Bart Vaughan Email & Phone Number

Richmond, Virginia, United States

Glen Allen, Virginia, United States

Direct a team of Reporting and Database Analysts responsible for meeting the reporting needs for all of WFA BSG Operations. Lead a gradual and complete redesign of Operational Reporting, including business unit and executive level dashboards. Create individual and team level performance summaries and scorecards to help management fairly evaluate the contributions of processing associates.Provide metric interpretation and analytical support to key business leaders.

Glen Allen, Virginia, United States

Assisted with the creation, development & implementation of a consolidated service support center within brokerage operations. Manage the service teams of four different operational departments. Teams support numerous operational processes for five distinct brokerage business channels. Coach and develop Leadership on call center management practices, policies and procedures. Collaborate with both clients and internal partners to improve operational efficiencies and develop a best in class service support model.

Glen Allen, Virginia, United States

Responsible for daily operations of department, consisting of approximately 300 associates. Provided strategic and tactical direction for the department. Ensured proper staffing and efficiencies were maintained, in support of business unit goals. Developed and implemented strategies to improve call quality, efficiency, and revenue generation. Piloted and launched the creation of two successful departmental initiatives (Sales/Service and Lost/Stolen). Assisted with the development and implementation of Performance and Incentive Plans for the Service Division. Maintained working relationships with both internal and external partners/vendors.

Glen Allen, Virginia, United States

Assisted with the creation and development of the Richmond Contact Center's Retail Service unit. Led and coordinated service associates handling a wide variety of inquiries on numerous bank products, procedures and services in a call center environment. Provided coaching, feedback and development for employees. Coordinated projects, implemented initiatives and monitored procedures to ensure optimum service levels and customer satisfaction. Trained and mentored new managers and coaches. Created & implemented a leadership development curriculum for the Retail Service department. Conducted interviews, hired associates, and coordinated training, support, and integration of all newly hired teammates.

Richmond, Virginia, United States

Directed 30 collections representatives in an outbound call center environment. Developed and implemented strategies to reach goals, motivated personnel to exceed quotas, and ensured excellent customer service. Diffused escalated situations and resolved conflicts. Prepared a variety of reports for site management analyzing department productivity.

Richmond, Virginia, United States

Sales & DistributionSupervised and coordinated merchandising specialists to provide prompt, efficient delivery and professional presentation of products. Developed strategies to increase sales volume, provided marketing training to associates, and handled customer relations. Managed inventories, marketing, and servicing of product line for over one hundred different retail partners.