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Director of Call Center

Calvin Naylor Jr. has over 25 years of experience in contact center management including outsourcing, customer service, call center start-ups, and implementing call center technologies. He has held positions such as Call Center Manager and Vice President of Customer Care where he was responsible for operations, meeting service level agreements, and improving customer satisfaction. Naylor aims to implement powerful solutions to streamline processes, accelerate workflow, and ensure goals are met.

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213 views4 pages

Director of Call Center

Calvin Naylor Jr. has over 25 years of experience in contact center management including outsourcing, customer service, call center start-ups, and implementing call center technologies. He has held positions such as Call Center Manager and Vice President of Customer Care where he was responsible for operations, meeting service level agreements, and improving customer satisfaction. Naylor aims to implement powerful solutions to streamline processes, accelerate workflow, and ensure goals are met.

Uploaded by

api-78937736
Copyright
© Attribution Non-Commercial (BY-NC)
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Calvin Naylor Jr.

3716 Colony Park Drive, Tyler, TX 75701


Contact number: 903-581-7644 Cell phone: 903-316-1931
[email protected]
___________________________________________________________________

Over 25 years of contact center experience including the following:


* Outsourcing
* Client services
* Customer service
* Call center start-up
* ACD implementation
* Call center technologies implementation
* Staffing
* Call volume management
* CRM
* Inbound-outbound call management
Responsible for implementing powerful call center technological solutions that s
treamline processes, accelerate workflow, improve contractual efficiencies, and
ensure customer satisfaction goals are met. This included identifying and implem
enting next generation technologies/enhancements to the ACD, IVR, and the Intern
et. Forecasted future budget trends and devised annual and short-term strategic
plans.
Lead negotiations to coordinate efforts between diverse groups to build and moti
vate powerful teams, while translating complex processes into easily understood
language. Interacted with the public on behalf of the company, delivered effecti
ve training materials and compelling presentations.
EXPERIENCE:
NaylorTek LLC, Tyler, TX
Owner Manager 11/2010 - Present
Presently, I am under an open contract as an e-Commerce Broker of a marketing co
mpany. I utilize their website to direct buyers to companies where they can obta
in Travel/Vacation packages and retail commodities at a discount. This is an Int
ernet e-commerce marketing business.

MSB Sightline Call Center, Tyler, TX


Call Center Manager 11/2008 - 04/15/2010
I was responsible for overseeing the MSB Sightline remote operational facilities
at senior management capacity.
-Grew the New MSB Sightline Tyler Texas Call Center from a staff of 29 employees
in 2008 to approximately 300 employees in 2010.
-Revamped the CRS Training program with great results. Improved on many areas of
operations/production floor, that increased productivity and revenue.
-Increased call center annual sales revenue from $3M in 2008 to more than $14M i
n 2009.
-Increased clients/contracts from three to six client accounts, due to improved
performance.
-Implemented new call center next generation technologies (Phone System, Call Re
cording Software, Staffing Software and CRM software.
-Created job descriptions for all call center employees (Exempt and Non-exempt).
-Responsible for overseeing multiple clients, multiple contracts, and had to dem
onstrate a working knowledge of all clients' main business processes and how MSB
's business solutions would support their business.
-Made regular visits to client's site offices, holding client meetings and arran
ging client visits to the Tyler MSB Sightline Call Center.
-Facilitated weekly client call calibrations sessions for six clients in the ins
urance industry.
-Successful in transitioning call center operations (call volume/staffing/techno
logies) from the New Jersey Sightline Call Center to the New Texas Sightline Cal
l Center in 2009.
-Managed client services expectations, built and maintained Operation Management
Plan on all projects.
-Coordinated projects with Account Managers, worked to make sure all clients' ne
eds and requirements were met.
-Assured completion of MSB deliverables according to project plans.
-Proactively identified issues along with solutions to management.
-Implemented changes to improve the daily processes and procedures to assure acc
uracy and the meeting of deadlines and goals.
-Demonstrated a working knowledge of phone system, scripting software, and all p
rograms/databases related to the execution of projects.
NaylorTek LLC Independent Landman Contractor, Tyler, TX
Owner/Manager 04/2006 - 11/2008
-Landman contractor for Dwight Snell and Associates, under my company NaylorTek
LLC. Secured oil/mineral/lease contracts for oil clients.
-Researched land title (Oil, Gas, and Mineral), determined ownership of land, id
entify property owner, and investigate mortgages, liens, encumbrances, and miner
al status.
-Title research consisted of constructing a starting point of the title research
, adding links\ and a final checklist. After reviewing and compiling information
that can go back as far as 200 years, created a mineral owner and oil lease own
er run sheet (Microsoft Access), Current Ownership and Mineral Ownership flowcha
rts (Microsoft Excel), and a Mineral Owner Report (Microsoft Excel, spreadsheet)
.
-Other responsibilities included the ability to define problems, collect data, e
stablish facts, and draw valid conclusions.
-Worked with mathematical concepts such as probability and statistical inference
. Ability to apply concepts such as fractions, percentages, ratios, and proporti
ons to practical situations.
-Reviewed mineral deeds, royalty deeds, mineral leases, pipeline right-of-way, a
nd assignment (Curative work).
COX COMMUNICATIONS, Tyler, Texas
Vice President of Customer Care/Contact Center Operations 9/2000 - 12/2004

