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.

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.

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.

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.

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.

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.
• 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.

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.
• 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.
• 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.

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.
• 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.
• 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.

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