Tom Asher Email & Phone Number

South San Francisco, California, Us

A demonstrated record of success and achievement at this biotechnology company that manufactures synthetic DNA and DNA products for a wide range of industries, marked by a series of promotions to positions of increased influence, authority, and accountability. Valued as a top servant leader capable of scaling and leading a team to keep pace with 40% annual growth for four consecutive years.- Pioneered the launch, growth, and continued leadership of the global support function from the ground up, dedicated to delivering exceptional client experiences.- Established and manages teams engaged in customer support, scientific technical support, and key account management.

South San Francisco, California, Us

South San Francisco, California, Us

Alameda, California, Us

- Retained as a trusted advisor and subject matter expert, providing guidance and direction on Customer Success strategies to the leadership of this provider of blood-derived cells and services for immune and cell therapy research and development.- Served as the architect of a strategy to transform the performance of a world-class Customer Success team of 20 professionals designed to be the single point of contact for all customers.

Joined a private equity-backed venture in a key executive leadership role, building out operational infrastructure and leading the merchandising of its holistic healthcare offering. Led the sourcing of 85 consumer products in the Emerging Wellness industry.- Introduced a framework of more than 25 standard operating procedures to govern inventory sourcing and management, order processing, order fulfillment, transaction processing, the Customer Care process, and inquiry logging and resolution.- Formulated a comprehensive end-to-end customer journey map.

Frisco, Texas, Us

Led vision, strategy, and execution for all facets of customer engagement for this provider of outsourced contact center services. Scope of accountability included business development, Go to Market guidance, client services, and consulting.- Positioned the company as an industry thought leader through speaking engagements, blog posts, and video interviews. Pitched more than 200 companies on the corporation’s vision and mission to transform the industry, and continually refined the value proposition to meet the needs of the market.- Authored a whitepaper that was read by more than 1500 industry professionals.- Worked with industry leaders to produce three full-length interviews detailing the customer experience, reaching an audience of thousands of customer care professionals.- Credited with winning and onboarding a groundbreaking healthcare client.

Led the development of a mobile app for customer care designed to address the complaint resolution challenges of companies in the CPG and Food & Beverage industries. Oversaw operations, product development, sales, marketing, and the onboarding and continuing management of client relationships. Recruited based on experience in entrepreneurial operations, customer support, and an extensive network of professional contacts with CPG companies.- Managed the relationship with an outsourced software engineering firm to build the app, and led pilot tests with 125 employees. Led market research with more than 5000 consumers to gather the Voice of the Customer to influence product development.- Worked with a vendor to build a database of 350,000 CPG products.- Negotiated a partnership with the 2000-member SOCAP organization to promote the app in its publications, webinars, and conferences.- Retained digital advertising agencies to create marketing videos, infographics, and sell sheets. Orchestrated marketing campaigns across Facebook, YouTube, and Google. In the first four months, the YouTube video garnered 5000+ views.- Successfully closed sales to three CPG companies, each with more than $10B in annual revenue.

San Francisco, Ca, Us

Sunrun is the largest residential solar power service provider in the U.S. (sunrun.com)Joined Sunrun as a start-up and built in-house Customer Care function from ground up, analyzed internal costs and successfully outsourced extraordinarily complex processes to support fourfold increase in customer base and revenue. Oversaw 65 headquarters and outsourced staff.• Hired, trained, developed 35 staff at headquarters.• Evaluated, selected and implemented domestic outsourced call center with 30 representatives to enable company to scale and reduce customer service costs by 35% while maintaining quality.• Developed robust SalesForce service cloud CRM functionality with extensive customer issue tracking and reporting.• Built out advanced telecom capability.• Created contact center reference tool with over 200 policies and procedures.• Formed customer insights function to drive company-wide awareness of customer pain points.• Successfully managed 140% contact volume spike over a three month period due to company billing system and website complications.

San Francisco, California, Us

Directed all aspects of consumer service operations in U.S., Canada, Mexico and Brazil. Mentored, coached and trained a 93-person staff, comprised of both internal and outsourced employees. Took over management of outsourced ecommerce call center vendor. Developed benchmarks, protocols, and strategic direction for new programs including Latin America expansion. Oversaw contact center management and contract renegotiations, quantitative and qualitative consumer data mining, risk mitigation and resolution of highly escalated consumers. • Centralized customer care for U.S., Canada, Mexico and Brazil, saving over $100,000 per year and vastly improving experience for non-U.S. customers.• Took over administration of failed Dockers® sales promotion and bankrupt promotion management vendor. Successfully resolved over 2,000 highly escalated consumers, minimized adverse publicity for Dockers® brand and averted class action lawsuit. Resolved 25 Attorney General filings and 100 BBB filings over 12-month period. • Reduced turnaround time of Levi’s® product quality inspections from 4 weeks to 1 day through skillful intervention and subsequent consensus building, despite challenging union employee environment. • Built and cultivated mutually profitable relationship with Levi’s® retail store VP of Operations, expertly leveraging contact center expertise to pioneer cutting edge sales model; result was 10-15% comparative store increases.

San Francisco, California, Us

Guided short and long-range planning of U.S. and Canada consumer service operations. Provided decisive leadership and direction for 40 consumer relations staff. Managed $4.4 million annual budget and 550,000 consumer contacts, establishing and monitoring critical key performance indicators and CRM tools to drive achievement of global revenue and business growth objectives. Developed and executed cost reduction initiatives while ensuring maximum customer service and brand loyalty.• Directed extensive call center vendor assessment and selection (RFP) process, resulting in 25% cost reduction ($1.8 million) and 60% workforce reduction, while maintaining employee morale and world class consumer satisfaction scores.• Transformed reactive contact center to proactive, consultative model. • Fueled $1.4 million profit in 2003 by enhancing consumer product reporting and insights for men’s Levi’s® brand. • Completed prestigious vendor selection training by COPC, the industry’s most recognized and respected expert in call center auditing.

San Francisco, California, Us

Spearheaded 3 Consumer Insights research managers in successful execution of U.S. market research initiatives for Levi’s and Dockers brands. Defined and directed project goals, objectives, critical success factors, milestones, and risks. Evaluated and selected research suppliers, orchestrating consumer segmentation studies to drive product enhancements and maintain/increase share within highly competitive market.

San Francisco, California, Us

Launched and managed Andy Warhol X Levi’s® super premium jeans line while serving as Senior Manager of Consumer Relations

Chandler, Arizona, Us

Served as Treasurer, Vice Chairman and then Chairman of the Board of SOCAP (www.socap.org), the largest Customer Care professional association in the U.S. Hired and managed incoming Executive Director.

San Francisco, California, Us

Built and launched company’s first direct-to-consumer ecommerce call center. Led and motivated team of 3 direct reports, expertly coordinating the testing and implementation of order processing software. Standardized and benchmarked sales and service policies. Generated $2 million in sales.

Bachelor’S Degree, Sociology

Master Of Business Administration (M.B.A.), Management