Erin Erickson

Erin Erickson Email and Phone Number

Enthusiastic customer advocate for using technology to get more out of life (even if just time!). @ Industry Dive
Erin Erickson's Location
Colorado Springs, Colorado, United States, United States
Erin Erickson's Contact Details

Erin Erickson personal email

Erin Erickson phone numbers

About Erin Erickson

After spending over 10 years in Customer Service and Customer Experience, I am excited to share my knowledge and experience in a Product Management role. I am passionate about positive Customer Experiences and how to develop better ones. I lead by example and value cross functional relationships in getting things accomplished. I have a strong track record of exceeding expectations and getting difficult projects and tasks completed. Most recently I have worked on building Conversation chat self service experiences that will empower customers to make changes to their bookings.

Erin Erickson's Current Company Details
Industry Dive

Industry Dive

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Enthusiastic customer advocate for using technology to get more out of life (even if just time!).
Erin Erickson Work Experience Details
  • Industry Dive
    Product Manager
    Industry Dive May 2022 - Present
    Washington, District Of Columbia, Us
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  • Informa Techtarget
    Product Manager
    Informa Techtarget May 2022 - Present
    Newton, Ma, Us
    View
  • Expedia Group
    Product Manager
    Expedia Group Apr 2021 - May 2022
    Seattle, Wa, Us
    Product Manager for Conversations Platform developing customer self service skills for Lodging Change Experience. Partner with Developers, UX, Content and Operations teams to develop user stories and requirements for features related to the Lodging Change Experience Complete user research to get customer specific feedback regarding new features Complete end to end testing to validate experience and functionality Developed reporting dashboards to monitor feature success
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  • Expedia Group
    Customer Experience Manager
    Expedia Group Dec 2020 - Sep 2021
    Seattle, Wa, Us
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  • Hotels.Com
    Customer Service Manager
    Hotels.Com Sep 2014 - Sep 2021
    Customer Service Manager assisting with oversight of customer service function for multiple onshore/offshore call centers. Strategic development and tactical deployment of call center/customer service initiatives to enhance the customer experience, agent productivity, system functionality, and cost reduction. Continuously seek to innovate and improve based on direct interaction with Service Delivery partners, direct observation of agents, and analysis of reporting, data, and metrics. Utilize technical and analytical skills to work with data that would reveal areas of process improvement. Work closely with various business partners to achieve Hotels.com service goals and objectives.
  • Expedia
    Sr. Voice Solutions Analyst
    Expedia Jul 2011 - Sep 2014
    Seattle, Wa, Us
    Business Operational Support for North and Latin America Markets for 3 Major Travel and Lodging Companies specializing in IVR development and call routing using Cisco ICRS for a mix of both internal and outsource locations.Subject Matter Expert for NICE Perform Call Monitoring System
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  • T-Mobile Usa
    Customer Delivery Ivr & Call Routing Business Analyst
    T-Mobile Usa Jan 2008 - Jul 2011
    Bellevue, Wa, Us
    Provided Project, Design and Production Support for different IVR platforms (Speech and DTMF) as well as call routing using Cisco ICM and Avaya for a mix of both internal and outsource locations.Familiar with several methods of Call routing including over VoIP, Centralized Platforms, Dialers, Auto Attendants, Virtual Hold Technology and Bypass Routing Familiar with Business Objects, Aceyus CDR Vault and ClickFox reporting systems
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  • T-Mobile Usa
    Eworkforce Management Administrative Analyst
    T-Mobile Usa Apr 2005 - Jan 2008
    Bellevue, Wa, Us
    Responsible for maintaining and supporting and the Aspect EWorkforce Management Software and all integrated systems like E-Schedule Planner, Real Time Adherence, and downstream reporting systems.
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  • T-Mobile Usa
    Command Center Analyst
    T-Mobile Usa Oct 2003 - Mar 2005
    Bellevue, Wa, Us
    Responsible for real time call volume and staffing activity in multi-site environment to meet Service Level Goals.
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  • T-Mobile Usa
    Workforce Management Specialist
    T-Mobile Usa Jan 2001 - Oct 2003
    Bellevue, Wa, Us
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  • T-Mobile Usa
    Customer Care Representative
    T-Mobile Usa Nov 2000 - Feb 2001
    Bellevue, Wa, Us
    View

Erin Erickson Skills

Avaya Workforce Management Ivr Call Centers Contact Centers Telecommunications Call Routing Customer Experience Voip Process Improvement Call Center Business Analysis Program Management Sdlc Cisco Technologies Business Process Improvement Customer Satisfaction Cross Functional Team Leadership Call Center Development Acd Team Leadership Troubleshooting Management Avaya Technologies Integration Customer Service Analysis Inbound Marketing Nice Call Recording Icm Social Media Business Process Outsourcing Multi Channel Outsourcing Email Back Office Operations General Data Protection Regulation Project Management

Erin Erickson Education Details

  • University Of Colorado Colorado Springs
    University Of Colorado Colorado Springs
    Psychology
  • Nazarene Bible College
    Nazarene Bible College
    Education And History;

Frequently Asked Questions about Erin Erickson

What company does Erin Erickson work for?

Erin Erickson works for Industry Dive

What is Erin Erickson's role at the current company?

Erin Erickson's current role is Enthusiastic customer advocate for using technology to get more out of life (even if just time!)..

What is Erin Erickson's email address?

Erin Erickson's email address is ec****@****ail.com

What is Erin Erickson's direct phone number?

Erin Erickson's direct phone number is +121436*****

What schools did Erin Erickson attend?

Erin Erickson attended University Of Colorado Colorado Springs, Nazarene Bible College.

What skills is Erin Erickson known for?

Erin Erickson has skills like Avaya, Workforce Management, Ivr, Call Centers, Contact Centers, Telecommunications, Call Routing, Customer Experience, Voip, Process Improvement, Call Center, Business Analysis.

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