Chris Gast Email & Phone Number

Poway, CA, US

• I 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.
• 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.

Carpinteria, CA, US

• I 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.
• 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.

Waltham, MA, US

• I 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.
• 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.

Carlsbad, California, US

• I 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.
• 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.

San Diego, CA, US

• I 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.
• 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.

Mountain View, California, US

• I 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.
• 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.

Bachelor Of Arts, Major: Journalism / Minor: English

Bachelor'S, Journalism