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 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.

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 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.

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, 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.

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 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.

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 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.

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 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.

Bachelor Of Arts, Major: Journalism / Minor: English

Bachelor'S, Journalism