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Hello, I am Elena

With over 8 years of expertise in customer support and service leadership, I’m committed to helping organizations create outstanding customer experiences through smart strategies, team coaching, and process improvements. As the founder and principal consultant of bio Customer Support Solutions, I love working with clients to turn their customer support into a competitive advantage. Let’s connect and see how I can help you elevate your customer service!

TESTIMONIALS

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Working with Elena was a game-changer for our company. Before her involvement, we were struggling with the development of new applications for an instrument launch. Elena understood our challenges and created lasting and productive relationships with key opinion leaders to developed a tailored strategy to optimize scientific applications. The results have been significant. Within six months, we were able to have marketing-ready, scientific data that increased the number of leads in our sales funnel.

Her expertise extended to building our team. She developed and implemented an efficient interview and hiring plan that enabled us to quickly onboard highly qualified Field Applications Scientists and Field Service Engineers. Her creation of performance matrices and career coaching enhanced the skills and engagement of our existing team members.

I highly recommend BioCustomer Support Solutions services to any business looking to reach its full potential.

Paul DiGregorio, VP Commercial

NanoCellect Biomedical, Inc.

SKILLS

Industry Knowledge

 Customer Experience

  • Customer Satisfaction

  • Voice of the Customer - Product Feedback Loop

  • Account Management

  • Training Services

  • Managed Services

  • Technical Support

  • Paid Service Packages

  • Field Services

  • Incident Management

  • Product Demonstration

  • Installation & Training

  • Onboarding

 Product Development & Launch

  •  WOLF Cell Sorter

  •  WOLF G2® Cell Sorter

  •  N1 Single Cell Dispenser

  •  CS1 Chiller Stirrer

  •  Microfluidic Cartridges

  • WOLFViewer Software

  • VERLO® Imaging Cell Sorter

  • CellVantage® Software​

  • Benchling - Notebook, Registry, Inventory, Molecular Biology, Insights, Workflows

 Performance Metrics & KPIs

  • Field Applications

  • Customer Support

  • Customer Service

  • Customer Success

  • Distributors & Offshore Partners

  • Product feedback

  • Knowledge management

Knowledge Management

  • Digital Transformation

  • Knowledge Centered Service Methodology

  • Help Center

  • Knowledge Base

  • Newsletter

  • Technical writing

  • Video scripting and storytellling

Team Leadership

  • Hiring

  • Onboarding & Training

  • Performance Management

  • Mentorship & Career Growth

Tools & Technologies

Customer Relationship Management​

Omnichannel - email, chat, phone, webform​

  • Zendesk

  • Salesforce

  • Intercom

  • 8x8 Business Phone

  • Gainsight CS

  • Hubspot

  • Acumatica ERP

  • JIRA (Zendesk, Slack and Acumatica Integration)

  • TeamViewer

  • PagerDuty

  • Constant Contact

Project Management & Collaboration

  • Asana

  • Monday.com

  • Airtable

  • Lucidchart

  • Figma

  • Microsoft 365

  • Google Workspace

  • Zoom

  • Slack

  • Canva

Knowledge Management

  • Zendesk

  • Intercom

  • Slab

  • WordPress, Wix

  • Hubspot

 Product Usage & Data Analysis

  • Heroku

  • Mode

  • Product Board

  • Excel

  • Zendesk

  • Intercom​

 Hiring, Onboarding & Performance Management

  • Greenhouse

  • Gusto

  • Lattice

  • Lessonly

  • Chorus

EXPERIENCE

Customer Support Leader - Benchling - SaaS Biotechnology

$6B valuation,  1,000+ customers

At Benchling, I drove efficiency and improved customer satisfaction through strategic operations and team leadership. I oversaw the global omnichannel support strategy, encompassing chat, email, web forms, and knowledge management solutions. I managed offshore partners and acted as a key operational leader, enhancing support operations scalability and efficiency.

Key Achievements

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People management & leadership

  • Contributed to grow the support team 180% in 20 months.

  • Revamped the onboarding and training programs; implemented continuous coaching and performance reviews; 50% of direct reports promoted to senior roles.

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Operational excellence

  • Led support tool migration (Intercom to Zendesk); achieved:

    • 50% reduction in first response time

    • 58% reduction in resolution time

    • 20% increase in agent tooling satisfaction

    • 95% CSAT.

  • Implemented AI-driven Knowledge-Centered Service (KCS) program to shift to a demand-driven, self-service model.

