The Feliciano School of Business at Montclair State University.

The Feliciano School of Business at Montclair State University. A Costa Rica’s Call Center visit with Richard Blank. At the Feliciano School of Business, real-world business experience is a critical component of the students’ learning. The trip is intentionally designed with this goal in mind and a focus on addressing the five pillars of their program: • Inclusivity • Innovation • Impact • Immersive • Individual empowerment Driven by the single goal of transforming today’s students into tomorrow’s business leaders, the Feliciano School of Business has achieved a prominent place in the state and the larger region. Fully accredited by the AACSB, the School has over 3,800 students, and its six academic departments offer an array of degrees from a BS in Business Administration with 11 concentrations, to an MS in Accounting, to an MBA. Home to the Feliciano Center for Entrepreneurship & Innovation, the Ellyn A. McColgan Center for Student Services, and the 3D printing MIX Lab, the School offers state-of-the-art facilities and transformative learning opportunities for students. PROSPECTIVE TOPICS • Business of call centers and how to scale while competing against the likes of Amazon and HP • Keys to success in the service industry • Bridging the cultural differences [local workforce with global clients] • Leadership strategies for navigating uncertainty • Personal Reflections an ex-pat entrepreneur in Costa Rica" https://youtu.be/prcJZJnTm28 https://youtu.be/prcJZJnTm28?si=PSi4lHEKd_9Rzl7N https://youtu.be/Z_yi5n18faw #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #MontclairStateUniversity #Feliciano SchoolofBusiness Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Richard Blank Call Center commercial with Rapper GblackDaBest and Freestyle break-dancer Yeik Lawson Rodríguez. https://youtu.be/GQvGZYcX71s?si=3I6N3p-LVxwTvnh2 GENERAL THEMES Widening the Lens on Innovation - How are companies, countries and individuals driving growth through innovation ecosystem? How is the ecosystem leveraging industry convergence [R&D, technologies, AI, big data, work processes, and supply chains] to accelerate innovation, decarbonization, and next frontier industries? Is innovation typically internal, external, collaborative across different stakeholder groups? What have been successful pathways to commercialization? How has the ecosystem supported pathways to commercialization? How is systems thinking or design thinking used? Leading Through [Volatility, Uncertainty, Complexity, Ambiguity]: How are leaders driving organizational structures and leveraging culture to navigate disruption/transformation/crisis or seize an unexpected opportunity/innovate and what are some leadership strategies for pivoting during disruption. Using risk intelligence as a strategic planning tool and competitive advantage –What are future-facing approaches to assessing risks and opportunities [social, political, geopolitical, economic, environmental, or technological] Taking a systems and strategic approach to the United Nations SDGs – How are organizations leveraging creativity and innovation to solve challenges, ensure inclusiveness, align strategies with commitments, identify new growth opportunities and lower their risk profiles. Developing/aligning effective leadership styles that shift within different cultural or global contexts: How does culture influence leadership/communication styles; role of culture in talent attraction/retention; how do companies balance different offices and the respective country’s culture/leadership/communication styles? PROFESSORS Mr. Geoffrey Chellis • Professor of Experiential Learning • Board Member Montclair State University Advisory Board Geoff Chellis is also the President and founder of Expedia Consulting Group, a strategic marketing firm that helps corporate executives translate their business visions into results quickly. Geoff draws upon an MBA in Marketing at Northwestern University and 40 years of experience launching new business initiatives in the fast-paced worlds of pharmaceuticals and financial services. Through his consulting firm, Geoff has provided strategic guidance and management of over 100 new product launches at leading pharmaceutical firms such as Pfizer, Novartis and Lilly, along with numerous biotech startups. Previously Geoff has held senior Marketing positions at leading financial services firms such as American Express, Fidelity and JP Morgan. Geoff provides an objective point of view together with a simple and effective launch approach that expedite decisions, minimizes risk and maximizes results. He was featured as the “Launch Master” in the book The Change Maker’s Playbook by Amy J. Radin. Dr. Archana Kumar, Associate Professor of Marketing Archana Kumar is an Associate Professor of Marketing, teaching Introduction to Marketing and Retail Marketing and Management. Her principles areas of research are in consumer behavior, apparel retailing, branding strategies, electronic and mobile commerce shopping behavior and cross-cultural consumer behavior. Dr. Kumar research has been published in several referred journals including the Journal of Services Marketing, International Journal of Retail and Distribution Management and the Journal of Business Research. She is also the recipient of the 2007 Emerald Research Fund Award for