Cox is a multiservices operator, with products in MAC cable video, digital, and
high-speed data products.
-Responsible for overseeing three contact centers (East Texas, Louisiana, North
west Arkansas) of 500 employees.
-Led successful effort to turn around service levels, achieving increases of as
much 45%.
-Oversaw total operations of sales, account services, cable support, and high-sp
eed data support.
-Drove customer care annual long-range plan, pre-budget plan, annual budget, and
forecast.
-Directed start-up of Cox Gulf Coast call center in Pensacola, FL. Also directed
the staffing, budget forecasting, and new hire interviews for call center emplo
yees for Cox Gulf Coast Pensacola, Florida and Cox MAC Tyler, Texas.
-Responsible for interviewing and hiring CSRs, TSRs, Supervisors, Managers, and
Directors.
-Tracked call processing trends, proper sales format, attendance, phone staffed
time, conducted one-on-one sessions, and performance reviews.
-Responsible for IVR set-ups and enhancements, call volume, and directing the cu
stomer via IVR to sales, billing, and technical support.
-Supported call center managers and supervisors in planning incentives, employee
recognition programs, commission sale goals, CCR shift scheduling, and customer
/employee satisfaction.
-Purchased and connected Aspect eWorkforce staffing software an Aspect Staffing
enhancement to automate scheduling, which was previously a manual process.
-Created and managed a Virtual Service Network by connecting the call centers in
East Texas, Louisiana, and Northwest Arkansas.
-Connected IVR to assist with prompting customers to select service by product,
make payments on-line, and check account information. The IVR reduced call volum
e in the three call centers by 28%.
-Directed customers to sales team via the IVR, improved close rates by approxima
tely 9% ($1,000,000.00 revenue increase over previous year).
-Added Internet knowledgebase services (a customer self-help tool).
-Implemented Cox quality monitoring and e-Talk ACD enhancement, which improved c
ustomer satisfaction to achieve highest customer satisfaction scores ever, avera
ging 82.5%, compared to 69% before I took over the call center operations. (Cox
standard/target is 77.5%).
FIRST DATA CORPORATION, Pensacola, Florida
Director of Center Operations (Site Executive), 4/1994 - 9/2000
First Data was an outsourcing facility for FDC; MCI WorldCom was our major accou
nt.
-Oversaw the Teleservices remote operational facility at senior management capac
ity, encompassing up to 1,200 employees.
-Responsible for the day-to-day profit and loss, and annual and short-term strat
egic planning.
-Oversaw operations department, human resources, training, quality assurance, an
d work force departments.
-Ensured MCI WorldCom contractual efficiency standards were consistently met or
exceeded.
-Accountable for achieving contractual service requirements and ensuring that ne
w products and services were implemented to the customer's satisfaction.
-Ensured appropriate, effective counseling and coaching of employees took place
in a timely manner.
-Other responsibilities included meeting contractual daily average standard of 9
3% Service Level, 97% average CSR Percent Stationed, 95% Agent Productivity, and
20 seconds ASA. (Worked on call center start-up team in 1994)
ADDITIONAL EXPERIENCE
GREYHOUND LINES, INC., Charlotte, North Carolina, Senior Telecommunications Call
Center Manager, 1980 - 1993.
-Responsible for performance of 300-person call center.
-Monitored productivity of operator performance in the areas of call processing,
proper sales format, attendance, phone staffed time.
- Conducted one-on-one quarterly reviews.
-Tracked call volume, adjusted work force and ACD call traffic flow.
-Balanced calls between four ACDs.
-Ensured accuracy of fare and schedule information. Developed in-house customer
survey task force.
EDUCATION
U.S. STAFFING ADJUSTING SERVICES INSTITUTE, Dallas, Texas
Xactimate Certification 2005
Adjuster 101 Certification 2005
PROED CONSULTANTS PROFESSIONAL INSURANCE TRAINING CENTER, INC., Dallas, Texas
All-Lines Adjuster License 2005
CHRISTIAN LIFE SCHOOL OF THEOLOGY, Columbus, Georgia
B.S., Theology, 2002
YORK TECHNICAL COLLEGE, Rock Hill, South Carolina
Computer Certification, 1993
EXECUTIVE TRAINING CERTIFICATES:
Cox Executive Development Institute 2004
First Data Corporation, Executive Leadership Institute1999
FDC Teleservices, Leadership Institute1997
LICENSING TRAINING
License: Texas Dept. of Insurance, All-Lines Adjuster License 2005
Training and Certification: Certificate of Completion All-Lines Adjuster
Pre-Licensing Course 2005
AWARDS
1998 FDC GEM Award, 1998 FDC President's Club Award 1997 FDC GEM Award 1995 FDC
GEM Award, 1995 FDC President's Club
REFERENCES:
Personal Colleagues:
Tyrone Wilson cell: 580-483-7080 home: 580-357-7236 (7 yrs. business colleague)
Don Parkins cell: 903-570-3838 (7 yrs. business colleague)
MSB Employees:
IS Manager: Gary Estridge 903-594-8456 (2 yrs. business colleague)
Call Center Coordinator: Dwayne McAllister cell: 903-714-6038 (4 yrs. business c
olleague/employee)
HR Recruiter: Iran White cell: 1-562-726-1808 work: 1-213-253-4917 (2 yrs. busin
ess colleague)

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