Erik Hunter Email & Phone Number

Seattle, Washington, United States

Spearheaded business real estate acquisition decisions through comprehensive modeling and data-driven analytics securing consistent annual rate of return increases averaging 12% over 3 years. Slashed rehab costs while improving housing standards and ensured occupancy of 94% on average for both residential/commercial buildings by leveraging specific marketing practices, government affordable housing incentives and competitive pricing due to lower overhead. Created and managed deep vendor/supplier relationships leveraging entire book of business for best in market pricing. Accountable for investor/client acquisition and management through to business sale in Q1 2023.

London, England, United Kingdom

Drove customer-centric decision-making and strategic direction within the Hotels.com leadership team leveraging AI/ML technology and data driven analytics to reduce overall issue rate, increase self-serve propensity and increase overall NPS. Accountable for performance, management and direction of 5 regional teams (Bellevue, London, Sao Paulo, Dallas, Hong Kong) driving country and regional operational coordination, P&L results, issue prevention, self-service automation, omni-channel growth, policy definition and workflow creation and execution across 20 contact centers, 28 languages and 4000+ AgentsPowered margin contribution growth and reinvestment back into product and technology advances by way of $12M in combined YoY savings through policy improvement based on Customer Value, increased policy/workflow adherence feedback loops and better supplier accountability

Bellevue, Washington, United States

Accountable for performance and management of the Americas Brand Expedia customer operations team based in Bellevue, Toronto and Sao Paulo. Coordinated cross-brand customer-centric strategy to hit plan numbers and inform multi-year direction. Specific operational accountability included P&L results, definition/implementation of sales/service Agent workflow, process and policy across 15 contact centers and 15000+ Agents. Drove regionalization of previously fragmented management and support models, reducing overall cost of support through hourly rates, creative geographic sourcing while maintaining upward trajectory of customer customer quality as measured by first contact rate (FCR), total handle time per case and net promoter score (NPS).

Amsterdam, North Holland, Netherlands

Team leader accountable for the execution of Expedia, Hotels.com and EAN brand sales and service customer treatments, customer sentiment and operational efficacy in the EMEA points of sale across 12 contact centers, 18 languages and 3000+ Agents.Implemented updated sourcing practices and contracts reducing overall cost of contact and rate while improving quality of service by way of first contact resolution (FCR), overall handle time and net promoter score (NPS).

Bellevue, Washington, United States

Manage day to day operations, metric/budget adherence, project management and personnel management for team of 45 spanning 4 functional operational groups.Responsibilities included on-boarding of new corporate travel clients, client management and traveler satisfaction as measured by net promoter score (NPS), budget adherence and renewal rate.

Redmond, Washington, United States

Direct management of team accountable for MSN Global Service Delivery forecasting, report analysis, support tool requirements, SOP adherence, contract updates and group metric/performance scorecards. Define, create and implement a vendor engagement model consisting of all MSN support vendor touch points and communication requirementsAccountable for MSN customer support experience for Europe, Middle East and Africa. Directly managed quality and operational performance of 3 vendors accounting for 6 support locations in Europe and Latin America across 2000+ Agents