Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Hannah Congdon

Tonawanda,NY

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

14
14
years of professional experience

Work History

Supervisor

ThermoFisher Scientific
12.2019 - Current
  • Lead and Manage Teams Oversee and direct two specialized teams of project managers: Specialty Oligos, which handles custom requests for qPCR products, and CCX (Clinical Customer Experience) team, responsible for providing white glove service for clinical customers.
  • Cross-Functional Collaboration Collaborate effectively with product management, commercial, supply chain, manufacturing, and distribution departments to ensure seamless operations and meet customer needs.
  • KPI Reporting and Coaching Regularly monitor and report on team KPIs, providing ongoing coaching and support to ensure continuous improvement and high performance. Responsible for running Tier 1 & 2 calls to report KPIs.
  • Process Optimization Implement process improvements to enhance efficiency and effectiveness in handling custom and clinical orders.
  • Customer Satisfaction Ensure exceptional customer service and satisfaction through proactive problem-solving and high-quality service delivery.

Project Manager IIA

ThermoFisher Scientific
04.2016 - 12.2019
  • Assisted customers and commercial team with specialty orders, providing pricing and lead time for custom projects
  • Worked with Product Management to set pricing structure for custom products

CS Representative II

ThermoFisher Scientific
09.2011 - 04.2016
  • Answered customer queries via phone and email
  • Placed orders online via proxy for customers

Education

Associates of Applied Science - Human Resource Management

Bryant & Stratton College
Orchard Park, New York
2010

Skills

  • Project Management
  • Conflict Resolution
  • SAP / E1 / Salesforce
  • Microsoft Suite
  • Training & Development
  • Employee Retention
  • KPI Management
  • Workflow management
  • Documentation and reporting
  • Performance management
  • Change management

Accomplishments

  • Successfully launched brand new Amplitude product to help combat the COVID-19 pandemic, leading to $0.5 billion in revenue.
  • Supported all COVID-19 test orders via EUA process prior to commercial launch and full FDA approval, equating to $45 million in revenue in one month.

Timeline

Supervisor

ThermoFisher Scientific
12.2019 - Current

Project Manager IIA

ThermoFisher Scientific
04.2016 - 12.2019

CS Representative II

ThermoFisher Scientific
09.2011 - 04.2016

Associates of Applied Science - Human Resource Management

Bryant & Stratton College

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