Eric Ashe: Head of Customer and Account Management in Natick, MA

Built and now manage team handling all customer support and wholesale accounts for e-commerce running apparel startup Oversee revenue of $18million annual revenue, scaling with the 70+% YoY company growth Work cross-functionally to continuously strategize and improve end to end customer experience Zendesk expert - manage team handling over 5,000 monthly inquiries on email, chat, and phone Achieve KPIs including 24 hour response time SLA, 95% CSAT rating, & 70% one-touch tickets Collect and analyze account and consumer data to optimize and scale sales and service needs Track and report inventory, returns, and defects to influence ongoing and future production/marketing Initiated new online returns process to reduce return rate by 5% and maximize revenue generation Create and execute digital marketing partnerships and promotions to maximize sell-through Investigate chargebacks and create fraud detection rules to minimize future loss Previously built and managed all supply chain activities (Production, Freight, B2B, B2C) Transitioned in-house fulfillment to outsourced 3PL

Plan and implement the daily workouts for middle and long distance runners Recruit and retain qualified student-athletes Supervise assistant coach Plan and budget away-meet travel Provide academic and social counseling

Oversaw multiple individual conference champions and NCAA All-Americans.