Tom Asher Email Address

Vice President, Global Support

Twist Bioscience has developed a proprietary semiconductor-based synthetic DNA manufacturing process featuring a 10,000-well silicon platform capable of producing synthetic biology tools, including genes, oligonucleotide pools and variant libraries.

Customer Care / Customer Experience / Customer Success Executive with 20 years of experience in “Operationalizing Love” - creating high quality and consistent customer experiences for both large and small organizations that need to dramatically scale and/or improve efficiencies. Highly effective leader and strategic planner with extensive strengths in entrepreneurship, brand building, improving quality and reducing costs through co-sourcing and outsourcing. •Led development and launch of innovative smart phone customer service app for the consumer packaged goods industry. •Built customer care function for Sunrun, now the country’s largest residential solar company, to support four-fold increase in customer base and revenue within 2+ years while maintaining high service quality. •Resolved 2,000 highly escalated Dockers® consumers and mitigated class action lawsuit. •Reduced Levi’s® customer care workforce by 60% and budget by $1.75 million while maintaining employee morale and world-class consumer satisfaction scores. Core Competencies that enable “Operationalizing Love”: •Strategic Planning •Policy and Process Development •Team Leadership, Mentoring & Training •CRM Database Development and Management •Ideation Workshop Facilitation •Innovation and Best Practice Sharing •Smartphone App and Technology Solution Development •Performance Metrics and Quality Assurance Development •Customer Insights Analysis and Reporting •Vendor Assessment, Selection & Management using Customer Operations Performance Center (COPC) methodologies •Crisis Management •Cross-Functional Influencing & Consensus Building •Vision Selling •Consultative Selling