Vicky Calvert
NextGen Director at Community Bible Study (Non Profit)- Claim this Profile
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American Sign Language -
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Bio
Credentials
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CCOM - Call Center Operations Management
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Experience
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Community Bible Study (Non Profit)
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United States
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Religious Institutions
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NextGen Director
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Sep 2021 - Present
Enjoy volunteering my strategic support and problem solving skills while leading 2 Directors, 14 Teachers and 60 Children. Enjoy volunteering my strategic support and problem solving skills while leading 2 Directors, 14 Teachers and 60 Children.
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Sony Electronics
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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Operations Team
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Jul 2019 - Feb 2020
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… Show more 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. Show less 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… Show more 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. Show less
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Verizon Wireless
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United States
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Retail
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1 - 100 Employee
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Senior Manager CS
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May 2017 - May 2018
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… Show more 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.
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Associate Director Operations
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Jul 2006 - May 2017
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… Show more 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!
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CS Associate Director
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Sep 2003 - Jul 2006
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… Show more 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.
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Sprint
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Non-profit Organizations
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1 - 100 Employee
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Business Unit Manager
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2000 - 2003
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… Show more 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 environment Researched, 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 out Privileged 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 wide Established performance metrics and policy and procedure for new products/Lines of Business. Designed and executed proactive communication campaign to educate employees about the company’s position on fraud management, which resulted in a reduction of fraud cases in the Nashville location Show less 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… Show more 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 environment Researched, 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 out Privileged 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 wide Established performance metrics and policy and procedure for new products/Lines of Business. Designed and executed proactive communication campaign to educate employees about the company’s position on fraud management, which resulted in a reduction of fraud cases in the Nashville location Show less
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Education
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2011 - 2013
Bellevue University
Bachelor of Science - BS, Call Center Operations Management -
1980 - 1985
Trevecca Nazarene University
Bachelor of Arts (B.A.), Christian Education
Community
