD teams in AFO, ensuring effective remote engineering support.
- Led strategic planning, hiring, and training to improve customer experience and KPI metrics for business management.
- Responsible to support field organization (FASs, Sales) by providing Global onsite (fly and fix) installation & break/fix escalation support for customers.
- Led integration of teams including individual contributors and supervisors to deliver remote support for customers and field service engineers, resolving service events.
- Provided VIP support by collaborating with key accounts and Sales to enhance customer satisfaction. - Enabled partnerships with key accounts and Sales; driving product pipeline development.
- Facilitated cross-functional reviews and communication to address customer escalations effectively.
- Spearheaded Support team expansion and training to enhance microfluidics capabilities.
- Informatics Support – managed Informatics Supervisor (PSL team; India) and Bioinformatics expert to deliver excellent global support for Genomics software customers.
- OneConnect project - led the support for the design of new digital workflow for remote technical support.
- Drive the implementation and adoption of the new digital workflow (Technologies, People and Processes).
- Interfaces with senior and executive leaders on a routine basis.
- With an operational excellence mindset, Lead, coach and develop the Global Technical Support and Escalation Management Teams and build strong leaders for the company; Dako integration Lead.
- Built support infrastructure – email nodes; phone IVR to streamline support (Covid, clinical support).
Manager, Technical Services
Agilent
La Jolla, CA
2007.01 - 2015.01
- Functioned as the Remote Engineering Operating Manager for the Genomics business.
- Managed hiring, development, retention, and performance of direct reports to deliver exceptional technical support to customers.
- Led a team of Remote Engineers at Advanced or Expert-level to provide online technical support for Genomics and Automated Electrophoresis products.
- Upon Agilent acquisition, took over Genomics support from Agilent Sales for microarrays and PLuF products, built support infrastructure to improve customer satisfaction, KPIs call metrics, resolution TAT.
- Built support infrastructure to support launch of Next-Gen Sequencing at Agilent; hired new staff, required close work with R&D and Marketing teams to ensure success.
- Built NGS design service from scratch, led to key partnerships with global customers and success with custom designs for human, and non-human organisms; contributed to revenue growth.
- Managed CSP support for global NGS and array customer certifications and partnerships.
- Provided technical leadership and case management guidance to FASs, Sales & FSEs to ensure efficient and effective service and support is provided to customers.
- Partnered with sales and support teams to identify and address customer needs for key accounts and KOLs.
- Facilitated training for team on diagnostic product support – prepared team to be able to support diagnostic products, built new IVR and mailbox (SureFISH, Genetisure Dx, SureScanDx).
- Analyzed and tracked KPIs, ACX and made recommendations so high customer satisfaction was achieved.
Manager, Technical Services
Stratagene
La Jolla, CA
2004.01 - 2007.01
- Developed and implemented support strategy for company acquisition and integration, enhancing service delivery.
- Oversaw Technical Support Team for instrument, bioreagents and software product lines.
- Provided global support to both direct customers and distributors.
- Analyzed and tracked KPIs, providing recommendations that contributed to high customer satisfaction.
- Partnered with sales and support to understand product acceptance, which increased customer loyalty.
- Evaluated global market opportunities and executed plan, resulting in increased sales in Europe and Asia.
- Led Stratagene University sales training program, working with Sales and Marketing management; delivered classroom training, one-week program to new Sales Reps and distributors – twice yearly.
- Reported to the Director of Marketing.
Supervisor, Technical Services
Stratagene
La Jolla, CA
2000.01 - 2004.01
- Supervised the Technical Support team.
- Acted as a Tier 2 contact for Technical Support Scientists (TSSs) and customers.
- Assisted TSSs in their efforts to triage, troubleshoot, and resolve complex customer complaints.
- Provided training to TSSs using Stratagene products, problem solving skills, and customer service skills.
- Participated in product life cycle meetings to provide customer feedback. – served as Voice of Customer feedback during PLC meetings.
- Implemented CRM solutions to effectively support customer needs.
- Developed and improved key commercial processes to enhance Stratagene's world-class technical support.
Applications Scientist – Technical Support
Stratagene
La Jolla, CA
1997.01 - 2000.01
- Provided pre-sales and post-sales technical support to customers (internal and external).
- Delivered technical training sessions to enhance product knowledge for internal and external customers.
- Authored application notes to enhance understanding of product portfolio for users.
- Served as a beta-tester, collaborating with teams to evaluate new products and improve user experience. and protocol reviewer for new product launches with Marketing and R&D.
- Identified product quality issues and collaborated with QA team to ensure timely resolution.
Education
Master of Science - Biology
San Diego State University
San Diego, CABachelor of Science - Biology
San Diego State University
San Diego, CASkills
- Technical support management
- Project Management
- Regulatory compliance
- QMS expertise
- Regulatory metrics
- ISO13485
- FDA standards
- Strategic Planning
- Key Account Management
- Global customer management
- Collaborations & Partnerships
- KOL management
- Customer Service
- Process Improvement
- Training & Development
- Technical Training
- Cross-Functional Leadership
- Vendor Relations
- Financial Analysis
- Budgeting
- Expense Control
- Data analytics
- CRM systems
- SalesForcecom
- SalesLogix
- SAP
- Siebel
- Trackwise
- Agile
- CRM & Digital Marketing
- Competitive Intelligence
- Professional services management
- Distributor management
- Global business development
- Contact center operations
- Interdepartmental process management
- Communication
- Leadership
- Coaching & Mentorship
- Problem solving
- Microsoft Office
- Word
- Excel
- PowerPoint
- Outlook
- Sandler Technical Training Program
- Pluma Executive Management Leadership training
- Bilingual proficiency
- OneConnect
- Sandler Technical Training Program
- Pluma Executive Management Leadership training
- Bilingual proficiency
Accomplishments
Leadership, Team Building & Organizational Development, Upon Agilent acquisition of Stratagene in 2007, was tasked to take over Genomics Support for Automated Electrophoresis, microarrays from Agilent Sales which lacked a formal Tech Support team, built support infrastructure (phone IVR/email nodes, CRM tools) to improve customer satisfaction, hired scientists, delivered formal training, established KPIs call metrics, resolution TAT; improved customer satisfaction scores in ACX., Built support infrastructure from scratch to support launch of Next-Generation Sequencing at Agilent; hired new staff, required close work with R&D and Marketing management to ensure success., Built NGS design service from scratch, led to key partnerships with global customers and success with custom designs for human, and non-human organisms; contributed to revenue growth., Managed CSP support for global NGS and array customer certifications and partnerships., Established VIP Support model for AFO Genomics for informatics, arrays working closely with Sales, FASs., CRM tools – extensive database skills, built GUI workflows and reports for Sales Logix to Siebel upgrade, served as Trackwise project specialist with CRM consulting team, IT, and QA management., SAP CRM- OneConnect Lead for Omnichannel project to build features and requirements for Communication tools (chat, email, phone).
Timeline
Technical Services Manager
Agilent
2024.01 - Current
Director of Technical Support
Agilent
2015.01 - 2024.01
Manager, Technical Services
Agilent
2007.01 - 2015.01
Manager, Technical Services
Stratagene
2004.01 - 2007.01
Supervisor, Technical Services
Stratagene
2000.01 - 2004.01
Applications Scientist – Technical Support
Stratagene
1997.01 - 2000.01
Master of Science - Biology
San Diego State University
Bachelor of Science - Biology
San Diego State University