Erin Filsinger

I've led global support and transformation work at Viking Cloud and Zendesk, building operating models that connect workforce strategy, quality, analytics, systems, AI operations, and customer outcomes. At Viking Cloud, I directed 300 employees across four international sites and sustained 99% SLA attainment while improving organizational efficiency by 15%.

At Zendesk, I integrated customer operations for four acquisitions, cutting integration time from 18 to 9 months, and led process transformation that reduced incident-management effort by 92%. I also led global chatbot transformation, increasing bot CSAT from 25% to 75% in three months through redesigned architecture, workflows, routing, knowledge, and governance.

Earlier, at WPS Health Solutions and Kohl's, I built enterprise workforce optimization, continuous improvement, and capacity-planning capabilities across large, complex contact-center operations. I focus on finding the constraints between strategy and execution, simplifying complexity, and creating systems that keep delivering results after implementation.