Ric Christensen Email & Phone Number

Cranford, New Jersey And Remote

In my current role, I oversee daily call center operations in support of 12 territories: New Jersey/New York Metro, Long Island, San Francisco Bay Area, Georgia, Greater Toronto Area, Indianapolis, South Bend, Cincinnati, Nashville, Knoxville, Chattanooga, and Westchester. I supervise, mentor, and lead a team of 9 Managers with 180 indirect reports. Key Contributions:- Played integral role in growing call center operations from team of 18 supporting 2 markets to team of 180 supporting 12 markets. - Generated 126,718 appointments across 11 territories and secured $604M+ in sales revenue in 2021.- Facilitated weekly one-on-one mentoring and coaching sessions with Managers to optimize performance. - Developed and rolled-out new policies and processes, including revamping entire attendance policy for clarity and fairness, which has further enabled better workflow management and resource optimization.

Cranford, New Jersey And Remote

In this role, I supervised and led a team of 5 Managers and 100 indirect reports in overseeing call center operations that supported 3 markets. Key Contributions:- Drove successful operations transformation from in-person call center operation to 100% remote operation in response to onset of COVID pandemic in 2020, and ensured smooth business continuity. - Reduced full-time staff work weeks from 6 to 5 days, which boosted morale and improved employee work-life balance.

Cranford, New Jersey And Remote

In 2018, I was promoted to serve as sole manager of call center operations, tasked with interviewing, hiring, firing, and training employees. I created training materials, and managed employee scheduling, payroll, time-off requests, shift swaps, and time cards. Key Contributions:- Drove employee development functions, including holding employees accountable for attaining all assigned KPI metrics, and devising individualized performance improvement plans. - Led team that exceeded appointment goals across all 3 markets in 2019.

Cranford, New Jersey

During this time frame, I managed the Confirmation Department functions, including ensuring all scheduled appointments on calendar were properly confirmed and that all available time slots were booked. I led a team of 10 Lead Managers and Confirmers. Key Contributions:- Conducted frequent, in-depth communications with Sales Leaders and Location Presidents regarding current state of appointment calendar, and spot-assigned leads to Representatives whose appointments had canceled. - Drove smooth post-acquisition takeover of Georgia territory business inherited through acquisition of Moore Holdings Group; facilitated frequent communications with Georgia office to establish and align processes and standards.

Cranford, New Jersey

As Lead Manager, I fielded inbound calls and made outbound calls to ensure all pre-scheduled appointments still worked for the customer in effort to mitigate scheduling issues and ensure smooth operations.

Cranford, New Jersey

In my initial role with the company, I was recognized as the 1st Inside Sales Representative to attain Elite Club status as one of the best outbound performers, and I earned a rapid promotion to Lead Manager.

Philadelphia International Airport

Philadelphia International Airport

Chester, Pennsylvania

Cranford, New Jersey

New Jersey

New Jersey

Jersey City, New Jersey

Old Bridge, New Jersey

Woodbridge, New Jersey

Education record

High School Diploma

Activities and Societies: Chess Club and Tech Crew