Leadership
You can't fake culture.
We create our culture. It’s not defined by a corporate handbook but by what we stand for – delivering our best, staying agile, pushing limits and being the kind of people you want to work with. And it all starts with the leaders of our company.
Kirk Moquin
Co-Founder & Chairman of the Board
Kirk Moquin
Co-Founder & Chairman of the Board
Kirk Moquin hasn’t seen his comfort zone in years. It’s somewhere behind him, wondering where he’s been all this time. The reality is, Kirk has never been afraid to push himself, to embrace change and to charge into uncharted territory. And since he began ERC, he’s inspired many of his coworkers and leaders to do the same – benefiting the company’s clients with every innovative step forward.
As co-founder of ERC, Kirk has his hands in just about every major business development initiative, from sourcing and negotiations for M&As and raising capital growth, to building teams and developing the company’s top talent. He started many of ERC’s now-thriving departments, including sales and analytics. Currently, Kirk is focused on expansion both domestically and internationally and is thankful for the talented team he works with, which enables ERC to achieve this growth. While he strives for his own success, elevating others is something he takes a lot of pride in, and ERC is better because of it.
Since ERC opened its doors more than 16 years ago, Kirk has been playing to win, a mantra that serves both his clients and his staff. The end game is to build a world-class organization that will leave a legacy, and there’s no question ERC is on its way there. While his leadership team breaks boundaries and takes on new challenges, you’ll find Kirk in the uncomfortable unknown, where he feels right at home.
Mark Thompson
Co-Founder & Director
Mark Thompson
Co-Founder & Director
When a plan deviates from its path and the unexpected pops up, or a strategy turns sideways, Mark Thompson doesn’t flinch. Challenges, obstacles, and the seemingly impossible drive him, and overcoming them is what he believes separates the ordinary from the exceptional. And since cofounding ERC in 1999, exceptional is exactly what he has helped build.
As chairman of the company, Mark participates in higher-end strategic initiatives and is a key player in negotiating ERC’s most important contracts. He also routinely takes a lead in strategically navigating ERC’s M&A efforts. He brings more than 25 years of hard-earned industry experience to the table, arriving with more than 10 years of experience prior to ERC. Working his way up from an entry-level position gave him a unique perspective, and it’s one of the reasons why he believes in putting agents first – with supervisors, managers and leaders serving to support their most vital efforts.
Mark is a true employee advocate and believes in values, standards, accountability, consistency and hard work. He also takes his tenacity to the courts as a competitive tennis player. And just like his professional career, he welcomes all challengers.
Marty Sarim
Chief Executive Officer
Marty Sarim
Chief Executive Officer
If you’re down in the trenches facing a monster project, unsure of how you’ll ever make it through, you want Marty Sarim by your side. Not only does he love a challenge, when the odds are stacked against him, he thrives. It’s why our employees count on his fearless leadership and our clients always know that we’ll find a way to succeed on their behalf.
Marty is a critical part of our company’s growth. He simply refuses to believe there’s something we can’t accomplish. And as we expand and add new lines of business, he proves it every day. He keeps our executive team aligned, our performance on point and our shareholders confident, and he’s a true motivator for our employees. Before joining ERC, Marty served as President and CEO of BCR and had several roles at Allied Interstate, including Agent, Team Supervisor and VP of Operations.
Marty attacks his life outside ERC with the same determination and dreams of taking a North American hunting and fishing adventure. For anyone who knows him, that comes as no surprise. His adventurous spirit keeps us all moving forward, and we know that with Marty leading the way, we’ll conquer our goals and go places we’ve never gone.
Matt Charles
Chief Growth Officer
Matt Charles
Chief Growth Officer
Matt Charles isn’t afraid to make big moves. After all, he left a lucrative management position with a Fortune 100 company to become an entrepreneur and open his own business, Laurus International. In ten years, he grew that business into a multi-national operation of over 1,000 employees. So, what’s his latest big move? Having ERC acquire his company and then agreeing to lead the company’s worldwide expansion efforts as the Chief Growth Officer.
If there’s one thing Matt has in abundance, it’s ideas. He’s full of them. His innovative ideas for process improvements, workflow advancements and technology-based productivity tools led to his company’s enormous growth. Because of his successes and his endless ideas, Matt is a recognized industry thought leader in Business Process Outsourcing. In his role as Chief Growth Officer, he leverages his vast depth of knowledge and global influence to keep ERC at the leading edge of the industry.
Some might expect that an entrepreneur with big ideas might prefer to work solo. However, Matt is anything but expected. When ERC acquired his company, he discovered something surprising—an executive team with a similar vision to his own. The chemistry was instant, and so was the focus on strategy, execution, value systems, cultural beliefs and emphasis on supporting both employees and clients. The rest, as they say, is history.
Michael Harrison
Chief Financial Officer
Michael Harrison
Chief Financial Officer
Mike Harrison might be a man of few words, but that’s okay—he’s the numbers guy. As ERC’s Chief Financial Officer, he has plenty to oversee, whether he’s looking for financial opportunities, considering key decisions, or implementing innovative strategies. He handles it all in stride however, without as much as blinking an eye.
Accuracy and efficiency are important in any line of work, but in finance, they are everything. Mike exercises both judiciously in his role at ERC. When it comes to finding the right solutions, his team would say he never gives up. But Mike prefers to call it tenacity, plain and simple. He is always looking for ways to put ERC’s dollars to work in the most efficient way possible, whether that means acquiring key companies, strategically refinancing debt, or advising in joint ventures. A true collaborator at heart, Mike genuinely enjoys working alongside various teams in order to meet and exceed ERC’s financial goals.
