Erik Larson Email & Phone Number

New Orleans, LA, US

Dallas, TX, US

Developed business cases and financial analysis models for a $47 million portfolio of digital prioritization and implementation. Built and led a cross-functional team to analyze customer support experiences and implemented strategies for improvements, resulting in a significant enhancement of the business website.Designed and built a customer-centric.

Dallas, TX, US

• Led 14 Transformation EPIC teams for ServiceNow initiatives, developing processes and communications to enhance adoption and awareness of new capabilities among executives, employees and customers.
• Optimized self-support video content across internal and external channels, achieving a 56% increase in year-over-year utilization and significant cost savings.
• Developed a digital roadmap for AT&T Business’ support ecosystem, identifying and resolving website issues, resulting in a 42% increase in customer utilization of self-service.
• Consolidated file management and process control for 7 organizations and over 100 projects into a single SharePoint Hub Site ecosystem, replacing multiple initiative-based systems.

Dallas, TX, US

• Overhauled the digital content strategy for AT&T’s Wireline Business customers. This incorporated an integration of knowledge articles, videos, and interactive content to drive awareness and utilization of our new.
• Developed deployment and adoption strategies for digital transformation initiatives impacting both employee and customer experiences.
• Implemented Wordpress with Elementor as the single internal communications platform across AT&T Business. The platform provides a centralized location to distribute communication, training, operational, leadership and.
• Created the adoption strategy, communications and training plan for AT&T Business’ initial rollout of ServiceNow for the Incident Management business unit.

Dallas, TX, US

• Pioneered an innovative methodology to calculate the ROI for social media engagement identifying over $65M in value.
• Developed a strategy for Organic YouTube videos driving 141% growth in views, $15.7M in call-deflection value over two years.
• Designed and integrated Adobe Analytics tracking for social media engagement teams driving $45M in self-service value.
• Designed and built social media chat bots leveraging machine learning to offload common customer questions.

Dallas, TX, US

• Drove 2,500% growth in monthly proactive interactions by aligning the strategy of AT&T's social media and digital self-support platforms focusing on SEO, content syndication and call volume deflection.
• Rebuilt AT&T social media support to handle 500% year over year growth by reconfiguring from a single organization to a hub-and-spoke model aligning the operations and metrics across four call center organizations.
• Slashed cost by $1.5M by launching Sprinklr as the corporate publishing platform which consolidated 15 teams, 150 users, and replaced 18 separate tools.

Dallas, TX, US

• Smashed goals and drove a 1400% growth in YouTube views for support operations.
• Established the strategic direction and design of the AT&T Business Support team’s engagement in social media on LinkedIn, Facebook, YouTube, and Twitter.
• Public Speaker at conferences and sales enablement events representing AT&T's thought leadership in support of $15M in contract value.

Dallas, TX, US

• Manage the day to day operations of three network repair groups. Including safety and quality reviews, load balancing, emergency repair work, and customer reconciliation.
• Drive continuous improvement in the local organization for DART metrics, customer survey results, and efficiency metrics.
• Special projects: Analysis and training for the new ESM metric system. Safety Improvement plan for the area manger group. Technician training for DSL billing.

Mableton, Georgia, US

We’re a little different from your typical Social Media Consulting group. We focus on one thing, and that is Social Customer Support. We specialize in developing comprehensive Return On Investment calculations and strategies for your Social Customer Service Organization. This comes in the form of detailed strategy playbooks, or in-person consulting. We.

Dallas, TX, US

• Delivered $600 million in annual expense savings by implementing Six Sigma principals to develop a process for the migration of customer legacy circuits to the new AT&T product line..
• Developed a single non-management compensation program to replace processes used in the 5 Union regions including forecasting and analyzing the budgetary effects of the new program.

Toledo, OH, US

• Implemented and managed a new information control system based in IP.21 and Aspentech. This lead to a savings of over 250 thousand dollars in the first year of implementation.
• Maintained two production areas containing 220 employees on four shifts, and controlled an annual budget of $415,000 for day-to-day operations and maintenance.
• Designed and developed continuous improvement projects centered on increasing safety, decreasing downtime, and stream-lining the production process.
• Assisted in the development and trial of next-generation products and processes designed to produce non-incremental advances in Owen Corning’s production methodology.
• Resolved product and packaging quality issues stemming from customer complaints. These solutions lead to the constitution of a ten year sales contract.

Toledo, OH, US

• Managed the composite glass furnace including production, safety, packaging, and customer support for the product.
• Drove continuous improvement projects, lean manufacturing, and six sigma initiated projects.
• Directed the union work force in their day to day operations, and on special assignments.
• Managed the shut down, rebuild, and restart of the Marble Furnace including its support systems. This lead to an improvement in product quality, and production efficiency.
• Implemented the use of process control techniques and preventative maintenance leading to an increase in cost efficiencies by 2% and production by 40%.

Mba, International Business

Bs, Materials Engineering