ERIC ELISON
Celina,TX
Summary
Dynamic customer experience and service recovery executive with over 15 years of expertise in leading enterprise-scale, multi-channel recovery and escalation organizations within highly regulated and high-visibility environments. Proven track record in designing and implementing proactive service recovery strategies that leverage AI and automation, significantly reducing complaint volumes while safeguarding brand reputation during critical incidents. Skilled in balancing operational efficiency with empathetic, customer-centric outcomes, fostering collaboration across complex, matrixed enterprises to drive sustainable improvements. Committed to enhancing customer satisfaction and loyalty through innovative solutions and strategic leadership.
Overview
10
10
years of professional experience
Work History
Director, Social Media Care
T-Mobile
06.2022 - Current
- Provide strategic direction for enterprise service recovery and escalation operations supporting approximately 300,000 customer interactions annually
- Lead a 318-person organization of frontline specialists and leaders across digital, social, and escalation channels
- Serve as executive escalation owner for high-impact customer issues, ensuring timely resolution and driving systemic process improvements
- Lead integration of AI-enabled tools and automation into recovery workflows, reducing 7-day repeat contacts from 33% to 28%
- Partner cross-functionally with Legal, Communications, Product, Network, Marketing, and Executive Leadership during high-visibility incidents
- Reduced customer escalations by 40% through proactive recovery strategies and predictive issue identification
Senior Manager, Go-To-Market Operations
T-Mobile
02.2021 - 06.2022
- Led operational readiness for major customer-facing launches; partnered with frontline and support teams to proactively mitigate customer issues prior to release.
Senior Manager, Business Operations / Business Planning
T-Mobile
02.2019 - 02.2021
- Supported EVP-level leadership with enterprise planning, communications, and data-driven executive presentations.
Senior Manager, Social Media Care
T-Mobile
12.2015 - 02.2019
- Scaled a service recovery organization from 50 to 200+ specialists; implemented new CRM platforms, compensation models, and operating structures.
Education
Associate of Science - Information Technology
Boise State University
Boise, IDSkills
- Service Recovery Strategy
- Executive Escalations
- AI & Automation Enablement
- Multi-Channel Operations (Phone, Email, Chat, Social)
- Complaint Reduction & Demand Deflection
- Customer Experience Transformation
- KPI & Performance Management (NPS, FCR, ASA)
- Crisis & Incident Management
- Budget & Resource Management
- Cross-Functional Leadership
Timeline
Director, Social Media Care
T-Mobile
06.2022 - Current
Senior Manager, Go-To-Market Operations
T-Mobile
02.2021 - 06.2022
Senior Manager, Business Operations / Business Planning
T-Mobile
02.2019 - 02.2021
Senior Manager, Social Media Care
T-Mobile
12.2015 - 02.2019
Associate of Science - Information Technology
Boise State University