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Vision & strategy ​

  • Co-led the creation and launch of Customer Success Packages to enable enterprise customers with digital transformation.

Director of Customer Support - NanoCellect Biomedical - Biotechnology Instrumentation

$2.8M valuation,  100+ customers

At NanoCellect, I oversaw all aspects of customer support, service and field applications, from pre-sales through post-implementation, including distributor support. My work spanned diverse channels, encompassing phone, email, and web-form interactions, ensuring an exceptional experience throughout the customer journey.

Key Achievements

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People management & leadership

  • Built the support organization from the ground up, including technical support specialists, applications scientists, and field service engineers.

  • Managed remote, global team performance and career development; 80% of direct reports progressed into leadership roles.

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Operational excellence

  • Transitioned support operations from spreadsheet records to cloud-based tooling (Zendesk), achieving >90% customer satisfaction.

  • Implemented an ERP system to connect support service with sales and manufacturing data.

  • Developed a customer knowledge base with self-service resources, including video tutorials.

  • Designed and implemented an onboarding and support model for international distributors, onboarding 8 distributors in 1.5 years.

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Vision & strategy ​

  • Commercial team founding member and Customer Support department founder.

  • Created Voice of the Customer programs to translate customer insights to engineering, marketing, sales and executive teams.

  • ​Created the analytics and KPIs used to evaluate support service, product performance, and distributor performance, driving proactive measures.

  • Contributed to the launch of 3 new products, collaborating with QA, product and engineering, to test new system capabilities, identify defects and drive new features.

As Field Application Scientist, I bridged the gap between technical expertise and commercial excellence, acting as a liaison between customers, sales, and product development.

Field Applications Scientist- NanoCellect Biomedical - Biotechnology Instrumentation

Key Achievements

​

​​​Operational excellence

  • Created and delivered technical presentations to promote product capabilities and applications.

  • Develop a product demonstration workflow, implemented a Statement of Work process improving lead qualification and demo success.​

  • Designed a product installation process and instrument testing protocol that increased 30% installation success.

  • Created a customer onboarding program, including customer product training, online and onsite.

  • Collaborated with engineering and manufacturing to create processes to report customer issues and develop repair protocols.

Applications Scientist- NanoCellect Biomedical - Biotechnology Instrumentation

I joined NanoCellect Biomedical as one of the first company employees and rapidly became a product development expert, collaborating effectively with engineering and operations teams to enhance the robustness of the WOLF Cell Sorter platform, cartridges and consumables.

Key Achievements

​

​​​Operational excellence

  • Formed strong relationships with key opinion leaders and beta-customers, developing 3 new application notes for marketing purposes.​

  • Collaborated with Product and Engineering to create new product features, reported product issues, and supported product launches via testing to improve usability.

  • Wrote instrument and software manuals, best practices, and technical troubleshooting documentation.

During my time of postdoctoral work, I studied the physiological role of the EphA4 receptor and its ligand ephrinA3 in various biological systems, including neuron-glia communication. My discoveries were applied to drug discovery and led to the publication of 3 papers.

Postdoctoral Associate - Sanford Burnham Medical Research Institute

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EDUCATION

RECOGNITIONS

SCIENTIFIC PUBLICATIONS

  • Oct 2023 - Lipidation and PEGylation strategies to prolong the in vivo half-life of a nanomolar EphA4 receptor antagonist - European Journal of Medicinal Chemistry

  • Jun 2016 - Modifications of a Nanomolar Cyclic Peptide Antagonist for the 2 EphA4 Receptor To Achieve High Plasma Stability - ACS Medicinal Chemistry Letters

  • Nov 2013 - Attenuation of Eph Receptor Kinase Activation in Cancer Cells By Coexpressed Ephrin Ligands - PLoS One 

  • Mar 2012 - Profiling Eph receptor expression in cells and tissues: a targeted mass spectrometry approach - Cell Adhesion and Migration

  •  Jan 2011 - Posttranslational modifications as versatile regulators of parkin function - Current Medicinal Chemistry 

  • Apr 2010 - Use of kinase inhibitors for the preparation of pharmaceutical compositions for treatment of Parkinson's disease, pharmaceutical compositions and diagnostic procedure for     Parkinson's disease - Patent ES WO2010/034863 A1 

  •  Mar 2009 - Combined kinase inhibition modulates parkin inactivation - Human Molecular Genetics

  • Sep 2007 - Mechanistic insight into the dominant mode of the Parkinson's disease-associated G2019S LRRK2 mutation - Human Molecular Genetics

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