Michelle Reid

WORK HISTORY

EDUCATION

SKILLS

ABOUT MICHELLE REID

I am a driven and highly accomplished Service and Support Executive with global and domestic experience in process improvement, customer experience strategic planning, staff coaching, technology implementation and program management. I excel at leading and developing customer experience teams for both regulated and non-regulated molecular diagnostic products.With experience in both large multinational and startup environments, I combine effective communication skills, technical and business understanding to engage and communicate at all levels of the organization. One of my strengths is to anticipate problems, remove obstacles, cultivate solutions, and connect stakeholders to drive organizational excellence. I bring proven success in fostering strategic, operational, and tactical alignment with customer and company goals.CORE COMPETENCES Global Organizational Development & Management Stake Holder Relationships & Cross Functional Collaboration Strategic Planning Team Building & Leadership Business Process Improvement KPI Development & ManagementKEY ACCOMPLISHMENTS Established and grew global customer experience Tier I and Tier II teams, including Technical Service, Field Applications, Field Engineers, and Customer Support personnel, to support customer installations, training and troubleshooting. Supported a broad range of automation and consumable products, in Proteomics, NGS and General Molecular Biology. Developed and achieved key support metrics such as: Net Promoter Score (NPS®) between 60-70. 98% uptime. 95% Field Service first time fix rate. Cut customer onsite response time by more than 50%. Mentored and developed strong, empowered leadership teams and individuals that resulted in regular individual promotions. Achieved in service revenues and grew organic service revenues by 25% from 20••••17. Implemented strategies within field service to drive cost savings while increasing customer satisfaction. Built up field support teams in Latin America, supporting large government initiatives in both Brazil and Mexico. Implemented strategies within field service to drive cost savings while increasing customer satisfaction. Built up field support teams in Latin America as well as expanded and restructured customer support teams in Europe and Asia.