In this episode, Dr. Laura Sicola interviews Richard Blank, the CEO of Costa Rica's Call Center, about the importance of communication skills and influence in the business world. They discuss the value of soft skills, such as foreign language proficiency, and the need to recognize and leverage one's unique talents.

Richard challenges listeners to improve their voicemail messages and congruence between their audio and visual presence. They also talk about the importance of giving people a personalized outbound voicemail message and the impact it has on the impression they leave.

He emphasizes the importance of trust, faith, and having a sense of humor in building relationships and achieving success.

In this episode you will learn:
Character during chaos is an important leadership trait.
Promote individuals based on their strengths and redirect them to roles where they can excel.
Express appreciation and acknowledge the contributions of team members.
Take calculated risks and communicate with stakeholders about challenges and unique aspects of the business. Soft skills, including foreign language proficiency, are valuable and marketable skills in the business world.
Recognize and leverage your unique talents and skills, and don't downplay their importance.
Improve your voicemail message and ensure congruence between your audio and visual presence.
Give a personalized outbound voicemail message to make a positive impression.
Be the lone voice of dissent when necessary and advocate for others.

About Richard Blank

At 27 years old, Richard relocated to Costa Rica to train employees for one of the larger call centers in San Jose. He has trained over 10 000 bilingual telemarketers over two decades. Richard has the largest collection of restored American Pinball machines and antique 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.



You can connect with Richard in the following way:
Website: https://costaricascallcenter.com
Facebook: https://www.facebook.com/groups/businessprocessoutsourcingcallcenter
YouTube: https://www.youtube.com/channel/UC9ST99AEp7COEWS4q4VUw4Q
LinkedIn: https://www.linkedin.com/in/costaricascallcenter/

You can connect with Dr. Laura Sicola in the following ways:
LinkedIn: https://www.linkedin.com/in/drlaurasicola
LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc
YouTube: https://www.youtube.com/@LauraSicolainc
Facebook: Dr. Laura Sicola
Twitter: @LauraSicola
Instagram: @drlaurasicola
Website: https://laurasicola.com
Laura’s Online Course: virtualinfluence.today

See omnystudio.com/listener for privacy information.

In this episode, Dr. Laura Sicola interviews Richard Blank, the CEO of Costa Rica's Call Center, about the importance of communication skills and influence in the business world. They discuss the value of soft skills, such as foreign language proficiency, and the need to recognize and leverage one's unique talents.
Richard challenges listeners to improve their voicemail messages and congruence between their audio and visual presence. They also talk about the importance of giving people a personalized outbound voicemail message and the impact it has on the impression they leave.
He emphasizes the importance of trust, faith, and having a sense of humor in building relationships and achieving success.
In this episode you will learn:
<ul>
<li>Character during chaos is an important leadership trait.</li>
<li>Promote individuals based on their strengths and redirect them to roles where they can excel.</li>
<li>Express appreciation and acknowledge the contributions of team members.</li>
<li>Take calculated risks and communicate with stakeholders about challenges and unique aspects of the business. Soft skills, including foreign language proficiency, are valuable and marketable skills in the business world.</li>
<li>Recognize and leverage your unique talents and skills, and don't downplay their importance.</li>
<li>Improve your voicemail message and ensure congruence between your audio and visual presence.</li>
<li>Give a personalized outbound voicemail message to make a positive impression.</li>
<li>Be the lone voice of dissent when necessary and advocate for others.</li>
</ul>
About Richard Blank
At 27 years old, Richard relocated to Costa Rica to train employees for one of the larger call centers in San Jose. He has trained over 10 000 bilingual telemarketers over two decades. Richard has the largest collection of restored American Pinball machines and antique 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.
 
