ERICA J. MURRAY

Dynamic, results-oriented professional with a strong background in leadership, client support, and organizational growth. Over a decade of progressive experience in managing high-performing teams, driving change management, and fostering innovation to exceed business objectives. Proven ability to collaborate across functional areas, resolve complex issues, and lead strategic initiatives that align with organizational goals. Expertise in creating inclusive environments that empower employees and drive success through mentorship, talent development, DEI initiatives, and process optimization.

• DE&I Empower Committee Lead: Spearheaded global initiatives to highlight diverse talent and foster inclusive workplace cultures.
• Cultural Council Member: Implemented strategies that enriched employee engagement and cultural awareness.
• Delta Sigma Theta Sorority, Inc.: Active contributor to professional development and community initiatives.
• Motivational Speaker: Delivered impactful speeches at leadership conferences, inspiring personal and professional growth.
• Mentorship Programs: Guided emerging leaders through structured mentoring programs, including EMERGE and initiatives for HBCUs.

• Build key relationships with business and HR leaders across the organization implementing and driving intentional inclusion.
• Represent and maintain company brand and image at hiring events, workshops and internal/external meetings consistently targeting business needs.
• Lead projects and initiatives with various stakeholders consistently delivering human resource/customer focused solutions.
• Provide effective leadership for teams by establishing open communication, fairly and accurately assessing talent, proactively forecasting capacity and organizational needs that enhance profitability.
• Hold team accountable for achieving plans, goals, and performance targets; make recommendations on areas of opportunity to senior leadership based on identified complex issues impacting operations.

• Work both global and international partnerships implementing and managing media strategies to create tools and trainings that will enhance the Social Media platform, customer centricity, business partnerships.
• Communicate effectively through multiple levels of the organizational structure to sustain excellent internal/external partnerships.

• Assess customer needs by using strong analytical, planning, problem identification and resolution skills to provide quality and effective service.
• Utilized metrics to identify customer trends, performance improvements and/or areas of operational/self-improvements.
• Managed and resolved Executive Level complaints within the team with the highest sense of urgency to prevent negative impact: legal risks, financial losses, and repeated calls.
• Developed and implemented client retention strategies to achieve sales and earnings growth.