Erica Wolfe
Delaware
Summary
Strategic executive with over 20 years in telecommunications, customer experience, operations, and sales. Expertise in building high-performing teams, enhancing operational efficiency, and implementing scalable processes. Skilled in cross-functional leadership, project management, and Salesforce optimization. Known for fostering talent, establishing customer-centric organizations, and achieving significant business results through process improvements and organizational change.
Overview
25
25
years of professional experience
Work History
Director, CX Primary Accounts
UPSTACK
08.2022 - Current
- Lead the Customer Experience organization supporting strategic primary accounts while managing a team of 11 professionals responsible for customer support, project management, and service delivery.
- Drive customer retention, revenue growth, and long-term account success.
- Managed strategic customer escalations to resolve issues and elevate customer satisfaction.
- Oversaw break/fix customer support and post-sale customer lifecycle management to enhance service reliability.
- Partnered cross-functionally with sales, operations, suppliers, and leadership to enhance customer outcomes.
- Build and implement processes for a newly formed organizational structure.
- Lead Salesforce customization initiatives to improve workflow efficiency, reporting, and case management.
Vice President of Operations
ChaseTek
01.2008 - 08.2022
- Directed operational functions for growing telecommunications organization, leading team of 10 employees to enhance service delivery and project management.
- Key Responsibilities & Accomplishments
- Developed operational processes that improved efficiency, reduced cost, and optimized headcount while increasing customer satisfaction.
- Managed project management and service delivery initiatives, ensuring alignment with organizational goals and customer satisfaction.
- Managed project management and service delivery initiatives.
- Planned and executed marketing events and customer-facing initiatives to strengthen brand presence and engage customers.
- Planned and executed marketing events and customer-facing initiatives.
- Managed employee development, hiring, coaching, and performance.
- Collaborated with executive leadership on company growth initiatives.
Midwest Channel Manager
XO Communications (now Verizon Business)
01.2005 - 01.2008
- Managed strategic channel partners across the Midwest region with responsibility for revenue growth and advisor success.
- Drove channel revenue growth across assigned territory.
- Developed business plans to increase market share.
- Cultivated relationships with telecom advisors and partners to enhance collaboration and drive mutual growth.
- Assisted partner sales efforts and identified strategic opportunities to optimize channel performance.
- Created business plans aimed at expanding market share and aligning with regional growth objectives.
- Key Responsibilities
Director of Sales
NuVox (now Windstream)
01.2003 - 01.2005
- Led targeted sales initiatives to expand market share in business telecommunications solutions.
- Managed business development and sales growth.
- Managed business development efforts, driving significant sales growth across diverse customer segments.
- Developed and nurtured strategic customer relationships, enhancing engagement and retention in the commercial market.
- Worked with operations to ensure successful service implementation.
- Key Responsibilities
Account Executive
XO Communications (now Verizon Business)
01.2002 - 01.2003
- Sold telecommunications solutions to business customers, enhancing client acquisition and retention.
- Generated new business through consultative sales.
- Generated new business through consultative sales, aligning solutions with client needs.
- Managed customer relationships from prospecting to implementation, ensuring seamless onboarding and satisfaction.
- Collaborated with internal teams to deliver exceptional customer experiences.
- Key Responsibilities
Education
Marketing -
Columbus State Community College
Columbus, OHSkills
- Customer Experience (CX)
- Customer Success
- Customer Retention
- Salesforce CRM
- Salesforce customization
- Process Improvement
- Process Documentation
- KPI & Performance Reporting
- Project Management
- Project Oversight
- Staff development
- Operational Planning
- Operations Management
- Operational Excellence
- Revenue Growth
- Strategic Planning
- Business strategy
- Organizational Development
- Team leadership
- Cross-Functional Leadership
- Cross-functional collaboration
- Team building
- Employee training
- Training & Development
- Staff development
- Talent acquisition
- Hiring strategies
- Staff management
- Service delivery
- Change Management
- Effective communication
- Problem solving
- Issues resolution
- Conflict resolution
- Performance management
- Performance metrics
- Multitasking and organization
- Time management
- Task delegation
- Vendor management
- Telecommunications & Technology
- Business operations
- Issues resolution
- Performance management
- Multitasking and organization
- Time management
- Staff development
- Vendor management
- Process improvement
- Employee development
- Task delegation
- Staff management
LEADERSHIP HIGHLIGHTS
- 20+ years leading operations, customer experience, and sales organizations.
- Successfully managed teams of up to 11 direct reports.
- Extensive experience developing scalable operational processes.
- Strong background in organizational transformation and change management.
- Expert in coaching leaders and developing high-performing teams.
- Deep telecommunications industry knowledge across sales, operations, and customer success.
- Experienced in Salesforce process optimization and workflow development.
- Skilled at utilizing process improvements to reduce cost and headcount while maintaining service quality.
Timeline
Director, CX Primary Accounts
UPSTACK
08.2022 - Current
Vice President of Operations
ChaseTek
01.2008 - 08.2022
Midwest Channel Manager
XO Communications (now Verizon Business)
01.2005 - 01.2008
Director of Sales
NuVox (now Windstream)
01.2003 - 01.2005
Account Executive
XO Communications (now Verizon Business)
01.2002 - 01.2003
Marketing -
Columbus State Community College