You can connect with Richard in the following way:
<ul>
<li>Website: <a href="https://costaricascallcenter.com/en/videos/">https://costaricascallcenter.com</a></li>
<li>Facebook: <a href="https://www.facebook.com/groups/businessprocessoutsourcingcallcenter">https://www.facebook.com/groups/businessprocessoutsourcingcallcenter</a></li>
<li>YouTube: <a href="https://www.youtube.com/channel/UC9ST99AEp7COEWS4q4VUw4Q">https://www.youtube.com/channel/UC9ST99AEp7COEWS4q4VUw4Q</a></li>
<li>LinkedIn: <a href="https://www.linkedin.com/in/costaricascallcenter/">https://www.linkedin.com/in/costaricascallcenter/</a></li>
</ul>
You can connect with Dr. Laura Sicola in the following ways:
<ul>
<li>LinkedIn: https://www.linkedin.com/in/drlaurasicola</li>
<li>LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc</li>
<li>YouTube: https://www.youtube.com/@LauraSicolainc</li>
<li>Facebook: Dr. Laura Sicola</li>
<li>Twitter: @LauraSicola</li>
<li>Instagram: @drlaurasicola</li>
<li>Website: https://laurasicola.com</li>
<li>Laura’s Online Course: virtualinfluence.today</li>
</ul>
See omnystudio.com/listener for privacy information.

When you speak, do you want to inspire others and be recognized as a true leader? Do you want to feel more confident, have greater influence, and get bigger results? This is the show for executives, business owners and leaders who need to command the room, connect with their audience and close the deal.

Join host Dr. Laura Sicola, communication and influence expert, as she interviews world-class business and industry leaders, who reveal the importance of strong communication skills in their success and the (sometimes hard) lessons they learned along the way. You’ll gain insights into confident public speaking, conflict management, executive presence, and more!

For more information, visit https://www.speakingtoinfluence.com 

To book Laura as a guest or speaker email info@vocalimpactproductions.com

Speaking to Influence

When you speak, do you want to inspire others and be recognized as a true leader? Do you want to feel more confident, have greater influence, and get bigger results? This is the show for executives, business owners and leaders who need to command the room, connect with their audience and close the deal. Join host Dr. Laura Sicola, communication and influence expert, as she interviews world-class business and industry leaders, who reveal the importance of strong communication skills in their success and the (sometimes hard) lessons they learned along the way. You’ll gain insights into confident public speaking, conflict management, executive presence, and more! For more information, visit https://www.speakingtoinfluence.com  To book Laura as a guest or speaker email info@laurasicola.com

When you speak, do you want to inspire others and be recognized as a true leader? Do you want to feel more confident, have greater influence, and get bigger results? This is the show for executives, business owners and leaders who need to command the room, connect with their audience and close the deal. Join host Dr. Laura Sicola, communication and influence expert, as she interviews world-class business and industry leaders, who reveal the importance of strong communication skills in their success and the (sometimes hard) lessons they learned along the way. You’ll gain insights into confident public speaking, conflict management, executive presence, and more! For more information, visit https://www.speakingtoinfluence.com  To book Laura as a guest or speaker email info@laurasicola.com

Richard Blank - CRCC - Building Rapport: Getting to Know Your Team

In this episode, Dr. Laura Sicola interviews Angelo J Valletta, CEO of Ben Franklin Technology Partners, about leadership communication and taking risks. They discuss the importance of concise communication, the challenges of being an expert in a specific field, and the need for empathy and servant leadership.

Angelo shares a personal story about dealing with a toxic team member and the lessons he learned from that experience. He also talks about taking a big risk in his career and how he communicated that decision to key stakeholders.

In this conversation, Angelo J. Valletta discusses the risks he took in his career and the importance of understanding the core drivers of revenue in an organization. He shares his experience in advocating for mobile banking and the challenges of persuading others to invest in new technology. Angelo also emphasizes the value of empathy in communication and the importance of storytelling to effectively convey messages.

He challenges listeners to practice empathy and find ways to help others within their organizations. Angelo also shares his journey of developing concise storytelling skills and the impact of having mentors in his career.

