Eric Andersen
About Eric Andersen
Eric Andersen serves as the Vice President of Operations at Hostfully, a position he has held since 2022. With extensive experience in customer success and operations, he has previously worked in various roles at Hostfully and TurnKey Vacation Rentals, demonstrating a strong track record in improving customer satisfaction and operational efficiency.
Work at Hostfully
Eric Andersen has been serving as Vice President of Operations at Hostfully since 2022. In this role, he oversees operational strategies and initiatives, focusing on enhancing customer experiences and improving service delivery. Prior to this position, he held multiple roles at Hostfully, including Senior Director of Customer Support and Success from 2020 to 2022 and Director of Customer Support from 2019 to 2020. His tenure at Hostfully has been marked by a commitment to operational excellence and customer satisfaction.
Previous Experience in Customer Success
Before joining Hostfully, Eric Andersen worked at TurnKey Vacation Rentals in various capacities. He began as a Customer Success Manager from 2017 to 2018, then advanced to Lead Customer Success Manager in 2018, and later became Manager of Customer Success from 2018 to 2019. His experience in these roles contributed to significant improvements in customer engagement and retention strategies.
Education and Expertise
Eric Andersen has a diverse educational background. He earned a Bachelor of Science in Business Administration with a focus on Marketing from San Jose State University from 2004 to 2009. He also completed a Professional Education Certificate in Six Sigma - Green Belt at Villanova University in 2010. Additionally, he studied at Stanford University, obtaining the Stanford Certified Project Manager (SCPM) credential in 2012. His education in project management and customer success has equipped him with the skills necessary for his leadership roles.
Achievements in Customer Satisfaction
Throughout his career, Eric Andersen has achieved notable results in customer satisfaction and operational efficiency. He has maintained a 96% customer satisfaction rate across 40,000 support cases annually. Additionally, he successfully decreased the monthly churn rate from 3.1% to 2.7% year over year. His initiatives, including the implementation of AI chatbots, have enhanced customer service operations by resolving 20% of inquiries without human intervention.
Leadership and Team Development
In his leadership roles, Eric Andersen has expanded operations across the APAC and Americas regions while managing a team of 25 individuals, including five people managers. He has focused on building new teams dedicated to customer operations, training and quality, business intelligence, and employee experience. His leadership approach emphasizes team development and operational efficiency.