Some might call finance boring, but Mike knows it’s anything but. The thrill lies in the chase. Seeking out smart and strategic win-win solutions for customers and vendors is the goal, and Mike proves he has both the dollars and the sense to make it happen again and again.
Christopher Wolff
Chief Technology Officer
Christopher Wolff
Chief Technology Officer
Many people avoid change, but not Christopher Wolff. As the Chief Technology Officer for ERC, he not only embraces it, but seeks it out. Christopher performs at his best when tackling new challenges. Lucky for him, there’s no shortage of those in technology. With new systems, updated infrastructures and the latest devices being introduced every day, he certainly has his hands full.
Being a leader in technology takes vision. And Christopher possesses the rare ability to see the big picture without missing any of the small details. In his time at ERC, he has led the charge on some major initiatives that both increased efficiency and lowered costs. Under Christopher’s leadership, ERC successfully merged their domestic and international IT operations into one organization that supports the entire enterprise. Additionally, he spearheaded the design and development of a new in-house infrastructure to support ERC’s computer systems and networks. This initiative was overwhelmingly successful and eliminated the need to outsource this work to third parties.
Christopher’s innovative spirit fuels his success. But he’s not one to get comfortable or rest on his laurels. There’s always work to be done and goals to be met. After all, Christopher knows that in technology, the next best thing isn’t waiting right around the corner. It’s waiting for someone to build it and bring it to life.
Kimberly Howell
Chief People Officer
Kimberly Howell
Chief People Officer
Every organization needs a champion, and for ERC that person is Kim Howell. As the Chief People Officer, she recognizes talent when she sees it. From experience, Kim is keenly aware that talented people need more than cheering on. They need someone to spark and ignite their passion, determination and success. That’s why she makes it her mission to empower every employee she supports, setting them up to be successful both now and in the future.
Since joining ERC, Kim has made significant contributions in a short amount of time. The innovative ERC University was rolled out under her leadership, serving as a virtual campus and learning hub for employees to gain new skills, grow existing ones and advance their careers. In addition, she also streamlined operations by leading the globalization of the Talent Management and Talent Development departments. And Kim doesn’t plan on stopping there. She’s constantly scanning the horizon, always listening to new ideas and constantly seeking ways to improve.
With a list of successes that just keeps growing, Kim has every right to brag about her achievements. But those who know Kim know that’s not her style. When asked, she’ll tout the many successes of her teams, proving her leadership is as humble as it is effective.
Todd Welch
Chief Performance Officer
Todd Welch
Chief Performance Officer
Calling Todd Welch a natural goal setter would be accurate. It also would be a huge understatement. As ERC’s Chief Performance Officer, Todd not only sets goals, he crushes them, and then he sets new ones, of course. If you think he sounds like the competitive type, you’d be correct (but again, understatement).
As a firm believer that measurable success can be achieved each and every day, when Todd sets his mind to something, it doesn’t take him long to achieve results. In his first six months with ERC, Todd’s influence and adept leadership grew their market share nearly universally. Never one to miss an opportunity, Todd’s keen understanding and improvement of call strategy and talent alignment also secured quite a few portfolios, propelling ERC on a path of continued growth ever since.
Success through diligence—it’s a mantra that Todd lives by, and one that’s served both him and his teams well. First, determine the actions that will be most impactful and then chart a course to get there. Todd makes it look easy, but it’s anything but. It takes vision and a village. His secret? Surrounding himself with an exemplary team, giving them the chance to innovate and implement the best ideas. After all, a little competition never hurt anybody.
Jose Nelton Gonzalez
Executive Vice President
Jose Nelton Gonzalez
Executive Vice President
When there’s new territory to uncover, Jose Nelton Gonzalez will be there to lead the way. As ERC’s Executive Vice President, he has the uncanny capability of finding his way through unfamiliar surroundings.
Jose is no stranger to success. Having held multiple leadership roles at ERC, his contributions and out-of-the-box thinking have helped fuel sustainable growth and maintained ERC’s position as an industry leader. Most notably, Jose has lead ERC’s operations in the Dominican Republic through smart negotiations, developing private and public partnerships and managing ERC’s corporate affairs to secure long-term growth and investments. His influence and hard work have certainly paid off—ERC is currently the highest ranked BPO company in the Dominican Republic.”
Leading by example comes naturally to Jose. As an optimistic and confident leader, his positive outlook influences and shapes the teams he supports. He’s known for promoting a positive and productive company culture. Thanks to Jose, it turns out all that positivity comes with a side benefit—a company that relentlessly delivers best in class performances.
Jason Davis
SVP of Compliance
Jason Davis
SVP of Compliance
As the SVP of Compliance at ERC, Jason isn’t known for cutting his teams much slack. Instead, he sets them up for success by spearheading thoughtful policies, procedures and processes. It’s all a part of his “follow up, follow through” mentality that got him to where he is today.
Compliance is just one of the many hats Jason has worn over the course of his career. In more than 15 years, he’s basically done it all, from working as an agent to moving up the ranks in Operational Management, Quality Assurance and Information Technology. But no matter his role, Jason approaches his responsibilities with tenacity and a genuine enthusiasm he jokingly calls a “hero complex.” However, his contributions are no laughing matter. The solutions Jason has implemented at ERC are as vast as they are useful. Whether it’s revamping policies and procedures, creating robust processes, or forming a dedicated team of auditors, his impact keeps ERC running like a well-oiled machine.
Navigating the world of compliance in an industry that’s known for being fast-paced is no easy job. But Jason thrives at high speeds. At work he handles anything thrown at him with a level head and a can-do attitude. In another life you might find him racing cars, but for now he’ll settle on racing you to the next red light. Some call him driven, but Jason insists it’s just a hobby.