I’m Erik Sortino, an MBA-trained operations and business leader with 9+ years of progressive experience across SaaS, marketplace operations, analytics, customer success, partner networks, mobility, and AI-enabled service delivery.
My progression from frontline operations to analytics to management means I can understand the signal, diagnose the business problem, lead the intervention, and measure the result. Choose the lens most relevant to the role.
People leadership, SLA performance, vendors, budgets, workforce management, service recovery, implementations, and scaled execution.
View profile →Looker, SQL, Excel, Power BI, operational KPIs, root-cause analysis, performance reporting, and decision support.
View profile →Enterprise relationships, QBRs, NPS, GRR/NRR, retention, escalations, recovery plans, renewals, and expansion.
View profile →Provider acquisition, contracts, rate negotiation, Salesforce/Pipedrive, activation, retention, network economics, and churn.
View profile →Production automation monitoring, auto-dispatch vs. human intervention, failure analysis, product feedback, QC, and workflow improvement.
View profile →A career built from operating the work, measuring the work, and ultimately leading the systems, people, partners, and economics behind it.
See progression ↓Each case study uses a different analytical lens and deliverable. Together they show how I operate, analyze, strategize, and manage. Every project includes a visible data-source and methodology disclosure.
30,000 synthetic service events · automation failure analysis · geographic panic hotspots · signed vs. affiliate network mix · Provider 360.
Open interactive case study →Official MyLA311 public data · SQL/SoQL · cleaning and QA · derived service-time measures · reproducible analytical workflow.
View analysis →DOE/AFDC infrastructure data · charging-network segmentation · corridor-grade infrastructure · transparent expansion-scoring methodology.
View strategy study →Official NYC fleet readiness · Austin PM governance context · Excel variance analysis · clearly labeled financial scenarios.
View executive review →The recurring pattern across my career is simple: see the signal, investigate the data, identify root cause, understand the customer and financial impact, intervene operationally, and measure what changed.
Used geographic service activity, auto-dispatch rate, human-dispatch “panics,” provider assignment, and partner type to identify where automation or network coverage was breaking down.
Used NPS survey feedback and postmortem analysis to connect customer dissatisfaction to operational causes such as ETA, coverage, provider performance, and service failures, then support corrective action.
Nearly a decade at HONK Technologies gave me a full-stack view of a technology-enabled service business—from frontline execution and analytics to enterprise programs, partner networks, people leadership, and financial performance.
Led people, external partner relationships, enterprise programs, contracts, rates, renewals, retention, service performance, budgets, vendor spend, product feedback, and operational scaling.
Analyzed customer, provider, service, and operational performance using Looker, Excel, SQL-based queries, product analytics, surveys, and field feedback to identify service gaps and improve workflows.
Led frontline operations in a high-volume, time-sensitive environment, managing escalations, coaching teams, maintaining service continuity, and reinforcing quality standards.
Formal business education supports the operating experience—not the other way around.
California State University, Los Angeles
California State University, Los Angeles
Lean Six Sigma Green Belt · Project Management · Digital Transformation · Prompt Engineering · AI for Everyone