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
 

Dot Compliance – Seattle, WA

Senior Support Manager, North America | 2024–Present

Lead and execute the North America support strategy for an eQMS B2B SaaS company. Direct a remote team of 5, delivering multichannel customer support and aligning regional performance with global objectives.

• Coached, mentored, and empowered team members to achieve a 98% first-response SLA, demonstrating excellence in responsiveness.

• Rebalanced workload across the team by setting clear expectations and providing individualized guidance, which improved next reply time SLA adherence to 80% within 3 business days.

• Reduced support backlog from 3 weeks to 2.5 weeks, enabling faster resolution times and smoother team operations.

• Elevated CSAT from 92% to 96% in just six months by driving performance clarity, accountability, and customer focus across all team functions.

Environmental Science Center – Seattle, WA
Vice President Board of Directors  | 2023–Present

Advise on strategic direction, fiscal oversight, and fundraising to support science education in the community. Act as a public ambassador and provide governance across operational and compliance areas.

• Secured $20K+ in funding in 6 months to fully fund the 2025 Beach Heroes program.

• Provide financial and strategic guidance to the Executive Director.

• Review bylaws, legal, and tax documentation to ensure full compliance.

• Cultivate partnerships and broaden ESC’s visibility within the region.
   

Benchling – Seattle, WA

Support Leader | 2021–Present

Directed performance and development of hybrid support teams. Led initiatives across recruitment, coaching, and resource planning to drive excellence in multichannel operations.

• Accelerated first response time from 14 to 5 hours and elevated CSAT from 3.5 to 4.3 (out of 5) within two years.

• Reduced annual ticket volume from 40K+ to under 15K by implementing Zendesk and launching a KCS-based knowledge base.

• Improved resolution time by 40% by deploying AI tools and intelligent swarming.

• Expanded global support team to 35+ members, boosting engagement scores by 40%.

• Implemented 24/7 support model and increased SLA adherence to 80%+ in six months.

• Partnered with engineering to streamline triage processes and cut customer resolution time by 20%.
   

Bristol Myers Squibb – Seattle, WA

Manager, Scheduling & Logistics | 2020–2021

Oversaw a remote team supporting CAR-T cell therapy logistics across global markets. Championed cross-functional SOP development, compliance oversight, and scheduling system deployments.

• Recruited and onboarded 10+ staff, growing department size by 15% in six months.

• Reduced commercial site escalations by 10% through escalation process refinement.

• Maintained 35%+ on-time delivery for clinical and commercial therapies for over 12 months.
   

Supervisor, Scheduling & Logistics | 2019–2020

Guided cell therapy patient scheduling for round-the-clock clinical logistics. Designed and implemented SOPs for new product introductions, deviations, and GxP compliance.

• Achieved 99% on-time apheresis delivery by introducing 24/7 shift coverage.

• Developed external training program and facilitated onboarding for 85% of clinical sites.

• Led comprehensive onboarding program, resulting in 100% new hire success rate.

• Supported global clinical delivery with 95% on-time execution across 12 therapies.
   

Patient Scheduling Specialist II | 2018–2019

Delivered high-touch customer support for clinical sites via phone and email. Collaborated with cross-functional stakeholders to manage patient scheduling and logistics.

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

NanoString Technologies – Seattle, WA

Sales Order Administrator I & II | 2015–2018

Interfaced with customers and internal teams to process orders, ensure supply chain accuracy, and prepare for regulatory audits.

• Streamlined reporting workflows, reducing email traffic by 10%.

• Maintained 95%+ data accuracy in ERP entry using Microsoft Dynamics NAV.

• Served as SME for departmental audits and presented process documentation to internal stakeholders.

 

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 grew up immersed in the natural beauty of the Pacific Northwest, where my love for the outdoors and sense of adventure was first inspired. Whether I'm motorcycling through winding backroads of Washington, hiking forest trails, or training for my next half marathon, I love moving my body and enjoying nature. At home, I unwind by gardening and giving back to my community—especially through volunteer work that supports environmental education for everyone and helps inspire the next generation of natural stewardship. I also love to create through whipping up a new quilt or writing a short poem in my backyard.