Eric Hammons

Background

About Eric Hammons

I am a dedicated CUSTOMER EXPERIENCE advocate AND PROCESS IMPROVEMENT leader with 17+ years of experience leading teams and driving change management. I am skilled at conducting strategic business planning, implementing lean processes, training and supervising team members. My proven ability to creatively lead deliver and implementation of client focused strategies and resource efficiencies leads to increased customer retention and revenue. Additionally, I possess strong analytical and leadership skills utilized in a variety of industries including: medical devices, service repair, start-up ventures, construction, and non-profit organizations. Also, I am a motivated Account Management and Customer Success professional with extensive knowledge regarding service and business operations. I possess strong relationship management and customer service skill sets. My experience in customer-facing roles, including support of product sales and service has developed within me a passion to achieve strategic results for both company and the customer. CAREER HIGHLIGHTS:*Led management and service of 100+accounts in multi-state area resulting in improved on-time delivery of parts and instruments by 30%*Increased billing speed to 2.4 days down from 4 days (end of service to invoice)*Improved customer satisfaction by increasing 1st time visit completions to 96%*Trained 10 staff members, regional manager and 2 branch managers on new software SKILLS AND EXPERTISE: Customer Experience Customer Retention Customer Service Customer Advocate Issue Resolution Continuous Improvement Process Improvement Lean Initiatives Documentation Consulting Executive Influence Presentation Skills Strategic Business Planning Data Analytics Metrics Reporting Gap Analysis Decision Making Problem Solving Business Development Revenue Generation Budgeting/Forecasting P/L Management Team Leadership Staff Supervision Hiring/Training Coach/Mentor Team Motivation Conflict Resolution Culture/Morale