In this episode you will learn:
Master your subject to communicate complex ideas simply and concisely.
Listen more than you speak to engage your audience effectively.
Empathy and servant leadership are crucial for building a cohesive and successful team.
Dealing with toxic team members requires addressing the issue directly and setting clear boundaries.
Taking risks in your career can lead to growth and new opportunities, but it's important to communicate your decisions to key stakeholders.
Understanding the core drivers of revenue in an organization is crucial for success.
Advocating for new technology and innovation may require persuading others to invest in the future rather than focusing solely on immediate revenue.
Empathy is a powerful communication skill that can help build relationships and drive success.
Storytelling is an effective way to convey messages and engage others.
Having mentors can greatly impact your personal and professional development.



About Angelo J. Valletta

Angelo has close to forty years of progressively responsible managerial experience in diverse industries with companies ranging in size from small consultants to multi-national firms. He has a proven track record of developing and building effective internal and outsourced distributed teams and is a turn-around specialist in operations and customer service.

He has held multiple board-level leadership roles and had his book “7 Rs of Leadership and Life” recently published by Newman Springs.

Angelo currently serves as President and CEO for the Ben Franklin Technology Partners of Northeastern Pennsylvania. Prior to joining Ben Franklin Northeast, he served in several executive leadership roles at FISGlobal, one of the largest FinTech’s in the world; President and CEO of an independent Community Foundation; Senior Vice President and Chief Bank Operations and Information Officer at Sun National Bank; and Philadelphia Market Chief Information Officer at PNCBank. Angelo earned his undergraduate degree in Computer Science from Temple University and his MBA from Philadelphia University.

He serves on several non-profit boards and mentors students at a number of fine universities. 

You can connect with Angelo J. Valletta in the following ways:


LinkedIn: https://www.linkedin.com/in/aundrea-mitchell-06746370/


 “7 Rs of Leadership and Life” book:https://www.newmansprings.com/release/?book=7rs-of-leadership-and-life
Ben Franklin Technology Partners:https://benfranklin.org/

You can connect with Dr. Laura Sicola in the following ways:
LinkedIn: https://www.linkedin.com/in/drlaurasicola
LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc
YouTube: https://www.youtube.com/@LauraSicolainc
Facebook: Dr. Laura Sicola
Twitter: @LauraSicola
Instagram: @drlaurasicola
Website: https://laurasicola.com
Laura’s Online Course: virtualinfluence.today

See omnystudio.com/listener for privacy information.

In this episode, Dr. Laura Sicola interviews Angelo J Valletta, CEO of Ben Franklin Technology Partners, about leadership communication and taking risks. They discuss the importance of concise communication, the challenges of being an expert in a specific field, and the need for empathy and servant leadership.
Angelo shares a personal story about dealing with a toxic team member and the lessons he learned from that experience. He also talks about taking a big risk in his career and how he communicated that decision to key stakeholders.
In this conversation, Angelo J. Valletta discusses the risks he took in his career and the importance of understanding the core drivers of revenue in an organization. He shares his experience in advocating for mobile banking and the challenges of persuading others to invest in new technology. Angelo also emphasizes the value of empathy in communication and the importance of storytelling to effectively convey messages.
He challenges listeners to practice empathy and find ways to help others within their organizations. Angelo also shares his journey of developing concise storytelling skills and the impact of having mentors in his career.
In this episode you will learn:
<ul>
<li>Master your subject to communicate complex ideas simply and concisely.</li>
<li>Listen more than you speak to engage your audience effectively.</li>
<li>Empathy and servant leadership are crucial for building a cohesive and successful team.</li>
<li>Dealing with toxic team members requires addressing the issue directly and setting clear boundaries.</li>
<li>Taking risks in your career can lead to growth and new opportunities, but it's important to communicate your decisions to key stakeholders.</li>
<li>Understanding the core drivers of revenue in an organization is crucial for success.</li>
<li>Advocating for new technology and innovation may require persuading others to invest in the future rather than focusing solely on immediate revenue.</li>
<li>Empathy is a powerful communication skill that can help build relationships and drive success.</li>
<li>Storytelling is an effective way to convey messages and engage others.</li>
<li>Having mentors can greatly impact your personal and professional development.</li>
</ul>
 
