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 & Chief Executive Officer
Kirk Moquin
Co-Founder & Chief Executive Officer
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 & Chairman
Mark Thompson
Co-Founder & Chairman
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
President & Chief Operating Officer
Marty Sarim
President & Chief Operating 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
If your company is searching for the latest customer engagement innovations, new ideas, or just tired of working with your uninspired provider, Matt Charles dares to be different. Inspired by similar events, Matt left his fortune 100 Management position as a client over a decade ago to start his own contact center operation, determined to solve the problems that plagued his industry time and again. Starting off with just 25 seats of work, and selecting clients with similar passions to solve problems, Matt was able to pursue his passion for building better or new process improvements, workflow advancements and technology based productivity tools, convincing client after client to take a chance on his ideas and problem solving solutions. Over the next decade Matt would manage to grow that business into a multi-national operation of over 1,000 employees with global brands specializing in rapid response support for high touch/high tech solutions that positively transformed his clients’ customer satisfaction results and net promotor scores.
Throughout the course of his 25 year career in customer touch point operations, Matt has always been heavily involved in supporting multi-national corporations servicing customers in various parts of the globe. Matt oversaw the growth or personally handled the launch of 58 call centers in 12 different countries, empowering more than 50,000 contact center employees to be successful under his watch with many of these centers being the first of their kind in these countries. Matts global influence helped to shape the international models that made him a recognized authority and thought leader in global business process BPO practices.
ERC acquired Matt’s company, Laurus International, in April of 2015 and Matt was naturally tasked with leading up the International division. The chemistry between the executives was instant as Matt had a similar business acumen for strategy execution, value system, cultural beliefs and passion for taking great care of our employees and clients.