DANIEL RIDGE
GRAPEVINE,TX
Overview
25
25
years of professional experience
Work History
Director of Customer Service & Inside Sales
FELLERS
Grapevine, TX
10.2023 - 04.2026
- Led a team of 75 employees with 2 managers and 1 supervisor reporting directly across customer service and inside sales operations.
- Improved service level from 67% to 98% through tighter service level management and escalation handling.
- Reduced average speed of answer from 3 minutes and 47 seconds to 11 seconds by refining staffing coverage and queue management.
- Lowered average handle time from 8 minutes to 5 minutes and 30 seconds by tracking agent KPI reporting and average handle time analysis.
- Cut company month spend of $80k by eliminating third-party call center support and shifting work in-house.
- Implemented agent KPIs in Microsoft Office Suite, NetSuite, and Salesforce CRM to monitor performance, attrition trends, and daily workload.
Workforce Manager
BAY ALARM COMPANY
Concord, CA
04.2018 - 10.2023
- Reduced overtime costs by $850,000 by tightening staffing plans and aligning coverage to forecasted call demand.
- Raised service level KPI from 40% to 80% by improving forecasting, scheduling, and daily staffing adjustments.
- Analyzed call volume and alarm traffic trends to inform workforce planning and capacity decisions.
- Managed call center agent attendance and adherence to maintain coverage and reduce schedule gaps.
- Forecasted call volume using historical patterns and trend analysis to support staffing decisions.
- Developed staffing schedules in Microsoft Office Suite to support optimal coverage across call center operations.
- Prepared monthly cost per call reporting and tracked attrition to support workforce stability and planning.
Inside Sales / Customer Service Manager
FLOORMASTERS
Hayward, CA
01.2017 - 11.2017
- Developed customer service processes and procedures to strengthen brand awareness across inbound and outbound support channels.
- Coached and mentored inbound and outbound service teams to improve customer loyalty by 15% within 90 days.
- Created training and development programs for customer service agents to strengthen consistency and service quality.
- Implemented online customer training to expand self-service adoption and reduce routine support demands.
- Designed and launched customer feedback surveys to capture service input and guide improvements.
- Applied Salesforce CRM and Microsoft Office Suite to organize customer interactions and support reporting.
- Used NetSuite to track customer activity and support escalation handling across service workflows.
Inside Sales Manager
FUJITSU
Sunnyvale, CA
11.2015 - 01.2017
- Drove $250K in sales growth within the first 45 days by tightening prospecting priorities and follow-up cadence.
- Coached a team of 13 Inside Sales agents on call quality, objection handling, and daily selling habits.
- Raised lead conversion rate from 6% to 18% by refining sales scripts and qualification questions.
- Developed sales scripts and training materials to support more conversational, effective sales calls.
- Built lead campaigns in Salesforce CRM to increase sales activity and keep pipeline follow-up organized.
- Used Microsoft Office Suite to track campaign activity, monitor performance trends, and support KPI reporting.
- Trained sales agents to deliver conversational calls that improved engagement and customer response.
Director of Inside Sales
WAYPOINT HOMES
Oakland, CA
11.2012 - 11.2015
- Increased national leases by 40% by improving contact rates across inside sales outreach.
- Raised conversion rates from 15% to 36% within 90 days through tighter sales execution and follow-up.
- Developed and enforced sales and service center policies with QA standards to improve consistency and accountability.
- Managed a team of 65 employees across inside sales, resident relations, and repair coordination.
- Improved NPS scores through service enhancements, using KPI reporting to track customer experience trends.
- Implemented Rently technology in Microsoft Office Suite and Salesforce CRM workflows to reduce leasing time and cost.
- Managed outsourcing and vendor relationships for third-party call center operations, supporting NetSuite tracking and service level management.
Customer Care Supervisor
COMCAST
Livermore, CA
02.2009 - 11.2012
- Managed 32 virtual call center agents across multiple locations, coordinating day-to-day support and staff scheduling.
- Strengthened service quality and sales performance through product training, coaching representatives on customer conversations and product knowledge.
- Provided frontline product and leadership support to representatives and customers, resolving concerns and reinforcing consistent service delivery.
Sr. Manager Card Services
WASHINGTON MUTUAL CARD SERVICES
Pleasanton, CA
02.2007 - 02.2009
- Assisted in launching an offshore call center in Panama City, Panama, coordinating setup and early operational readiness.
- Approved credit line exceptions on a case-by-case basis, applying sound judgment to customer requests.
- Developed escalation procedures for customer issues and strengthened service level management across the team.
- Coached and developed escalation and sales supervisors to improve day-to-day leadership performance.
- Maintained accurate operational records in Microsoft Office Suite and NetSuite for reporting and tracking.
Resource Manager
COMCAST
Concord, CA
11.2000 - 11.2004
- Managed productivity for a 250-seat technical support, sales, billing, and retention call center.
- Provided leadership support across scheduling, reporting, and traffic control teams.
- Delivered daily, weekly, and quarterly performance reporting to senior leadership using Microsoft Office Suite and KPI reporting.
- Partnered with leadership to optimize call routing, sales performance, and average handle time analysis.
- Applied NetSuite and workforce forecasting to support staffing decisions and daily resource planning.
Education
Bachelor of Science - Sales Management
WESTERN GOVERNORS UNIVERSITY
01-2016
Associate of Arts - Finance
UNIVERSITY OF PHOENIX
01-2013
Timeline
Director of Customer Service & Inside Sales
FELLERS
10.2023 - 04.2026
Workforce Manager
BAY ALARM COMPANY
04.2018 - 10.2023
Inside Sales / Customer Service Manager
FLOORMASTERS
01.2017 - 11.2017
Inside Sales Manager
FUJITSU
11.2015 - 01.2017
Director of Inside Sales
WAYPOINT HOMES
11.2012 - 11.2015
Customer Care Supervisor
COMCAST
02.2009 - 11.2012
Sr. Manager Card Services
WASHINGTON MUTUAL CARD SERVICES
02.2007 - 02.2009
Resource Manager
COMCAST
11.2000 - 11.2004
Associate of Arts - Finance
UNIVERSITY OF PHOENIX
Bachelor of Science - Sales Management
WESTERN GOVERNORS UNIVERSITY