About Angelo J. Valletta
Angelo has close to forty years of progressively responsible managerial experience in diverse industries with companies ranging in size from small consultants to multi-national firms. He has a proven track record of developing and building effective internal and outsourced distributed teams and is a turn-around specialist in operations and customer service.
He has held multiple board-level leadership roles and had his book “7 Rs of Leadership and Life” recently published by Newman Springs.
Angelo currently serves as President and CEO for the Ben Franklin Technology Partners of Northeastern Pennsylvania. Prior to joining Ben Franklin Northeast, he served in several executive leadership roles at FISGlobal, one of the largest FinTech’s in the world; President and CEO of an independent Community Foundation; Senior Vice President and Chief Bank Operations and Information Officer at Sun National Bank; and Philadelphia Market Chief Information Officer at PNCBank. Angelo earned his undergraduate degree in Computer Science from Temple University and his MBA from Philadelphia University.
He serves on several non-profit boards and mentors students at a number of fine universities. 
You can connect with Angelo J. Valletta in the following ways:
<ul>
<li>
LinkedIn: <a href="https://www.linkedin.com/in/angelovalletta/">https://www.linkedin.com/in/aundrea-mitchell-06746370/</a>
</li>
<li>
<a href="https://www.linkedin.com/in/mistymuscatel/"></a> “7 Rs of Leadership and Life” book: <a href="https://www.newmansprings.com/release/?book=7rs-of-leadership-and-life">https://www.newmansprings.com/release/?book=7rs-of-leadership-and-life</a>
</li>
<li>Ben Franklin Technology Partners: <a href="https://benfranklin.org/">https://benfranklin.org/</a></li>
</ul>
You can connect with Dr. Laura Sicola in the following ways:
<ul>
<li>LinkedIn: https://www.linkedin.com/in/drlaurasicola</li>
<li>LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc</li>
<li>YouTube: https://www.youtube.com/@LauraSicolainc</li>
<li>Facebook: Dr. Laura Sicola</li>
<li>Twitter: @LauraSicola</li>
<li>Instagram: @drlaurasicola</li>
<li>Website: https://laurasicola.com</li>
<li>Laura’s Online Course: virtualinfluence.today</li>
</ul>
See omnystudio.com/listener for privacy information.

Angelo J. Valletta: Concise Communication, Empathy  and Servant Leadership

In this episode of Speaking to Influence, Dr. Laura Sicola interviews Aundrea Mitchell, president of Customer Contact Services. Aundrea shares her experiences of handling a major error, turning a crisis into trust.

Hear how she faced the challenge head-on, communicated transparently, and built trust through teamwork and honesty. It’s a testament to the strength of partnership and the importance of owning up to mistakes. 💪✨

In this episode you will learn:
Understanding your audience is crucial for effective communication.
Tailoring your approach can lead to better results.
Mistakes are opportunities for growth and building trust.
Advocating for others can help unlock their potential.
Self-awareness is key to improving communication skills.
Simplicity can often lead to better solutions.
Personality assessments can enhance team dynamics.
Leaders should help find the right roles for their team members.
Developing tact can improve interpersonal relationships.

About Aundrea Mitchell

Aundrea Mitchell is the President of CCS (Customer Contact Services), headquartered in Minnetonka, Minnesota, a Minneapolis suburb.

Before assuming her role as President in May 2020, she served as the company’s Director of Operations from July 2012 to May 2020. During that time she played a key role in the successful integration of several timely acquisitions, and the diversification of the CCS line of services from primarily telephone answering to a full suite of BPO (business process outsourcing) services.

Under her leadership, CCS passed 20 million client contacts and achieved a 98% first call resolution rate, placing it among the industry’s best.

