Hi - My name is Rachel Lytton!

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Skills 

Customer Support Operations, Team Leadership and Management, Regulatory Compliance , Training & Development, Reporting & Documentation, Executive Communication, Process Improvement, Budgeting & Forecasting

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Software 

Zendesk (Administrator), Salesforce CRM, Intercom, Jira, Asana, Google Suite, Microsoft Suite. 

Professional Experience

Benchling, Seattle, WA
Support Leader    2021 — Present
Drive performance of and direct remote and hybrid support teams while focusing on multichannel customer support across messaging and email platforms. Manage recruitment, coaching, and performance development for team members. Spearhead project management initiatives to streamline processes. Implement resource planning techniques to forecast headcount and department growth capacity. Collaborate with various departments and teams to finalize customer agreements. Oversee regional budget allocation for tool implementation, event planning, and team travel expenses. Partner with leadership team to craft and implement both short-term and long-term departmental strategies.

• Enhanced initial response time from nearly 14 hours to approximately five hours and elevated average customer satisfaction (CSAT) score from 3.5 to 4.3 within two-year duration. 

• Decreased annual customer ticket volume from 40K+ to under 15K by implementing Zendesk as ticketing and knowledge base system.

• Reduced average ticket resolution by over 40% and established AI strategy through launch of Knowledge Center Service and intelligent swarming.

• Expanded global team headcount to over 35 members, driving a 40% increase in employee engagement over two years.

• Increased SLA adherence to over 80% within six months by developing and implementing 24/7 support, planning global resources, and forming vendor relationships.

• Slashed customer resolution time by 20% within one year through partnership with engineering team to create effective processes.

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Bristol Myers Squibb, Seattle, WA
Manager, Scheduling & Logistics    2018 — 2021
2020 — 2021
Managed six-member remote team to provide omnichannel support for clinical and commercial CAR-T immunotherapy products, covering call center, email, and portal services. Oversaw people management including hiring, training, and mentoring talent for company. Guided and partnered with over five new supervisors from various global regions such as EMEA and APAC. Developed and implemented commercial SOPs and work quality enhancement initiatives. Maintained and updated system master data. Executed five GXP-compliant cell therapy scheduling ticketing system deployments within Salesforce.

• Increased department size by 15% by recruiting and onboarding 8 full-time employees and two contractors within six months.

• Reduced customer site escalations by 10% by optimizing commercial escalation processes and providing on-call escalation leadership.

• Achieved over 35% on-time delivery for all clinical and commercial products for more than one year.

 

Supervisor, Scheduling & Logistics    2019 — 2020

• Oversaw delivery operations for four direct reports and coordinated scheduling for regular and on-call shifts. Developed training initiatives and materials for newly hired employees. Crafted and revised 10 SOPs and controlled documents in GMP/GXP settings for new product introductions, system upgrades, deviations, and CAPAs. 

• Achieved 99% on-time apheresis delivery by implementing round-the-clock shift coverage.

• Led implementation of external training programs and supported onboarding of 85% of clinical sites for new external scheduling portal.

• Attained 100% onboarding success rate for new hires within six months by designing and executing comprehensive onboarding program.

• Guided and empowered four team members to attain 95% success rate in delivering all 12 global clinical products.

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Patient Scheduling Specialist II    2018 — 2019

Provided customer support through addressing client queries and resolving issues. Managed daily telephone and email correspondence with clinical cell therapy sites. Documented all interactions in Salesforce GXP-compliant patient scheduling system. Collaborated with Apheresis Operations, QA, Clinical Operations, vendors, and CMOs to facilitate smooth cell therapy patient journey from collection to delivery.

• Exceeded 95% on-time delivery target and achieved 99% transportation success for 12 clinical products.

 

Nanostring Technologies, Seattle, WA
Sales Order Administrator I and II    2015 — 2018
Interacted with customers to gather order details through email and phone communication. Provided product, service, and order information to clients, sales teams, and suppliers. Oversaw compilation of order and supply chain data into Excel report. Conducted mock and FDA audits, serving as departmental subject-matter expert. Facilitated presentations to convey department procedures to in-house sales teams.

• Reduced email traffic by 1% through effective data management and reporting.

• Retained 95% accuracy while inputting data into Microsoft Dynamics NAV ERP system.

 

Education

Bachelor of Science in Environmental Science
University of Oregon, Eugene, OR

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Master of Business Administration
Boston University, Boston, MA

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For Fun 

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I spent most of my life growing up and thriving in the natural environment of in the Pacific Northwest. My favorite activities include motorcycling around with my fiancé Alex, hiking, running half marathons, gardening and volunteering to support environmental education in my local community.