In this episode of Inside VNA, meet Michelle Elkin, a key connector in Viscosity’s operational chain, seamlessly bridging quality assurance, process engineering, and marketing communication. From structuring complex workflows to refining customer-facing content and collaborating directly with developers, Michelle brings clarity and cohesion to fast-moving projects. Her journey from financial services to Guatemala and ultimately to Viscosity adds a human dimension to the technical work she supports every day.
Everyone who works with you knows you bring structure into chaotic situations. Where does this skill come from, and how do you approach organizing projects that start off messy?
Oh, that’s a great question. It comes from the early part of my career, when I was often involved in launching new projects. I had to create documentation, define steps, and organize everything from the ground up. My graphic design education also trained me to bring order into creative or chaotic work. Later, at a financial services firm, I helped build two departments and documented every process as we learned it, and later helped train and onboard new associates. That experience showed me how much smoother teams work when things are clear. Now it’s simply how I operate: organize, document, and improve so the team can move forward efficiently.
You supervised a support team of 23 people at Edward Jones. What part of that leadership do you still use at Viscosity?
Leading a team that size taught me communication and patience. People learn and respond in different ways, so you have to listen and support them in the way that works for them. I carry that with me at Viscosity. I check in, make sure expectations are clear, and try to help before something becomes an issue. The environment is different, but the leadership approach is the same.
How did you eventually end up working at Viscosity?
It’s a fun story. I had just recently moved to Guatemala for my fiancé and was adjusting to a new country while caring for our baby daughter at the time. During a trip home to St. Louis, I was flying back with a friend, now business partner with Inspire Me Latin America, who happened to meet Jerry Ward, Viscosity’s CTO, on the plane. She told him about my QA and client service background and handed me his business card.
We met briefly in the customs line, and he encouraged me to send my résumé. When I got back to Guatemala, I emailed him, and the next business day, I interviewed with Erik Espinoza. They saw where my previous experience could help with QA, processes, and onboarding, and brought me on.
Soon after, the team also needed support in marketing, and I naturally shifted into that role. It has been a great fit, and I feel very fortunate to have found work I enjoy while building a life with my family here.
You move fluently between QA, marketing, and instructional design. Do these roles communicate with each other in your mind?
They do. Marketing strengthened my writing and editing skills, which helps with documentation in QA. In my previous role, I often took technical details and rewrote them in plain language for our service specialists, and my training experience taught me how to simplify information so it’s easy to follow.
I can move between these roles because the teams support one another. When I’m focused on QA for customer work, the marketing team steps in to support me, and when I shift back, I support them again. That collaboration makes it possible to move smoothly between both roles.
You’ve been engaged in working on a major project in the medical device industry. What did it teach you about how people learn and how teams should communicate?
Working closely with developers and project managers gave me a much clearer view of how important communication is, especially in a project where multiple teams were working toward a shared goal. Weekly sprint planning showed me how essential it is to define expectations, understand what the client wants, and identify where improvements are needed.
My responsibilities included documentation, QA of our applications, and collaborating regularly with their documentation specialist to align with FDA guidance. It taught me how much people learn by doing and how each role relies on others. It was a very rewarding experience.
You’ve said you love marketing. What part of it do you enjoy the most?
What I love most is the connection it creates with customers, partners, and the Oracle community. Whether we’re hosting webinars or talking with Oracle executives, you hear perspectives you wouldn’t get otherwise. People in this community are incredibly warm and open.
And of course, our team at Viscosity is amazing, but it’s also great connecting with others who think so highly of them. That collaboration is my favorite part. The Oracle user groups make it even more fun.
You’re known for quality, both technical and linguistic. What do you enjoy more, catching a bug or catching a typo, and why?
Catching a bug. It’s always better to find it before it reaches the client, and it often helps the developer too. Fixing it, testing it again, and seeing everything work the way it should is very rewarding.
Within Viscosity’s culture, how would you define your role?
My official role is marketing coordinator and quality assurance engineer. I jump back and forth, but my main role is with marketing and working with Monica Li daily. Her experience across industries inspires me, and we’re always learning new things about reaching our audience in a world where technology is rapidly changing.
At the same time, I support QA through documentation, onboarding, and training. It all blends together.
Inspire Me Latin America feels personal, almost like your creative baby. How did it start, and what does it represent to you today?
It began when a friend visited me during my first year in Guatemala. I showed her some of my favorite local boutiques, and she said people in the US would love these products. That sparked the idea. I started reaching out to artisans on Instagram and was surprised by how welcoming they were.
We first worked with women in Guatemala City, then expanded to the indigenous artisans I met while traveling. Many rely on tourist sales and don’t have the resources to sell online, so we try to bridge that gap and pay them fairly for their work.
The project grew during the pandemic through social media, and even though it has slowed because my friend, now business partner, and I are busy with our careers, the mission remains the same: reduce barriers, support economic independence, and help these artisans share their beautiful products beyond Guatemala.
What podcasts, books, or resources help you stay focused or inspired?
Lately, I’ve become a big fan of the Mel Robbins podcast. She covers everything from health habits to daily routines and personal growth, and I find her really therapeutic to listen to, especially when I’m working out.
Her book "The Let Them Theory" was also inspiring for me. Right now, she’s my main go-to, so I’ll keep it simple and leave it at that.
I think it gives a lot of value. Before we wrap up, you mentioned you didn’t really talk about your family. Do you want to share anything about your family?
Yes! I moved to Guatemala for my fiancé, for love. I could write a whole romance novel on how we met and the story that led me here. And now we have two beautiful children. I feel so fortunate to have had the opportunity to find a new home and find a role at Viscosity.
I found a very comfortable career to continue and to be able to balance time with my children and my husband. In our free time, we love to travel around Guatemala, find different adventures, and make new memories as a family.
Michelle Elkin is a Quality Assurance Engineer and Marketing Coordinator at Viscosity and brings 13 years of experience improving processes, elevating product quality, and strengthening teams across service delivery, software testing, and digital marketing.
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