Erika Gramsch
Montclair
Summary
Accomplished Customer Experience leader possessing over 16 years of experience in Customer Care, Health Insurance Sales, Training & Development, and Operations Management. Proven success in designing and executing impactful training programs, driving customer support excellence, and partnering with top-tier brands including HelloFresh, Verizon Wireless, SiriusXM, and LifeLock. Skilled in cultivating cross-functional partnerships, enhancing learning experiences, and leading customer-facing teams in hybrid and remote settings.
Overview
16
16
years of professional experience
Work History
Associate Manager, Global CX Downstream Service Delivery | Learning & Development
HelloFresh
Newark
01.2023 - 07.2025
- Led end-to-end training strategy across multiple Customer Care verticals in various global markets.
- Drove improvements in customer service operations through new hire onboarding, cross-training, and upskilling initiatives.
- Oversaw and audited BPO trainer certifications and performance.
- Maintained alignment with stakeholders on training needs, effectiveness, and improvements in KPIs.
- Hybrid
Senior Associate, US Training & Development
HelloFresh
03.2021 - 01.2023
- Developed and facilitated training programs for frontline agents and leadership.
- Collaborated with instructional designers and CC stakeholders to identify knowledge gaps.
- Owned internal comms on training, product updates, and performance changes.
- Measured post-training effectiveness and refined curricula based on evaluation data.
Senior Associate, Content & Communications
HelloFresh
01.2021 - 03.2021
- Managed internal communication strategies for training, quality, and product updates.
- Delivered training sessions to global audiences, including leadership and agents.
- Oversaw content delivery via email, Workplace, Slack, and other platforms.
Assistant Manager, Contact Center Operations
DialAmerica (now Aucera)
Athens
02.2017 - 04.2019
- Managed site operations and training for healthcare client teams.
- Participated in a national training taskforce to support trainers across multiple locations.
Training Manager II
DialAmerica (now Aucera)
Mahwah
03.2013 - 01.2017
- Led onboarding, ongoing training, and employee development.
- Collaborated with recruiting and management to support retention goals.
- Assisted with payroll and administrative functions as needed.
Team Leader
DialAmerica (now Aucera)
Mahwah
09.2009 - 03.2013
- Supervised sales agents; coached team to improve KPIs and sales effectiveness.
Quality Analyst
DialAmerica (now Aucera)
Mahwah
09.2009 - 09.2012
- Conducted quality assurance reviews and provided feedback to improve customer interactions.
Education
B.A. - Psychology
Ramapo College of New Jersey
Mahwah, NJ05-2010
Skills
- Customer Experience & Support Strategy
- Training Program Development & Facilitation
- Instructional Design Collaboration
- Training Strategy
- Curriculum Development
- Performance Metrics
- Stakeholder Alignment
- Employee Onboarding
- Cross-Training Programs
- Compliance Training
- BPO Trainer Management & Auditing
- Cross-functional Communication
- Performance Management
- Chat & Omnichannel Support
- Quality Assurance & Continuous Improvement
- Slack
- Google Workspace
- Workplace
- Zendesk
- LMS platforms
- KMS systems
- Docebo
- ISpring
- Microsoft Office Suite
- Tableau
- Canva
References
Available upon request.
Accomplishments
- DialAmerica | Attitude Award Winner | Recognized for demonstrating exceptional positivity, professionalism, and a can-do mindset in the workplace | 2016
- DialAmerica | Dream Team Overall Winner | Enterprise Winner in the Training Director Winner & Grand Champion Category | 2017
- DialAmerica | Licensed Agent Graduation Rate | For having a 71% Licensed Agent Graduation Rate (passing state insurance exams), highest in the Enterprise | AEP Ramp Fiscal 2019
References
References available upon request.
Timeline
Associate Manager, Global CX Downstream Service Delivery | Learning & Development
HelloFresh
01.2023 - 07.2025
Senior Associate, US Training & Development
HelloFresh
03.2021 - 01.2023
Senior Associate, Content & Communications
HelloFresh
01.2021 - 03.2021
Assistant Manager, Contact Center Operations
DialAmerica (now Aucera)
02.2017 - 04.2019
Training Manager II
DialAmerica (now Aucera)
03.2013 - 01.2017
Team Leader
DialAmerica (now Aucera)
09.2009 - 03.2013
Quality Analyst
DialAmerica (now Aucera)
09.2009 - 09.2012
B.A. - Psychology
Ramapo College of New Jersey
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