Jessica Calvert Email & Phone Number

Houston, Tx, Us

Houston, Texas Area

Houston, Texas Area

Integrated from Johnson Controls as of 01 September 2015Energetic leader, specialized in analyzing customer requirements and providing unique corporate outsourcing solutions for Shared Services that enables service delivery for Facility Management. I bring to the table a results oriented, collaborative leadership style with the facility management knowledge needed to address business requirements.

Houston, Texas Area

Responsible for delivering strategic business solutions for four Global FM Shared Service Centers based on analysis of customer requirements and providing unique business proposals. + Executed bid responses based on customer needs and in accordance with corporate strategies for profitable growth and global consistency. + Successfully initiated, tracked and achieved deliverables for cross-functional solutions team while utilizing a governance protocols and ensuring best practices. + Formulated Solutions Playbook and ensured it was agreed by interdependent stakeholders.+ Implemented performance driven pricing model through benchmark and productivity analysis

Committed to delivering consistent, high quality and cost efficient services to over 25 customers in a robust Shared Services Call Center environment. + Operational and P&L responsibility for $1M for 20+ direct reports achieving year-over-year targets including 20% continuous improvement savings through consolidation of local helpdesks. + Developed and deployed workforce management performance and engagement programs across three regional call centers to drive continuous improvement in service levels, customer satisfaction and employee diversity and inclusion. + Created KPI reporting in various CMMS platforms to manage complex and specialized, end to end work order management requirements providing early alerts to proactively achieve customer expectations and avoid service disruption.

Houston, Texas Area

+ Progression from Planner Scheduler Lead to supervising call center operations as the HP Helpdesk Manager responsible for P&L of $800K and 15 direct reports. + Lead contract expansion to Latin America/Canada portfolio representing 14 countries, supporting three languages into a centralized call center model. + Active partner on the migration from Maximo to SAP consisting of creating training documents, deployment methodology and implementation across the USA and Latin America regions ensuring compliance of deliverables were achieved with relevant internal and external stakeholders. + Project lead for the transformation of client local-helpdesk operations into a centralized offsite call center model.

Houston, Texas Area

Team Lead - HP Acount Call Center 2007-2009Sr. Planner Scheduler - HP Account 2003-2007Call Center Lead CSR - HP Account 2001-2003