Quyen Nguyen
Andover,MA
Summary
Innovative and driven Senior Global Product Manager with a proven track record and leadership in the medical device, life science and diagnostics industries. Passionate about developing and leading dynamic, high-performance quality and marketing organizations while creating a culture of trust and empowerment to drive stakeholder success.
Overview
11
11
years of professional experience
Work History
Senior Global Product Manager
Harvard Bioscience
Holliston, MA
04.2022 - 04.2024
- Developed global product launch strategies and managed cross-functional teams to ensure successful execution.
- Created and maintained product roadmaps, positioning documents, and pricing models for international markets.
- Collaborated with stakeholders across multiple departments to ensure products meet customer needs while meeting business goals.
- Monitored industry trends closely in order to stay ahead of the competition and identify potential opportunities for growth.
- Identified key performance indicators used to measure success of each product's progress against strategic objectives.
Product Manager
INTEGRA Biosciences
Hudson, NH
01.2021 - 04.2022
- Established lasting relationships with third party developers who could extend the reach of our products.
- Identified product gaps and generated innovative ideas to expand market share, improve customer experience and drive growth.
- Worked synergistically with engineers to improve user experience and confirm builds meet user specifications.
- Identified customer needs through user interviews, surveys, focus groups, and other feedback mechanisms.
Associate Product Manager
Covaris
Woburn, MA
07.2019 - 01.2021
- Responsible for the development and execution of the marketing strategy by managing multiple product launches.
- Owned and supported the product life cycle, product requirements document, forecast, promotion plan, and product documentation.
- Analyzed, interpret, and report regarding product sales activity to budget, channel trends, win/loss analysis.
- Collaborated on high priority product development projects with tact and a strong attention to detail while ensuring alignment of goals and strategies between teams.
Senior Product Support Specialist
Meridian Bioscience
Billerica, Massachusetts
12.2016 - 07.2019
- Analyzed customer feedback data to identify trends in product issues.
- Created knowledge base articles for common customer inquiries related to products or services.
- Investigated complaints from customers regarding service levels or product defects.
- Performed root cause analysis on escalated customer inquiries and implemented corrective actions accordingly.
- Developed and maintained customer relationships through communication channels such as email, phone and live chat.
- Participated in design reviews offering feedback on usability, performance and scalability of products and services.
- Assisted in developing detailed product documentation, user guides and training materials.
- Prioritized tasks based on urgency ensuring critical items were addressed first.
Product Support Specialist II
Meridian Bioscience
Billerica, MA
10.2016 - 12.2016
- Developed strategies for improving overall customer satisfaction ratings.
- Implemented changes based on market research data collected from customers.
- Analyzed customer feedback to identify trends in product usage and recommend modifications or upgrades.
- Documented all customer interactions in the help desk ticketing system.
- Maintained up-to-date knowledge of company products and services by attending internal trainings.
- Identified product defects and reported them to the development team for resolution.
- Assisted customers with installation, configuration, and troubleshooting of products.
- Monitored industry trends to identify opportunities for improvement in existing products.
- Created knowledge base articles for common customer inquiries.
- Performed root cause analysis on complex technical problems reported by customers.
- Tested software applications for bugs and errors before release.
- Conducted quality assurance testing of new products prior to launch.
- Researched and identified solutions to customer inquiries and escalated unresolved issues to appropriate team members.
Product Support Specialist
Meridian Bioscience
Billerica
05.2013 - 10.2016
- Created detailed documentation of customer interactions and resolutions for future reference.
- Analyzed customer feedback to identify trends in product usage and recommend modifications or upgrades.
- Provided technical support to customers via phone, email and chat.
- Led analytics, communication and organizational tasks to oversee product support and interface with customers.
- Surveyed technical content and data to provide product-specific support resources.
- Collaborated with professionals to provide support specifications and resources to address end-user service requests.
- Oversaw workload management for user query ticketing and task management systems.
- Performed QA assessments on software, formatting and content to improve solution usability.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Maintained audit trail and statistical records of problems and conditions reported by client.
Education
Master of Science in Innovative Technologies and Entrepreneurship -
University of Massachusetts Lowell
11.2019
Bachelor of Science in Clinical Laboratory Science -
University of Massachusetts Lowell
05.2013
Skills
- Competitive Analysis
- ROI Analysis
- Product Roadmaps
- Strategic Business Planning
- Market Research & Segmentation
- Branding and Content Strategy
- Lead Generation
Computer Profile
- Microsoft Teams
- Microsoft Planner
- Salesforce
- Skype
- TeamViewer
- WebEx
- SharePoint
- Power BI Reports
Professional Development
Pragmatic Marketing Foundations - Pragmatic Institute (02/2020)
Timeline
Senior Global Product Manager
Harvard Bioscience
04.2022 - 04.2024
Product Manager
INTEGRA Biosciences
01.2021 - 04.2022
Associate Product Manager
Covaris
07.2019 - 01.2021
Senior Product Support Specialist
Meridian Bioscience
12.2016 - 07.2019
Product Support Specialist II
Meridian Bioscience
10.2016 - 12.2016
Product Support Specialist
Meridian Bioscience
05.2013 - 10.2016
Master of Science in Innovative Technologies and Entrepreneurship -
University of Massachusetts Lowell
Bachelor of Science in Clinical Laboratory Science -
University of Massachusetts Lowell
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