You can connect with Aundrea Mitchell in the following ways:


LinkedIn: https://www.linkedin.com/in/aundrea-mitchell-06746370/


Customer Contact Services website: https://www.yourccsteam.com/



You can connect with Dr. Laura Sicola in the following ways:
LinkedIn: https://www.linkedin.com/in/drlaurasicola
LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc
YouTube: https://www.youtube.com/@LauraSicolainc
Facebook: Dr. Laura Sicola
Twitter: @LauraSicola
Instagram: @drlaurasicola
Website: https://laurasicola.com
Laura’s Online Course: virtualinfluence.today

See omnystudio.com/listener for privacy information.

In this episode of Speaking to Influence, Dr. Laura Sicola interviews Aundrea Mitchell, president of Customer Contact Services. Aundrea shares her experiences of handling a major error, turning a crisis into trust.
Hear how she faced the challenge head-on, communicated transparently, and built trust through teamwork and honesty. It’s a testament to the strength of partnership and the importance of owning up to mistakes. 💪✨
In this episode you will learn:
<ul>
<li>Understanding your audience is crucial for effective communication.</li>
<li>Tailoring your approach can lead to better results.</li>
<li>Mistakes are opportunities for growth and building trust.</li>
<li>Advocating for others can help unlock their potential.</li>
<li>Self-awareness is key to improving communication skills.</li>
<li>Simplicity can often lead to better solutions.</li>
<li>Personality assessments can enhance team dynamics.</li>
<li>Leaders should help find the right roles for their team members.</li>
<li>Developing tact can improve interpersonal relationships.</li>
</ul>
About Aundrea Mitchell
Aundrea Mitchell is the President of CCS (Customer Contact Services), headquartered in Minnetonka, Minnesota, a Minneapolis suburb.
Before assuming her role as President in May 2020, she served as the company’s Director of Operations from July 2012 to May 2020. During that time she played a key role in the successful integration of several timely acquisitions, and the diversification of the CCS line of services from primarily telephone answering to a full suite of BPO (business process outsourcing) services.
Under her leadership, CCS passed 20 million client contacts and achieved a 98% first call resolution rate, placing it among the industry’s best.
You can connect with Aundrea Mitchell in the following ways:
<ul>
<li>
LinkedIn: https://www.linkedin.com/in/aundrea-mitchell-06746370/
</li>
<li>
<a href="https://www.linkedin.com/in/mistymuscatel/"></a>Customer Contact Services website: https://www.yourccsteam.com/
</li>
</ul>
 
You can connect with Dr. Laura Sicola in the following ways:
<ul>
<li>LinkedIn: https://www.linkedin.com/in/drlaurasicola</li>
<li>LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc</li>
<li>YouTube: https://www.youtube.com/@LauraSicolainc</li>
<li>Facebook: Dr. Laura Sicola</li>
<li>Twitter: @LauraSicola</li>
<li>Instagram: @drlaurasicola</li>
<li>Website: https://laurasicola.com</li>
<li>Laura’s Online Course: virtualinfluence.today</li>
</ul>
See omnystudio.com/listener for privacy information.

Aundrea Mitchell - Customer Contact Services: Building Trust Through Transparency

Dr. Sarah Combs, CEO of University Area Community Development Corporation, shares her insights on the importance of active listening and recounts a personal experience where she failed to fully listen to a direct report, leading to a strained relationship. Dr. Combs also discusses the significance of engaging the community and seeking their input before making decisions. She shares a story about a project where she had to pivot from building housing to creating a park based on community feedback. She highlights the importance of humility and being willing to admit mistakes as a leader.

In this episode, you will learn:
How important active listening is
Engaging the community and seeking their input before making decisions is essential for effective leadership.
Humility is important for leaders to admit mistakes and be willing to change course when necessary.
Learning from personal experiences and mistakes can lead to valuable lessons that can be shared with others to help them become better leaders.
Focus on solutions and progress rather than dwelling on problems.
Complimenting others can have a positive impact and increase influence.
Speaking up as the lone voice of dissent or disagreement is important, especially in planning efforts.

About Dr. Sarah Combs

As the Executive Director and CEO of University Area CDC, Dr. Sarah leads a community development corporation that empowers and supports residents in one of the most underserved areas in Tampa, Florida. With a doctorate in business administration, she applies strategic thinking and innovative solutions to address the complex challenges of poverty, crime, health, housing and education in our community.

