Erik R Van Asch Email & Phone Number

Folsom, Ca, Us

Folsom, Ca, Us

Paramus, New Jersey, Us

Primary stakeholder, product owner, project manager, support engineer, and telephony engineer for the below-listed systems. I led the divestiture from Pearson for these systems in 2019, which enabled zero downtime and a smooth transition under Savvas' ownership.* As of 2024, I'm the primary engineer on the implementation and management of the Zoom Contact Center Solution.* Enghouse (previously known as Lifesize) CxEngage Call Center Solution (approx. 250,000 calls per year).* Salesforce Service Cloud (over 300,000 Services and Customer Support cases per year).* OpenText Fax2Mail Faxing Solution (approx. 1,500 faxes per month).* ImageAccess ImageTrust Scanning Solution (approx. 350 snail mail scans per month).* AppNitro Machform webforms (over 65,000 webform submissions per year).* SurveyMonkey GetFeedback Surveys (nearly 300,000 surveys per year).

London, Gb

In 2017, Pearson announced the sell-off of the Learning Services/K12 division, which I'm a part of that division. As the new org structure is in flux until the sale is finalized, I have had the opportunity to wear various hats and help shore up resource gaps where needed, such as:* Reporting & analytics lead for a Licensing & Renewals process improvement project.* Lifesize/Serenova ACD/IVR product owner and project workstream lead for the transition and implementation of Customer Service and Support teams to the new telephony solution.* Product owner for Salesforce Wave/Einstein reporting & analytics. Partnered with the executive team from Sales, Marketing, Services, and Support on data collection, analytics, and data visualization for their respective groups.* My team continues to provide regular ERP and order management reporting to various departments within our Learning Services division.

London, Gb

* Leading KPI and metrics tracking across global support teams in various complex lines of business, such as: Core & Growth (overseeing Europe, Africa, and Asia), North America Higher Ed, K-12, Learning Services, State & National, and Clinical Assessment. My leadership enabled the Support Executive Team access to the best data available, have the data readable, and provide context around the data so they could make data driven decisions.* Tactically, my team inherited nearly 1,800 automated and manual reports that require regular delivery (daily, weekly, monthly, etc.), analysis, and standardization efforts. These reports, plus the hundreds of ad hoc reports every year, helped us support multiple call centers handling over 3 million interactions and nearly 2,000 call center / helpdesk agents.* Strategically, I'm driving metric calculation standardization, branded customer-facing reports, and data quality/integrity best practices, as the different lines of business migrate to new systems in the coming years. In my first year, I saved our team nearly $200,000 through process improvement efforts alone.* Key stakeholder and work stream lead for system integration on call center CRMs (multiple Salesforce implementations) and telephony solutions (Interactive Intelligence, Avaya, Genesys, and Lifesize/Serenova). Daily, I'm functioning as a liaison between the Customer Support teams and the Systems teams to ensure that changes made: a) Meet the user requirements and scope of the project.b) Actions taken can be quantified through reporting.c) Changes made, ultimately have a positive impact on the customer experience.

London, Gb

* Workstream lead for a large, multi-LOB project where I defined and applied a reporting strategy that utilizes an integrated solution set, to provide standard operational reports for universal task queuing, skills based routing, integrated agent desktop for case management, and WFM/QM.* Partnered with lines of business to move away from 'custom' metric measurements (or lack of any measurements) by adopting a standard set of business practices and a set of standardized metric formula calculations.* Fought for user requirements in the new CRM implementation. Having a solid knowledge of Customer Support processes, best practices, and a solid knowledge of Salesforce; I was able to direct Support teams in developing their user requirements and coach the Salesforce IT team in how to implement in a way that met those requirements and kept Support's processes simple and customer focused.

London, Gb

* Central contact for all K-12 Support Operations, which included leading and managing the team delivering services for Support Training, Systems & Process Administration, along with all department Projects Management initiatives.* Pushed many enhancements to processes, documentation, and case management. This resulted in an improvement of Support agent Average Handle Time from 26-minutes down to 18-minutes. The agent performance gains lead to headcount savings of $100,000 in the first year (able to do same volume with less agents and better accuracy).* Led a callback analytics study, resulting in a conservative $150,000 /yr savings for Customer Support.* Driving clear change management through at least two group organizational restructurings; while supporting and partnering with Support management, which enabled them to maintain a customer satisfaction score of 93.5%+.

London, Gb

* After taking on the role of project manager in an unofficial capacity, the value of that role was eventually moved into a new, full-time position. This role focused on freeing up the people managers, so they could focus on the people; while I took on the major tactical and strategic initiatives within the Customer Support group.* Throughout the many small, medium, and large projects; key practices that allowed for more consistent project implementation success:a) I found that connecting individuals with others and getting in there to remove obstacles was much better PM-ing than checking tasks off on an Excel spreadsheet.b) Conducting thorough discovery sessions.c) Being decisive through 'assumed' authority.d) Not relying on email as the 'only' way to get the job done, when a phone/video call are equally or more effective.

London, Gb

* After PowerSchool's acquisition from Apple to Pearson in 2006, I continued in my role as a tactical and strategic people manager. My focus was to work with the Customer Support team and ensure our customers experienced the best support in the areas of call efficiency, quality, and technical accuracy.* Redesigned an 8-week on-boarding training (that included a 6-month ramp up) down to a 3-week training and 3-month ramp up, while achieving the same quality and efficiency goals for our teams.* Reduced attrition rate by fleshing out the interview/recruitment process. Nearly every hired employee was retained by the company at least 5-years and moved on to bigger and better things.* Drove first quantifiable performance metrics across all Customer Support teams, along with agent ranking, C-SAT surveys, and regular agent scorecards with standardized calculations.* Successfully led a knowledge management & documentation team project to revamp a 10,000 article knowledgebase.

* I provided all levels of deskside support, network administration, and project management for the Technology department; including SQL server and Exchange server administration.* I ran a project to redesign the warehouse flow of goods from inbound truck to shelf, then to outbound truck. This included a physical redesign on the warehouse assembly line, improvements to inventory handling processes, and streamlined tracking of shipments.

Buffalo, New York, Us

* Directed several teams for internal HP phone & email technical support. * Provided project management on several procurement application initiatives across global HP sites.* Designed and negotiated new Support SOW / contracts with HP. * Designed Master Service Agreement for State of California, allowing this vendor to get added to the choice vendor list.* Stepped in for a time as an efficiency manager to assist other onsite program mangers with gaining employee efficiency and delivering to detailed scopes of work.

Munich, De

Onsite at Intel in Santa Clara,CA and then Intel in Folsom,CA. My teams delivered to a contractual scope of work, which included assisting with support for desktops, laptops, printers and networking issues.

Bachelor'S Degree, Business Administration In Management

Certification, Database Analyst

Aa, Liberal Arts

Diploma, High School/Secondary Diplomas And Certificates