Fransheska Jabouin
Brockton,MA
Summary
Accomplished Technical Support Trainer with expertise in client onboarding and implementation at Myomo, Inc. Enhanced team efficiency by 20% through strategic process improvements. Proficient in data analysis and stakeholder communication, recognized for fostering collaboration across departments and driving customer success in healthcare SaaS environments.
Overview
7
7
years of professional experience
Work History
Technical Support Trainer / Implementation Specialist
Myomo, Inc.
Boston, MA
11.2025 - Current
- Lead client onboarding and product training for MyoPro medical devices, ensuring users and clinicians understand setup, use, and maintenance.
- Collaborate with Regulatory Affairs and Quality Engineering to support CAPA and NCMR investigations, providing accurate field data and documentation.
- Deliver monthly performance reports by extracting and analyzing data from ARENA, identifying trends and presenting findings to leadership.
- Facilitate Thursday service operations meetings, reviewing Trello boards to track in-house device progress, service delays, and action items.
- Update and train staff on SOPs and Work Instructions, maintaining compliance with internal and FDA quality standards.
- Conduct periodic case reviews and compliance checks in ARENA to ensure documentation accuracy and audit readiness.
- Recognized for improving team efficiency and enhancing communication between Support, Fulfillment, and Quality departments.
Technical Support Specialist
Myomo, Inc.
04.2024 - 11.2025
- Delivered responsive technical and customer support for clinicians and end-users across hardware, sensor, and software issues.
- Managed RMA and FRMA workflows, coordinating with multiple departments to ensure timely service completion.
- Supported continuous improvement efforts by identifying process bottlenecks and proposing workflow enhancements.
- Maintained detailed case documentation to support regulatory compliance and complaint closure metrics.
Support Specialist
Intuvie
Newton, Remote
02.2021 - 03.2024
- Served as the primary point of contact for healthcare clients using infusion management software and devices.
- Led virtual onboarding sessions, guiding new users through system setup, device operation, and troubleshooting.
- Collaborated with engineering and QA teams to resolve escalated issues, ensuring prompt and effective resolution.
- Documented user feedback and case data to help refine product functionality and client success strategies.
Customer Service Administrator
ICU Medical
, Remote
10.2018 - 01.2021
- Managed hospital and clinic accounts, processed equipment orders, RMAs, and warranty claims within compliance standards.
- Partnered with QA and logistics teams to resolve device issues and meet customer deadlines.
- Provided clear, empathetic communication that strengthened customer relationships and improved satisfaction scores.
Education
Bachelor of Science - Healthcare Administration
Labouré College
Boston, MA06-2027
Associate Degree -
Labouré College
Boston, MASkills
- Customer success and retention
- Client onboarding and implementation
- Workflow optimization
- Data reporting and analysis
- Healthcare SaaS support
- SOP development and compliance
- CAPA investigation support
- Stakeholder communication
- Process improvement
- Team leadership and training
- Arena expertise
- Salesforce proficiency
- Oracle knowledge
- Zendesk experience
- Jira familiarity
- Trello usage
- Qualtrics skills
- Microsoft Teams proficiency
- Excel expertise
- Outlook knowledge
- Word skills
- Customer service excellence
- Technical support expertise
- Data analysis proficiency
- Compliance documentation skills
- Implementation training delivery
- Training facilitation
- Staff education and training strategies
- Onboarding process management
- Complaint resolution strategies
- Task prioritization techniques
- Problem-solving abilities
Work Preference
Hybrid or Remote preferred
Technical Tools
- Arena
- Salesforce
- Oracle
- Zendesk
- Jira
- Trello
- Qualtrics
- Microsoft Teams
- Excel
- Outlook
- Word
Timeline
Technical Support Trainer / Implementation Specialist
Myomo, Inc.
11.2025 - Current
Technical Support Specialist
Myomo, Inc.
04.2024 - 11.2025
Support Specialist
Intuvie
02.2021 - 03.2024
Customer Service Administrator
ICU Medical
10.2018 - 01.2021
Bachelor of Science - Healthcare Administration
Labouré College
Associate Degree -
Labouré College