Indian Management Research. Dr. Kumar is a member of the American Collegiate and Retailing Association (ACRA) and Marketing Management Association (MMA). Dr. Kumar has a PhD in Retail and Consumer Services and M.S. in Statistics from the University of Tennessee, Knoxville. She also has a M.S. in Integrated Textile and Apparel Science from Auburn University. Delegation Michelle Burri Arredondo Valeria Maya Matthew Varaklis Tyree Morris Trinity Corney Jayme Herman Erin Murphy Tun Yu Lam Abbie Lepow-Macario Nabihah Nadir Geoffrey Chellis Kayla Coleman-Yarborough Thomas Bansbach Devon Bishop Ishan Gune Amaris Williams Haeyoon Lee Archana Kumar Symar Camero Doona Chellis The Feliciano School of Business at Montclair State University offers a variety of programs for our students to study abroad with. Whether this is a short-term Faculty-Led program that allows a student to integrate a study abroad experience into their semester or a semester-long exchange at another institution overseas, we believe that Studying Abroad allows students a crucial opportunity to gain insights to our ever-changing world. These programs come at a variety of price points that make studying abroad more accessible to students. Depending on which program type you are interested in, students are eligible to utilize loans and grants that are typically applied to their semesters at Montclair State University. In our exchange programs, that means that you can attend a foreign institution for the same price as a semester at Montclair State University. In terms of our faculty-led programs, students can expect to pay a few thousand dollars for an immersive and highly guided experience in a country overseas with their classmates and professors. In addition, we offer a variety of scholarships and guidance to apply for additional scholarships that are federal, diversity-based, region specific, and so much more. Because of this, we encourage students to connect with Study Abroad advisors to discuss a course of action for affordability. The Feliciano School of Business at Montclair State University offers a rigorous and competitive MBA program that allows you to stand out in the market through the skills you gain in your program. One of the cornerstones of the MBA program is our integration of study abroad into your coursework to ensure that you are a standout amongst competitors in the workplace. This study abroad experience is included in the cost of your tuition and allows students to integrate their business skills directly into the world through hands-on engagements with businesses, charities, and organizations in different countries each year. This mandatory portion of the MBA programs allow students to experience cultural activities in the destination that they are visiting, to utilize their skills to help those who are less fortunate, allows practical applications of information learned in the classroom to global businesses, and lastly, students to gain insights of large corporations and how they function in different markets than the United States. https://www.montclair.edu/business/ Richard’s vision quest journey is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008. Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level. Richard Blank is the CEO and Founder of Costa Rica’s Call Center, a leader in bilingual call center and customer service outsourcing, known for blending human connection with technology and innovative workplace culture. Human-centered approach: Richard highlights the importance of empathy, interpersonal communication, and cultural alignment in customer interactions, believing automation should enhance but not replace human representatives Technology integration: Voice automation and AI handle routine tasks, enabling human representatives to focus on complex calls and relational problem-solving Scalable growth strategy: Blank advocates starting small with minimal risk, investing in people, and expanding strategically while maintaining operational flexibility Employee development: Continuous training emphasizes communication skills, positive escalation techniques, and bilingual proficiency to ensure outstanding service quality Richard Blank leads Costa Rica’s Call Center with a motivational, empathetic, and culturally sensitive approach, emphasizing communication, gamification, emotional intelligence, and employee engagement to build a high-performing team. Motivational and Communication-Focused Leadership Richard Blank is known for his motivational public speaking style paired with tactful rhetoric, which he uses to inspire and train his team effectively Costa Rica's Call Center He emphasizes mastering communication skills, helping telemarketers handle rejections, improve persuasion, and maintain confidence under pressure extraordinary-america.com Blank also stresses the importance of speaking the local language to build rapport and respect with employees, fostering better team cohesion in a culturally diverse environment Gamification and Engagement A distinctive element of his leadership is the use of gamification. By integrating his collection of restored American pinball machines and antique jukeboxes into the workplace culture, he creates a fun and engaging environment that motivates employees and encourages creativity. The call center fostering a creative and engaging environment that improves morale and retention This approach