Calvin Jones

Lead a two-tier leadership structure of 2 managers and 10 supervisors, translating enterprise client contractual obligations into KPI frameworks and department-level execution. Built a formal 30/60/90 day operational strategy framework and redesigned accountability systems to improve schedule adherence and reduce absenteeism.

Built an independent consulting practice on a four-pillar leadership framework (Life, Behavior, Leadership, Performance), advising clients on strategic-operational alignment. Uses AI tools including Claude daily to design workflows, training content, and operational frameworks.

Managed customer service and technical ticketing workflows through Salesforce, ensuring operational data accuracy. Worked with Voice of Customer and First Contact Resolution data to align agent performance with service objectives.

Held dual accountability for Customer Service and Technical Care, aligning both departments around one shared performance standard. Stood up a Zendesk-powered chat operation, increased CSAT by 15 percent, reduced AHT by 20 percent, and built a new-hire onboarding program that lifted retention 50 percent.

Managed Medicare sales and customer service teams on the AON account during open enrollment, holding Life and Health insurance licensure at the time. Led the region with a 76 percent conversion rate through data-driven coaching and structured performance management.

Owned a $350,000 departmental budget for a 7-supervisor, 125-plus agent operation under strict federal regulatory oversight, maintaining zero audit deficiencies. Delivered a 6 percent manpower reduction and $62,000 a month in cost savings through disciplined cost-per-call analysis and workforce optimization.

Sold property, casualty, and supplemental insurance directly to consumers, building client-facing sales discipline. Developed working knowledge of insurance products and underwriting fundamentals.

Designed and implemented a performance scorecard system that shifted team culture from reactive monitoring to proactive accountability. Directed a service recovery strategy that reduced complaint callbacks by 18 percent over 12 months and trained associates in sales and upselling techniques.

Partnered with sales leadership to redesign inbound coaching strategy, improving upsell conversion. Instituted a bi-weekly training and performance audit cadence and supervised a call center team with union leads for 5 years.

Built foundational leadership experience supervising technical support operations for one of the nation's largest paging and wireless carriers. Handled pager warranty coverage and denial conversations directly, giving customers clear options and honest explanations.

First job out of the gate, direct consumer sales experience that built the foundation for a career centered on customer trust and communication.

Built and managed territory maps for door-to-door business prospecting and merchandising, developing direct, in-person relationship-building skills.

Grade: 3.97 GPA

Pursuing a Bachelor's in Business Administration with a 3.97 GPA.

Attended Southeast Missouri State University from 1988 to 1991.