Erik Meyer Email & Phone Number

Seattle, Washington, United States

Leader and coach of a team of Technical Project Managers and Technical Account Managers responsible for integration projects, realization of revenue, measuring and improving service health, and relationship management. We are trusted partners for our carrier customers and partners globally.Key Results:-Expanded scope of team from U.S carriers only to a team supporting North American and European wireless carriers, and global device OEM, Mobile App and API partners.-Created standard delivery processes to guide us from business development opportunity, through integration, to realization of revenue and on-going customer success. Aligned org cross-functionally to increase velocity to revenue.-Established Customer Scorecards as part of Quarterly Business Reviews to drive alignment with carriers, created Project Delivery KPIs to measure time-to-revenue balanced with project quality, and established SLA dashboards.

Seattle, Washington, United States

Technical Account Manager for AT&T, prioritizing client requests, tracking service and business metrics, leading critical projects, troubleshooting technical issues, and coordinating Product and Engineering efforts internally to deliver on strategic initiatives.Key Results:-Established Customer Scorecard to create alignment, and earn “A” grades. Prioritized efforts to improve KPIs measuring coverage and accuracy of spam analytics, with independent testing showing both were industry leading.-Delivered network-integrated SDK to support user engagement (call blocking preferences & reporting spam) within AT&T’s Active Armor mobile security app.

Bellevue, Wa

T-Mobile USA, T-Mobile for Business: Product Manager launching new Partner API Program. Led effort to create a portfolio of API capabilities for T-Mobile’s Indirect Sales business partners.Key Results:-Delivered 20 capabilities to support service activation, billing, and account management within partner portals-On-boarding of 10 partners, who achieved business growth by leveraging our API suite.-Created KPIs – measured growth of API usage from 10k up to 7M transactions per week with 99.5% success rate, saving 1,000 person-hours weekly in T-Mobile’s Business Care team by expanding self-service API usage.

Greater Seattle Area

AT&T Mobility: Technical Project Manager for the launch of AT&T Call Protect, a network-based spam and scam call blocking solution. Product Manager after initial launch.Key Results:-Delivered nation’s first network-based scam/spam call solution and iOS/Android mobile apps in 5-month timeframe.-Created dashboard aligning customer mobile app engagement with underlying API health and performance data, highlighting improvement and feature opportunities.

AT&T Mobility Cloud Messaging: Project and Test Management for AT&T cloud messaging, API integration with Android device OEM native messaging clients, and client user experience.Key Results:-Led test effort to migrate cloud messaging platform to standard OMA RESTful APIs-Led testing for network-based syncing of messages between phone and smartwatches.

Bellevue, Wa

Deployed a suite of tools to expand monitoring of services and infrastructure, and support key IT Service Management processes. Established KPIs to measure and improve IT Operations and Service Management processes. Leadership role launching ITSM program.Key Results:-Created roadmap and executed transition to a top-down customer-focused monitoring approach.-Improved percentage of major incidents detected by monitoring from 41% to 90%, contributing to improved Service Availability (99.9% to 99.99%), a 31% decrease in major incidents, and 78% reduction in incident duration.-Enabled transparency with business partners by implementing Service Monitoring dashboards-Initiated standardization of processes, tools, and KPI’s with colleagues in T-Mobile’s European companies

Bellevue, Wa

Leader of the Tier-2 App Support organization. 15 customer-focused teams (engineers and testers) providing 24/7 support for end-users of all mission-critical systems. Supported Retail, Customer Service, Marketing, Finance, IVR, Payment Processing, and www.t-mobile.com. Key Results:-Improved system availability from 98.9% to 99.9% across 100+ mission-critical applications-Implemented Customer Scorecards, to measure and improve line-of-business & end-user satisfaction-Expanded organization from 5 FTE to 110 FTE to support period of record customer and system growth-Recognized as key leader of T-Mobile IT team that ranked #16 on InformationWeek 500 (2007)

Bellevue, Wa

Managed 24/7 support teams focused on Customer Care apps and www.t-mobile.com. Managed tools dev team for Service Desk, Change Management, and Customer Service customers. Managed Enterprise Monitoring team, providing visibility into system health for all mission-critical systems.Key Results:-Created new processes and tools for intake and prioritization of work and gathering of requirements-Formed company’s first Problem Management team, bringing focus to root causes and permanent resolution-Developed tools to facilitate Change Management, Problem Management, and Service Desk automation

Bellevue, Wa

Managed team of 30 employees to address issues arising from the merger of four companies and their billing systems. Quantified impact of billing errors, worked with vendors to develop and test code fixes, and ensured correct bills reached our customers. Led Swat-Team projects to improve provisioning. Managed 24/7 Data Center Operations team responsible for running all billing and reporting jobs, monitoring health of mission-critical systems, and performing Major Incident Management and Help Desk functions. Key Results:-In 5 months, led team that reduced percentage of subscribers impacted by billing issues from 40% to 0.7% while maintaining 90% on-time billing-In 2 months, reduced provisioning times (for phone Activation) from 30 hours to 1 minute-Improved billing quality from worst to first in the wireless industry

Master Of Arts, Anthropology And Sociology

Ba, German, History