Tom Calvert is a former Vice President of Call Center Operations at MCI, Inc., one of the largest and most successful Call Center operations in the world. As Vice President at MCI Inc., he led a team of over 3,000 agents and leaders to record setting performance through rapid growth as well as unprecedented challenges such as high profile mergers with WorldCom and Verizon, bankruptcy, downsizing and “do not call” legislation.
His experience includes selecting and leading outsourcing partnerships. In that capacity, he was responsible for sales, quality and contract performance of multiple vendors in North and South America. He spearheaded the company’s first–ever successful offshore outbound sales venture.
Prior to his VP duties, Tom held Regional Director responsibilities, along with Site Director, Manager and Supervisor roles. He has a unique perspective on each level of Call Center leadership, honed by over 2 years at each position. As a result, his expertise extends to all facets of Call Center execution. His in–depth knowledge, along with his passion for leadership, and leadership development have led to his latest endeavor, mastering the big 5.
Dawn Willging has spent her entire professional career in the call center industry. After attending the University of Iowa, she embarked upon a 12 year career at MCI Inc. where she excelled in a number of leadership positions, including: Sales; Customer Service; Back Office Support; Quality; Training Development and Delivery; Curriculum Design, Evaluation; Leadership Development and Process Improvement.
She has extensive experience in operational and support roles in the call center industry from front line Agent to Regional Vice President. Her experience includes planning, implementing and improving processes for in sourced and outsourced companies through creative solutions to exceed business objectives.
Dawn has a deep passion for developing people, processes and tools to maximize the efficiency and effectiveness of individuals and organizations. Since 2000, she has owned her own consulting company, working with various Fortune 500 clients in the call center industry, as well as several outsourcing providers. Her proven expertise in leadership and leadership development has guided her to become a partner in mastering the big 5.