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Passionate and results-driven leader with extensive experience in driving customer-centric strategies and fostering operational excellence across diverse industries. Adept at building and leading high-performing teams to deliver exceptional customer experiences and drive business growth. Proven track record of transforming support functions into strategic assets, elevating customer satisfaction, and maximizing retention.As a seasoned executive, I've directed global teams to enhance customer care, technical support, and success initiatives for industry-leading brands. My approach emphasizes a deep understanding of customer needs and pain points, coupled with innovative solutions and data-driven insights to drive continuous improvement.In previous roles, I've spearheaded initiatives to elevate Net Promoter Scores (NPS) across multiple regions, optimized support capacities through strategic use of analytics and technology, and pioneered acquisition, adoption, and retention strategies. My expertise spans from formulating and executing innovative customer care strategies to leveraging real-time data and comprehensive modeling to inform and enhance omni-channel marketing efforts.Ready to elevate your customer experience and drive growth? Let's connect and explore how I can contribute to your team's success.
Trust & Will
View- Website:
- trustandwill.com
- Employees:
- 147
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Vice President, Member ServicesTrust & WillPoway, Ca, Us
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Customer Experience, Support, And Marketing ExpertConsultant Jun 2020 - PresentI drive customer-centric growth for SaaS and CPG brands by re-engineering tech stacks and workflows to enhance reporting, analytics, and organizational capacity. I champion customer support initiatives, ensuring high-quality service delivery and customer satisfaction. I implement innovative marketing strategies to elevate brand presence and foster consumer engagement. Additionally, I cultivate a culture of continuous improvement by analyzing customer feedback and integrating insights into business processes.Some of my accomplishments:• Re-engineered tech stack and workflows at Thrive Causemetics, significantly improving reporting, analytics, and voice of customer insights.• Transformed customer experience programs, resulting in heightened brand loyalty and user satisfaction. • Developed and executed marketing programs to propel brand growth and market penetration.
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Consultant / Vice PresidentPacifica Beauty Oct 2022 - Apr 2023Carpinteria, Ca, UsI revitalized the customer experience and digital marketing strategies for a $100M beauty brand, leading to significant improvements in web conversion and order value. Also, I spearheaded the launch of enhanced assisted support and digital content, resulting in a streamlined self-help system.Some of my accomplishments:• Reduced customer contact rates by 40% through innovative self-help solutions, contributing to efficient customer service approach.• Drove e-commerce growth by leveraging digital marketing expertise, achieving 20% increase in web conversion and 15% rise in average order value.• Implemented transformative customer support strategies, enhancing digital content and self-help resources. -
Senior DirectorThermo Fisher Scientific May 2022 - Nov 2022Waltham, Ma, UsI expanded the customer experience organization, focusing on scalable strategies and measurable outcomes. I spearheaded initiatives to elevate Net Promoter Score (NPS) across multiple regions, including NA, LATAM, AMEA, and APAC, ensuring consistent quality of service. Additionally, I analyzed real-time data to proactively identify and resolve potential customer experience issues, maintaining a high standard of customer satisfaction.Some of my accomplishments:• Reimagined customer experience strategy, setting new standard for global medical technology company's $13B division.• Enhanced customer engagement through strategic use of AI, resulting in substantial growth of $630M channel. -
Consultant / Vice PresidentCoola Aug 2020 - Apr 2022Carlsbad, California, UsI managed the customer experience and digital marketing strategy for a leading sun and skincare brand, elevating the support function into the primary driver of customer loyalty. Additionally, I led a transformative reimagining of the support experience, positioning the company as a key factor for customer Net Promoter growth.Some of my accomplishments:• Drove customer satisfaction (CSAT) scores up by 90%+ by drastically reducing first-response times.• Achieved substantial website conversion uplift of 40%+ through strategic digital marketing innovations.• Orchestrated 140% increase in support capacity by leveraging innovative solutions, process improvements, and cutting-edge technology.• Successfully hired as full-time Vice President after period of impactful consulting, demonstrating value and expertise. -
Vice PresidentClassy.Org Mar 2018 - Nov 2020San Diego, Ca, UsI revolutionized the customer experience across support, success, and care sectors for a SaaS fundraising platform, ensuring customer satisfaction and operational excellence. I led a dynamic team to double support capacity through the strategic use of analytics and technology, enhancing overall service delivery.Some of my accomplishments:• Drove 40% increase in donations through platform via aggressive innovation and customer engagement strategies.• Enhanced customer support efficiency, enabling team to handle doubled inquiries without compromising service quality.• Implemented operational rigor to reduce first response times by 60% and exceeded customer satisfaction rates by 90%.• Reduced time to benefit by 80% through redesigning initial SaaS user experience. -
Director Of Customer Experience And CareIntuit Dec 2012 - Nov 2017Mountain View, California, UsI directed a 350-person global team to enhance accountant care and gather small business insights, ensuring a top-notch customer experience for QuickBooks. I formulated and executed innovative strategies for Intuit Care, driving vision and setting rigorous standards. Additionally, I analyzed data meticulously to identify and rectify product and experience defects, optimizing overall customer satisfaction.I pioneered acquisition, adoption, and retention strategies, leveraging in-product behavioral triggers to boost customer engagement. Moreover, I employed real-time data and comprehensive modeling to inform and enhance omni-channel marketing strategies.Some of my accomplishments:• Achieved tNPS of 90 for accountant channel, setting Intuit record for support excellence.• Reduced TurboTax support contacts by 450K through strategic overhauls, enhancing customer self-service capabilities.• Decreased $370M in assisted support costs over three years by implementing cost-effective support solutions.• Increased QuickBooks attach and retention rates by 20% using targeted in-product prompts.• Led transformation of TurboTax support, notably improving the in-product, social, and community customer experience.
Chris Gast Skills
Chris Gast Education Details
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Humboldt State UniversityMajor: Journalism / Minor: English -
Humboldt State UniversityJournalism
Frequently Asked Questions about Chris Gast
What company does Chris Gast work for?
Chris Gast works for Trust & Will
What is Chris Gast's role at the current company?
Chris Gast's current role is Vice President, Member Services.
What is Chris Gast's email address?
Chris Gast's email address is cg****@****ssy.org
What is Chris Gast's direct phone number?
Chris Gast's direct phone number is +185852*****
What schools did Chris Gast attend?
Chris Gast attended Humboldt State University, Humboldt State University.
What skills is Chris Gast known for?
Chris Gast has skills like Lead Generation, Analytics, Strategy, Direct Marketing, Product Marketing, Leadership, Product Management, Marketing, Saas, Management, Go To Market Strategy, Sales Operations.
Who are Chris Gast's colleagues?
Chris Gast's colleagues are Henry Frank, Suhas Jagannath, Katie Anderson, Meagan Manion, Kristin S., Alexandria Coleman, Tyler Bowen.
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