Dr. Sarah has 14 years of experience in this role, and she is also a published author and a courtesy assistant professor at the University of South Florida Muma College of Business. She has developed and implemented multiple programs and services that have improved the quality of life, well-being, and self-sufficiency of thousands of families and individuals. She has also forged strong partnerships with local and national stakeholders, secured significant funding and grants, and enhanced the visibility and reputation of her organization. Dr. Sarah's mission is to create a vibrant and sustainable community where everyone can thrive and belong.

You can connect with Dr. Sarah Combs in the following ways:


LinkedIn: https://www.linkedin.com/in/sarahkcombs/


University Area CDC website: https://www.uacdc.org/



You can connect with Dr. Laura Sicola in the following ways:
LinkedIn: https://www.linkedin.com/in/drlaurasicola
LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc
YouTube: https://www.youtube.com/@LauraSicolainc
Facebook: Dr. Laura Sicola
Twitter: @LauraSicola
Instagram: @drlaurasicola
Website: https://laurasicola.com
Laura’s Online Course: virtualinfluence.today

See omnystudio.com/listener for privacy information.

Dr. Sarah Combs, CEO of University Area Community Development Corporation, shares her insights on the importance of active listening and recounts a personal experience where she failed to fully listen to a direct report, leading to a strained relationship. Dr. Combs also discusses the significance of engaging the community and seeking their input before making decisions. She shares a story about a project where she had to pivot from building housing to creating a park based on community feedback. She highlights the importance of humility and being willing to admit mistakes as a leader.
In this episode, you will learn:
<ul>
<li>How important active listening is</li>
<li>Engaging the community and seeking their input before making decisions is essential for effective leadership.</li>
<li>Humility is important for leaders to admit mistakes and be willing to change course when necessary.</li>
<li>Learning from personal experiences and mistakes can lead to valuable lessons that can be shared with others to help them become better leaders.</li>
<li>Focus on solutions and progress rather than dwelling on problems.</li>
<li>Complimenting others can have a positive impact and increase influence.</li>
<li>Speaking up as the lone voice of dissent or disagreement is important, especially in planning efforts.</li>
</ul>
About Dr. Sarah Combs
As the Executive Director and CEO of University Area CDC, Dr. Sarah leads a community development corporation that empowers and supports residents in one of the most underserved areas in Tampa, Florida. With a doctorate in business administration, she applies strategic thinking and innovative solutions to address the complex challenges of poverty, crime, health, housing and education in our community. Dr. Sarah has 14 years of experience in this role, and she is also a published author and a courtesy assistant professor at the University of South Florida Muma College of Business. She has developed and implemented multiple programs and services that have improved the quality of life, well-being, and self-sufficiency of thousands of families and individuals. She has also forged strong partnerships with local and national stakeholders, secured significant funding and grants, and enhanced the visibility and reputation of her organization. Dr. Sarah's mission is to create a vibrant and sustainable community where everyone can thrive and belong.
You can connect with Dr. Sarah Combs in the following ways:
<ul>
<li>
LinkedIn: https://www.linkedin.com/in/sarahkcombs/
</li>
<li>
<a href="https://www.linkedin.com/in/mistymuscatel/"></a>University Area CDC website: https://www.uacdc.org/
</li>
</ul>
 
You can connect with Dr. Laura Sicola in the following ways:
<ul>
<li>LinkedIn: https://www.linkedin.com/in/drlaurasicola</li>
<li>LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc</li>
<li>YouTube: https://www.youtube.com/@LauraSicolainc</li>
<li>Facebook: Dr. Laura Sicola</li>
<li>Twitter: @LauraSicola</li>
<li>Instagram: @drlaurasicola</li>
<li>Website: https://laurasicola.com</li>
<li>Laura’s Online Course: virtualinfluence.today</li>
</ul>
See omnystudio.com/listener for privacy information.

Richard Blank - CRCC - Building Rapport: Getting to Know Your Team

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