Eric Lichtenwalter work email
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Eric Lichtenwalter personal email
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I’m a product-centric customer support executive with a proven track record of success building foundational systems, growing operations, and scaling teams to meet the demands of fast-paced and multi-channel customer support programs within competitive, constantly evolving technology sectors. I’m a strategic leader with a reputation for building teams alongside scaling business operations to create a world-class customer experience that differentiates from the competition and encourages repeat clientele. As a people-driven coach and mentor, I bring transparency and communication to large, matrixed teams where a culture of trust, accountability, performance, and commitment to corporate values drive retention and generate results.EXPERTISE: Multichannel Support Management, Leadership, Strategic Planning, Customer Experience Management,Team Building, Quality Assurance, Problem Resolution, Cross-functional Collaboration, Communication Skills, Technology Proficiency, Data Analysis, Change Management, Customer Relationship Management (CRM), Crisis Management, Training and Development.
Exploring New Opportunities
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Vice President Customer Service I Customer Experience LeaderExploring New Opportunities Oct 2024 - Present
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Family Caregiver I Sabbatical I "Adventure Professional"Self-Employed Jun 2023 - Sep 2024
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Vice President Of Customer ServiceUnitedhealth Group Oct 2021 - Dec 2022UsI joined Optum as part of the executive team steering the post-acquisition merger with Rally Health. I drove change management during the integration to maintain the Rally team's culture and encourage retention while streamlining customer service operations and people. After the successful transition into Optum operations, I assisted in a restructuring which led to me taking on a team of over 500 service, clinical operations, and enterprise staff. -
Vp, Consumer SupportRally Health May 2019 - Oct 2021Washington, D.C., UsMy role with Rally expanded alongside the scaling of the company, where I took on increasing levels of executive leadership, overseeing customer service professionals and then additionally the client support team. I owned the strategic direction, financial performance, and culture for a $12M customer s support program while implementing business process improvements and operational standards to ensure the team was constantly meeting the demands of a rapidly scaling enterprise. A highlight of my leadership tenure at Rally was elevating the level of professionalism across customer support, where I instilled a positive culture of growth, accountability, and performance. During my tenure as a Rally executive, our team grew by 200% while simultaneously reducing customer service costs, including a 15% cut in CPC. -
Senior Director Of Customer Service And Quality AssuranceOndeck Mar 2018 - May 2019Chicago, Illinois, Us -
Director Of Customer ServiceOndeck Jul 2015 - Mar 2018Chicago, Illinois, UsI progressed into higher levels of responsibility, assuming leadership and building out additional teams to improve customer service operations while partnering with product teams to advance the platform for an improved customer experience. I scaled and optimized customer support operations to create efficiencies, decrease customer effort, and ensure the highest level of customer service within a high-paced, customer-centric environment. I created the backbone of the company’s current customer service function, providing foundational systems within a turnkey operation that enabled the subsequent acquisition and recent IPO.
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Customer Operations Manager, Hotel ProgramsHotwire Jan 2011 - Jun 2015
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Customer Operations Manager, Preferred CustomersHotwire Jan 2009 - Jan 2011I liaised with cross-functional teams to manage product lines, reduce support costs, and drive customer satisfaction through the creation of the Express Preferred Customer Program and the High Frequency Hotel Program. In an effort to bring consistency to the team, I developed and implemented call center strategies to drive the customer experience and elevate customer satisfaction while reducing wait times and improving handle, wait, ticket turnaround, and resolution times. I also identified KPIs and performance metrics to improve the tracking and monitoring of departmental activities while encouraging user adoption to champion change management and digital transformation across the organization.
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Vice President Of Sales And Client ServicesMountain Travel Sobek 2007 - 2009Emeryville, California, UsI oversaw all aspects of client services and communications as part of the leadership team for a premier travel and tourism start-up, offering adventure excursions to Antarctica, Patagonia, Everest, and other elite destinations. -
Director Of Sales OperationsPsprint 2005 - 2007Oakland, Ca, UsHired, managed, trained, and developed the customer service team as well as an inside sales team to meet the changing demands of a fast-growing online printing company. Developed strategic business plans, including budgets, hiring forecasts, customer service metrics, and sales strategy. -
National Sales ManagerNational Education Travel Council 2001 - 2005As member of the Senior Management Team, liaised with top-tier clients to ensure customer satisfaction and seamless operations. Prepared annual sales and marketing programs. Created and managed departmental budget. Developed and executed commission structure and sales incentive programs. Hired, trained, managed, and motivated the West Coast sales team.
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Director Of National SalesHornblower Cruises And Events 2000 - 2001San Francisco, Ca, UsRepresented Hornblower Cruises group sales, targeting event and convention business throughout California. Coordinated corporate sales teams in five Hornblower locations. Represented Company at trade shows and industry events. Developed relationships and strategic partnerships with San Francisco Convention and Visitor Bureau (CVB), Los Angeles CVB, and San Diego CVB. Leveraged relationships with numerous destination management companies, meeting planners, and hotel sales personnel. Marketed Hornblower products to convention groups. Collaborated with inbound suppliers to target decision-makers and proper contacts to secure proposals. -
Regional Sales ManagerUniversal Studios Hollywood 1996 - 2000Established marketing and sales programs to promote all Universal Studios sales programs, including convention and event sales, corporate meetings, incentive houses, tour and travel accounts, and independent meeting planning companies. Spearheaded first regional office for Universal Studios Hollywood. Trained Regional Representatives in Seattle and Phoenix.
Eric Lichtenwalter Skills
Eric Lichtenwalter Education Details
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University Of Colorado BoulderGeneral -
Semester At Sea / Ise
Frequently Asked Questions about Eric Lichtenwalter
What company does Eric Lichtenwalter work for?
Eric Lichtenwalter works for Exploring New Opportunities
What is Eric Lichtenwalter's role at the current company?
Eric Lichtenwalter's current role is Customer Service Leader | Operational Leadership, Process Improvement, SaaS Technologies, Managing Global Teams, BPO Outsourcing I Creating Outstanding Customer Experience Programs.
What is Eric Lichtenwalter's email address?
Eric Lichtenwalter's email address is er****@****lth.com
What is Eric Lichtenwalter's direct phone number?
Eric Lichtenwalter's direct phone number is +141599*****
What schools did Eric Lichtenwalter attend?
Eric Lichtenwalter attended University Of Colorado Boulder, Semester At Sea / Ise.
What skills is Eric Lichtenwalter known for?
Eric Lichtenwalter has skills like Management, Leadership, Sales, Sales Operations, Marketing Strategy, E Commerce, Strategic Partnerships, Team Building, Marketing, Sales Management, Strategic Planning, Training.
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