Erica Derrico

About Erica Derrico

I’m a customer experience professional with a strong background in contact center operations, team leadership, and performance coaching. I recently stepped into an Assistant Manager role, where I focus on driving results, improving team efficiency, and creating a positive, high-performing environment.I started my career on the front lines as a Chat Specialist, which gave me a deep understanding of both customer needs and the day-to-day challenges agents face. That experience shapes how I lead. I’m hands-on, data-driven, and committed to supporting my team while holding a high standard for performance.I’m known for being organized, adaptable, and someone who gets things done. Whether it’s improving workflows, coaching team members, or jumping in to solve problems, I take pride in contributing right away and making a measurable impact.I’m especially interested in growing within leadership, optimizing operations, and continuing to build teams that deliver both strong results and great customer experiences.

Experience

1. Contact Center Assistant Manager

   Citizens

   Apr 2026 — Present

Education

• Assumption University

  Bachelor's degree, Marketing

  2015 — 2019