Eric Andersen
- Role
- Vice President, Support and Customer Operations at Hostfully
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Eric Andersen
Over the past 15 years, I’ve developed my expertise in customer support and success…
Experience
Vice President, Support and Customer Operations
Mar 2022 — Present
Promoted to scale a global technical support and business analytics team from 8 to 20 people including 3 people managers while staying under budget and expanding operations across Asia Pacific (APAC) and Latin America (LATAM). • Serve as relationship manager for key partners: Airbnb, Vrbo, Booking.com, and Marriott. • Achieved 95% customer satisfaction (CSAT) across 20K support cases. • Reduced support cases per account by 31% YOY by expanding proactive and self-service support resources. • Established training and service quality programs, improving onboarding time for new reps by 40% and maintaining 95% CSAT levels throughout company growth. • Designed, built, and automated a 100-point customer health score algorithm to flag at-risk accounts based on product adoption data driving customer outreach campaigns and improved retention. • Led a 2-month software migration project, from Salesforce Service Cloud to Intercom, improving employee and customer experience while saving the company $20K per year. • Achieved >95% staff retention during 5-year tenure as a manager.
Education
Stanford University
Stanford Center for Professional Development, Stanford Certified Project Manager (SCPM)
2011 — 2012
San José State University
BS, Business Administration - Marketing
2004 — 2009
Villanova University
Professional Education Certificate Program, Six Sigma - Green Belt
2010 — 2010
World Travel
Human relations, langauge, cultures, self reliance
Skills
- Sap
- Cross-Functional Team Leadership
- Business Intelligence
- Analytics
- Cloud Computing
- Vendor Management
- Enterprise Software
- Microsoft Office
- Crm
- Saas
- Project Management
- Product Management
- Channel Partners
- Business Process Improvement
- Customer Service
- Customer Relationship Management (Crm)
- Leadership
- E-Commerce
- Six Sigma
- Software as a Service (Saas)
- Microsoft Excel
- Sales
- Program Management
- Strategy
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.