Summary
Overview
Work History
Education
Skills
Timeline
TOOLS & PLATFORMS
Generic

ASHER VAUGHN

Buda,TX

Summary

Dynamic Customer Success leader, adept at scaling support operations and spearheading innovative solutions in SaaS settings. Demonstrated success in elevating customer satisfaction rates above 90%, while expertly managing and growing diverse teams. I excel at providing strategic insights in business planning and effective cross-functional collaboration. In high-stakes environments, I consistently deliver results and drive significant process improvements.

Overview

7
7
years of professional experience

Work History

Sr. Director, Customer Support

Restaurant365
05.2024 - Current
  • Oversee a large, multi-layered department of 100 agents, 16 managers, and 4 directors across multiple product lines, including Integrations, Fintech Operations, and Engineering Support. I drive strategic initiatives and operational excellence while navigating complex team structures and cross-functional challenges.
  • Implemented an AI Sentiment Analysis software (Support Logic) that helped increase CSAT from 92% to 96% and decrease escalations by 15%
  • Streamlined customer onboarding for AP Payments product leading to our Time to First Value decreasing from 50 days to 17 days on average

Associate Director, Customer Support

Restaurant365
10.2023 - 04.2024
  • Acted as Freshdesk administrator over the last 3 years with extensive experience optimizing Freshdesk for an efficient customer support experience.
  • Worked with Product team to roll out a new customer-facing Idea portal to collect feedback on the product. The new portal saw a 15% increase in engagement from customers
  • Rolled out an AI chatbot in our chat channel, achieving a 16% deflection rate across all Tier 1 and Tier 2 contacts.

Sr. Manager, Software Support

Restaurant365
04.2021 - 09.2023
  • Consistently achieved over 92% in Customer Satisfaction and 90% 1-Day Resolution rates across teams, demonstrating commitment to world-class customer support standards.
  • Implemented a new chat strategy that streamlined operations, reducing average response time to under 2 minutes.
  • Collaborated with Onboarding, Adoption, Product, and Engineering teams to identify and resolve the top product issues impacting the CS organization.
  • Oversaw integration of Support teams after acquisition of Compeat

Manager, Software Support

Restaurant365
07.2018 - 04.2021
  • Created onboarding plan that reduced the average time to proficiency for agents by 3 weeks
  • Implemented an Offshore Support team that reduced per agent cost by 48% while maintaining a high level of service
  • Reduced weekly tickets per active users from 9% to 3% through knowledge base improvements, enhanced error messaging and self-service tool tips

Education

Master of Business Management -

Indiana University - Kelley School of Business

Bachelor of Exercise Sports Science - Health & Fitness Management

Texas State University

Skills

  • Project Management
  • Training and Development
  • Leadership
  • Customer Experience
  • Change Management
  • Critical Thinking
  • Customer Journey
  • Financial Planning
  • Cross Functional Leadership

Timeline

Sr. Director, Customer Support

Restaurant365
05.2024 - Current

Associate Director, Customer Support

Restaurant365
10.2023 - 04.2024

Sr. Manager, Software Support

Restaurant365
04.2021 - 09.2023

Manager, Software Support

Restaurant365
07.2018 - 04.2021

Bachelor of Exercise Sports Science - Health & Fitness Management

Texas State University

Master of Business Management -

Indiana University - Kelley School of Business

TOOLS & PLATFORMS

  • Salesforce
  • Freshdesk
  • Atlassian (Jira/Confluence/Trello)
  • Monday.com
  • Support Logic

Similar Profiles

CREATE PROFILE