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Faces of Nelnet: Billy Calhoun, Customer Interaction Center (CIC)

October 8, 2010

Interviewed by Dawn Knight, Western Regional Director, Nelnet Partner Solutions

 
 

Billy Calhoun, Director of Call Center Operations

What are you most proud of within your department?

Billy Cahoun: I am most proud of my teams for adapting to all the student loan landscape changes while still being able to provide awesome service to our customers.

What has been your biggest work related challenge during the past 12 months?

Billy: The biggest challenge and opportunity has been the growth we’re going though, which is a great problem to have.  At times, we’ve had to leverage and move many resources around to provide an excellent level of service for our customers.

If a school were to ask you what it is you do for Nelnet that impacts them, what would you say?

Billy: The CIC loan origination team supports the students which, in turn, directly affects our school customers.  I help to provide all call center teams support and guidance in the day-to-day operations.

What are the goals of your department?

Billy: The customer is our primary goal; making sure they are 100% satisfied is what we try to accomplish.   We endeavor to provide them great customer service by going above and beyond until their issue is resolved to their satisfaction.

If you could be anywhere in the universe for New Year’s Eve, where would you be and why?

Billy: It would be Las Vegas.  My wife and I go quite a bit but we have never been on New Year’s Eve.  I can only imagine what that experience would be like.

What is your favorite movie snack?

Billy: Popcorn with extra butter, of course.

Name one thing that many people do not know about you.

Billy: I love to cook and feel like I am pretty good at it.

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