Penny Catlin has over 29 years of experience in management roles at Thermo Fisher Scientific including managing customer care operations, information technologies infrastructure, eBusiness programs, and serving as a program manager for the Bioproduction Division Program Management Office. She has a track record of leading projects to optimize processes, enhance systems, and deliver results to meet business objectives. Her experience includes managing various teams, customer contact centers, and internal support operations.

1. Penny Catlin
Summary of
Experience
Twenty-nine years with an American multinational biotechnology products and services company.
Includes management roles in Customer Care (14 years) and Information Technologies Infrastructure
(7 years); and program management roles in eBusiness (3 years) and the Bioproduction Division
Program Management Office (5 years). Skilled in managing various customer contact center and
internal support operations, including on-site and remote team building and staff development. Sound
ability to influence and drive change through exceptional use of written communications and technical
acumen. Track record of establishing vision, leading process optimization and system(s)
enhancement projects, and delivering results that meet customer experience business objectives.
Work
Experience
Thermo Fisher Scientific, Life Sciences Solutions
Life Technologies Corporation | 3175 Staley Rd. Grand Island NY 14072, USA
Sr. Program Manager, Gibco™ Cell Culture Custom Media 2010-present (staff 15)
 Responsibilities: Bioproduction PMO Inquiry- to-Order project management team, including
Media Network make-to-order process owner accountabilities for Grand Island, NY and Inchinnan,
UK manufacturing sites. Primary liaison to Sales, Site Operations, Quality, and Regulatory
stakeholders. Business process improvement and custom order database system enhancement
projects (Agile ITO dedicated workflow v9.3.1). Key objectives include meeting unique complex
requirements, forging strong customer relationships and providing a seamless customer
experience to the Biopharmaceutical and Research markets.
 Key Results: Led business through two year Customer Facing Documentation harmonization project;
launched harmonized Media and Buffers Request Form, Global Quote, and Global Approval Packet
across Media Network. Launched Customer Scorecard Program for key Bioproduction accounts,
Enabled repeat custom SKU ordering via the web; shifted $1M+ revenue in first year to the B2B
eCommerce channel.
 Recognition: “Game Changer of the Year” PMO Leadership Award, 2012 (Silver-Rewards@Life).
Sr. Program Manager, eBusiness 2007-2010 (staff 7-23)
 Responsibilities: Global Web Support & Operations Team (Invitrogen & Applied BioSystems). Primary
point of contact for troubleshooting escalated web issues and maintaining customer satisfaction globally,
including eProcurement technology solutions implementations ($1.03M budget for B2B and online
Supply Center Management System web projects), production defect prioritization, and reduction of
web order manual intervention. Additionally, maintained dual role leading Customer Care Supply
Center and eCommerce teams (9 month assignment).
 Key Results: Reduced eCommerce held order manual intervention touches from 35% to 8%; achieved
Green Belt Certification. Grew B2B revenues 49% and 35% (2007-2008). Migrated B2B channel to
new Comergent “find and decide” (search) and “buy” (cart) platforms. Coordinated B2C customer
migrations to new platform with IT and Customer Care. Drove internal and customer facing process
improvements (upgraded consolidated invoicing processes, credit card order logic for all order
channels, and tracking of web ordered discontinued items).
 Recognition: Gained visibility for strengthening web support and partnership within EU region.
Sr. Manager, Information Technologies Infrastructure 2000-2007 (staff 4)
 Responsibilities: IT Service Desk Site Support (desktop and telecommunications 500+ users); site
telecommunications infrastructure and network call center software programming (Avaya EAS
Phone (716) 481-8179
E-mail pec42506@y ahoo.com
4124 Deer Lakes Driv e
Amherst, NY 14228

2. Work
Experience
Continued
vectoring, CMS reporting, Audix voice mail, eCAS call accounting and Witness call logging); cabling and
video conferencing installation and maintenance; North America wireless fleet (650 devices across five
providers), voice/data invoicing ($900K per month), and vendor contract negotiations.
 Key Results: Led telecommunications integrations [USA (Carlsbad, Madison, Eugene and Rockville),
Singapore, Brazil, China, and the UK] and outsourcing wireless device support project (Vercuity
achieving average savings of $24K per month). Expanded site support staff telecommunications
applications proficiency, and increased adoption of using third party supplier following corporate
transition to outsourced IT support model.
 Recognition: “CIO Ultimate Impact Award” – Integration Teams 2005”. Received honorable mention
“CIO MVP – Individual Contributor” for Wireless Outsourcing project 2005.
Manager, Customer Service 1995-2000 (staff 11-25)
 Responsibilities: Strategic Accounts, Supply Center, Order Support, and frontline Call Center teams.
 Key Results: Formed team dedicated to the unique requirements of store room, core facility, and
company sponsored Supply Center accounts. Increased Strategic Accounts team custom media
support; employed use of Operations’ custom order database (Access) and expanded team skillsets.
Developed top accounts’ consolidated invoicing requirements, and led implementation project.
Established “Self Metrics” program; achieved active CSR participation in monitoring key performance
indicators.
 Recognition: “Most Significant External Customer Service Effort” award for forming Supply Center
team.
Supervisor, Customer Service 1985-1995 (staff 10)
 Responsibilities: Call center operations including Address Book maintenance, reserve order
processing, open order reconciliation, financial and quality audit hosting, departmental
telecommunications’ requirements and project management support.
 Key Results: Implemented skills based routing (Avaya Expert Agent Selection/EAS) and credit card
processing software (PaylinX-Visa/ Mastercard and Payment Link -American Express). Led Address
Book conversion team for JD Edwards ERP system upgrade project. Developed CSR training records
Access database. Implemented “CSR of the Month” performance metrics and recognition program.
 Recognition: “Innovations & Improvements” award for streamlining credit card process and “Cash
Award” for leading Gibco-Bethesda Research Labs Address Book Consolidation project.
Early Career Two years of office management and administrative work with manufacturers of industrial dispersion
equipment and electronics respectively.
Education &
Certifications
SUNY at Buffalo, Amherst, NY
Bachelor of Arts - English Literature & Creative Writing, Class of 1983. Graduated Magna Cum Laude.
Information Systems Examinations Board (ISEB)
Foundation Certificate in IT Service Management, 2003
The George Washington University
School of Business and Public Management – Managing Projects, 2003
Invitrogen Lean Six Sigma
Green Belt Certification, 2008
BioTech Primer “BioImmersion”
Three day executive training on the Biotechnology Industry, 2008
Edith Poor, Author of The Executive Writer
Executive Presentation Skills Training, 2011