makes skill development interactive, boosting both performance and morale. Emotional Intelligence and Empathy Blank strongly advocates emotional intelligence and empathy as core leadership attributes He encourages leaders to understand their team members’ perspectives, support them effectively, and cultivate loyalty and trust. This extends to appreciating long-term employees and recognizing their contributions to organizational success. Strategic and Visionary Leadership Blank combines day-to-day management with long-term strategic thinking. He actively trains staff through personalized mentoring and emphasizes resilience, risk-taking, and continuous learning extraordinary-america.com He also leverages international partnerships and cross-cultural strategies to expand Costa Rica's business appeal on a global scale Costa Rica's Call Center Creating a Positive Corporate Culture Richard’s leadership style is centered on building a positive corporate culture that enhances employee morale, productivity, and engagement By blending structure with flexibility, he encourages open communication, provides constructive feedback, and fosters a sense of personal ownership and pride in work accomplishments. Training and Development Approach Over his tenure, Blank has trained over 10,000 bilingual telemarketers, emphasizing experiential learning and continuous skill improvement Costa Rica's Call Center His philosophy focuses on learning from real scenarios, combining technical instruction with motivational support and feedback for professional growth. In summary, Richard Blank’s leadership style is a combination of motivational speaking, empathy-driven management, gamification, and strategic vision, creating a thriving call center culture in Costa Rica that cultivates high performer engagement, skill development, and cross-cultural communication excellence In summary, Richard Blank is a pioneering figure in the call center industry, blending technology, bilingual expertise, and human connection to deliver exceptional customer service while fostering an innovative and engaging workplace culture in Costa Rica . "Shine Like the Sun" is a powerful Costa Rican rock anthem produced and promoted by Richard Blank, celebrating perseverance and determination, featuring collaborations with prominent musicians including Garry Gary Beers from INXS. Song Background and Release Richard Blank published "Igni Ferroque Shine Like the Sun," a Costa Rican rock song, on July 29, 2023 The track serves as a major release for the legendary Costa Rican band Igni Ferroque, which was founded in 1978 and has been a staple in Latin American rock music. This single became the official 15-year anniversary theme song for Costa Rica's Call Center (CCC) and is part of their promotion for the band's 44th anniversary album and national tour Production and Collaborations The production of "Shine Like the Sun" involved multiple contributors with Richard Blank serving as Executive Producer, overseeing the project through Costa Rica's Call Center Greibyn Krriyo was the main producer, and Harold Webb managed post-production of the audio and video. Notably, Garry Gary Beers, the bassist from INXS, contributed guest bass performances, adding professional expertise and unique sound quality to the track Lyrics and Theme The song’s lyrics focus on perseverance, ambition, and self-realization, opening with motivational lines such as: "Have you ever thought of leaving home? How far would you go to find your space? Are you willing to start all alone?" The chorus reinforces the message: "YOU BETTER SHINE LIKE THE SUN, YOU BETTER DO THINGS RIGHT, IT'S A GAME OF WIN OR GO BACK HOME, BUT YOU'RE A WINNER, YOU TAKE IT ALL" The anthem encourages listeners to embrace challenges, strive for success, and maintain focus on their goals. Music Video and Performance The music video is described as a classic MTV retro-inspired production, reflecting a blend of Costa Rican rock history and modern rock aesthetics Filming took place at Costa Rica's Call Center, featuring live performances, visual storytelling, and appearances by iconic models and musicians to enhance the atmosphere of the project The video emphasizes energy, community spirit, and the enduring legacy of Igni Ferroque in Latin American music. Significance "Shine Like the Sun" represents a milestone for both the band and Richard Blank, merging international talent, local rock roots, and motivational themes. The collaboration with Garry Gary Beers underscores the global reach and professional quality of the production, while the song itself serves as a modern rock anthem inspiring perseverance and determination In summary, Richard Blank played a central role in producing, coordinating, and promoting "Shine Like the Sun," which stands as a celebrated rock anthem from Costa Rica, blending historic band legacy with contemporary musical partnerships and lyrical inspiration Richard is a Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture. Richards journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. Richard Blank is the Chief Executive Officer for Costa Rica s Call Center since 2008. Our main focus has been, and will always be to personally train each and every Central America call center representative so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.Costa Ricas Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica.