Eric Higdon
Eric Higdon
About
Detail
Vice President, Customer Experience and Inside Sales
Florida, United States
As a highly accomplished executive with extensive leadership experience, Eric has consistently demonstrated his ability to develop strategies and lead organizations through explosive growth while ensuring the delivery of exceptional client experiences. Having simultaneously led large-scale Sales, Client Support, and Operations functions, Eric has a high degree of passion and focus around maintaining the consistency of the client experience throughout their journey - a key factor in long-term client satisfaction and retention.
Eric’s responsibilities have included accountability for all US and Canadian markets in multiple organizations, where his teams have delivered up to $500M in annual revenue, industry-best client net promoter scores, and the creation of significant shareholder value with millions saved in operational efficiency gains. He has directly led organizations of up to 600 team members across multiple domestic and international sites as well as fully remote operations, and has had operational/workforce management accountability for 1000+. His leadership experience includes 10+ years in hyper-growth, private equity held environments, start-ups, as well as Fortune 500 organizations.
Eric has advanced expertise in all facets of contact center leadership, strategy, and execution. This includes industry-leading knowledge of software as a service (SaaS) and contact center as a service (CCaaS) platforms and use cases, business process outsourcing (BPO), as well as emerging AI technology in the contact center space, often consulting on these topics. His expertise extends to workforce planning, forecasting, budgeting/P&L management, digital engagement, as well as evaluation and implementation of omnichannel engagement solutions.
His diverse industry experience includes Healthcare, Financial Services, Higher Education, Transportation and Logistics, and Aesthetics/Beauty and Wellness, and includes B2B, B2C, Multi-Unit, Franchise, and Managed Service Operations. Within this, Eric has played an integral role in helping to prepare multiple organizations for equity and ownership change transactions, as well as mergers and acquisitions.
Eric’s responsibilities have included accountability for all US and Canadian markets in multiple organizations, where his teams have delivered up to $500M in annual revenue, industry-best client net promoter scores, and the creation of significant shareholder value with millions saved in operational efficiency gains. He has directly led organizations of up to 600 team members across multiple domestic and international sites as well as fully remote operations, and has had operational/workforce management accountability for 1000+. His leadership experience includes 10+ years in hyper-growth, private equity held environments, start-ups, as well as Fortune 500 organizations.
Eric has advanced expertise in all facets of contact center leadership, strategy, and execution. This includes industry-leading knowledge of software as a service (SaaS) and contact center as a service (CCaaS) platforms and use cases, business process outsourcing (BPO), as well as emerging AI technology in the contact center space, often consulting on these topics. His expertise extends to workforce planning, forecasting, budgeting/P&L management, digital engagement, as well as evaluation and implementation of omnichannel engagement solutions.
His diverse industry experience includes Healthcare, Financial Services, Higher Education, Transportation and Logistics, and Aesthetics/Beauty and Wellness, and includes B2B, B2C, Multi-Unit, Franchise, and Managed Service Operations. Within this, Eric has played an integral role in helping to prepare multiple organizations for equity and ownership change transactions, as well as mergers and acquisitions.
