Vicky Calvert Email & Phone Number

United States

Enjoy volunteering my strategic support and problem solving skills while leading 2 Directors, 14 Teachers and 60 Children.

Fort Myers, Florida Area

Temporary Operations/Project Management assignment role to elevate the NPS (Net Promoter Score) Customer Experience and overall KPI Performance for 3rd party vendor call centers in the U.S., Canada, and Latin America. Analyzed trends/call drivers and developed tactical strategies to improve processes and performance. Created strong vendor relationships with gold card communication, customized reporting and recognition for vendor employees. Excited to see a 47% improvement in NPS Quality score for low performing centers during my 8 month assignment.

Murfreesboro, Tennessee

Responsible for a CS team of 7 Supervisors and 75+ Representatives. Partnered with leaders to exceed customer’s expectations. Built a thriving culture that retained customers/employees. Promoted inclusion and high participation from leaders and frontline experts. Helped employees to understand competitive pressures and how they can contribute to company success. Analyzed performance trends with a focus on Net Promoter Score opportunities. Identified and removed business process barriers to improve employee satisfaction and enhance the customer journey with VZW. Career coach, teacher and performance manager. Ensured accessibility to my teams for leadership and direction.

Greater Nashville Area

Operational Responsibilities: Managed and developed 6 Coordinators and 2 Business Analysts. Led business initiatives and project teams that focused on employee and customer satisfaction, KPI performance improvement, cost reduction, employee retention, efficiency, quality, career progression and overall process improvement for the Murfreesboro Call Center. Facilitated strategic planning and execution of all programs designed to drive call center performance excellence. Created all call center communication strategies for front line employees, leadership and center Target Vision. Strategy included innovative merchandising themes, logo design, and local website design and development. Launched, measured and presented the effectiveness of new projects and programs. Proactively identified areas of opportunity for business process improvement for all workgroups (CS, TS, LNP, ECP). Developed and designed center/leadership training and incentive programs. Measured and analyzed center performance results including Net Promotor Score with customized local reporting tools. Shared best practices with key stakeholders to include local campaigns, incentive programs, and strategic business processes. Prepared and presented call center strategy and results to senior/executive leadership team. Cultivated and maintained successful alliances with key stakeholders including Center Directors, Managers & Regional Sales and Operations Teams. Promoted an exciting and fun team atmosphere to ensure employee/customer satisfaction everyday!

Murfreesboro, Tennessee

Responsible for a CS team of 7 Supervisors and 75+ Representatives. Partnered with leaders to exceed customer’s expectations. Created an amazing culture that retains customers/employees; promoted inclusion and high participation from leaders and frontline experts. Helped employees to understand competitive pressures and how they can contribute to company success. Analyzed performance trends for opportunities. Identified/solved business process opportunities to improve employee satisfaction and enhance the customer journey with VZW. Career coach, teacher and performance manager. Availability to my teams was a huge priority.

Supported a 1500 person Customer Service Center with direct responsibility for 500+ Full Time employees. Developed and managed eight-second level call center managers and provided support needed to meet team productivity goals. Directed local Training organization to ensure New Hire Training/Continued Education/Leadership training needs were met and that new employees were positioned to meet productivity goals within 90 days. Managed Recruiting department and processes to ensure excellent hiring decisions are made while meeting aggressive headcount goals. Led initiatives and project teams that focused on cost reduction, employee churn, efficiency, and overall process improvement. Successfully moved training organization from facilitator led environment to on-line learner paced training environmentResearched, benchmarked, and developed sales training plan needed to move operation from “cost center” to “profit center”Headed project team that designed an Access data based computer program replacing the manual process for employee performance documentation. Prototype is being considered for national roll outPrivileged to receive an achievement award for leading the team that designed an automated solution for internal payroll process, saving the company nearly $1M upon implementation nation wideEstablished performance metrics and policy and procedure for new products/Lines of Business. Designed and executed proactive communication campaign to educate employees about thecompany’s position on fraud management, which resulted in a reduction of fraud cases in the Nashville location

Bachelor Of Science - Bs, Call Center Operations Management

Bachelor Of Arts (B.A.), Christian Education

Activities and Societies: Member of Sigma Society