Eric Simpson, MBA

About

Seasoned professional with expertise in business strategy, coaching, and operations management. With an MBA in Strategy and International Business, I’ve driven client success by blending strategic vision with practical execution. I’ve coached professionals to transformative career milestones and led operational improvements that boosted engagement and efficiency. Passionate about empowering others, I bring a bold, results-driven approach to creating meaningful impact in customer success and beyond.

Experience

• Life and Transformation Coach · Eric Simpson Coaching01-01-2021

  Built an internationally recognized coaching practice with a 90% client retention rate, delivering measurable results such as leadership promotions, career transitions, and enhanced team dynamics. Expanded operations globally by leveraging innovative digital platforms and tools like ChatGPT, streamlining planning processes by 90% and scaling personalized programs to a diverse international audience. Designed strategic, data-driven frameworks to track client progress, ensuring alignment with goals and fostering accountability for long-term success. Empowered professionals to overcome challenges and achieve breakthroughs in their careers by delivering tailored insights and actionable strategies that translated into tangible results.

• Strategy and Operations Project Manager · Seattle University10-01-2021 – 05-01-2024

  Streamlined internal communication and resource access by implementing a university-wide intranet system, driving a 50% increase in faculty and staff engagement and improving operational efficiency. Partnered with departments across the university to align strategic goals with actionable initiatives, fostering collaboration and ensuring measurable outcomes for institutional projects. Led the planning and execution of large-scale events, including faculty conferences, through meticulous logistical coordination and proactive stakeholder engagement, ensuring seamless delivery. Worked closely with marketing teams to create compelling narratives for university initiatives, boosting awareness and buy-in from leadership and faculty members.

• Customer Support Operations Manager · Egencia04-01-2020 – 09-01-2020

  Spearheaded a Salesforce-driven overhaul of customer support processes, slashing response times by 80% and increasing client retention by 15% through proactive engagement strategies and operational improvements. Standardized workflows across departments to ensure consistent service delivery, enhancing collaboration and reducing operational bottlenecks. Designed and implemented case management processes that empowered teams to resolve client issues faster, improving overall satisfaction and operational efficiency. Led cross-departmental initiatives to foster a culture of accountability and efficiency, ensuring exceptional results in high-pressure environments.

• Customer Success Project Manager · Egencia11-01-2018 – 04-01-2020

  Drove a 200% increase in customer satisfaction by creating and implementing a real-time feedback system, resolving pain points and aligning service delivery with client needs. Identified and addressed inefficiencies in customer workflows by mapping key touchpoints and proactively eliminating friction, resulting in improved client experiences. Collaborated with teams to integrate client insights into operational planning, ensuring alignment with evolving market demands.

• Corporate Account Manager · Egencia07-01-2015 – 11-01-2018

  Increased client retention by 15% by cultivating trusted partnerships and delivering tailored travel solutions for high-value accounts, enhancing loyalty and satisfaction. Delivered in-depth, data-backed business reviews that identified upsell opportunities, boosting account revenue and strengthening client relationships. Designed and customized Salesforce dashboards to provide actionable insights, enabling data-driven decision-making and operational improvements across teams. Acted as a strategic advisor to clients, aligning travel solutions with business objectives and providing innovative recommendations to meet evolving needs.

Education

• University of WashingtonMaster of Business Administration (M.B.A.), Strategy, International Business, and Management
• Coach Training AllianceCertificate, Coaching
• Northwest UniversityBachelor of Arts (B.A.), General Studies

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