Brian Vaughn Email & Phone Number

Richardson, TX, US

Coppell, TX

• Utilize Microsoft SQL Server read only access to create to design and publish Adhoc, daily, weekly and monthly reporting.
• Maintaining PowerPoint presentation slides for an Executive Monthly Business Review. With responsibilities of 29 PowerPoint slides of production data.
• Administrative functions such as completing staffing models, forecasting and reporting monitoring for off shore productivity
• Data mining with strong understanding of data flow, structure and efficiency. Calibrate with business unit contacts and senior management in Operations and Servicing to identify the best data solutions.
• Create, own and maintain the department SharePoint and the various custom list needed for daily business
• Utilize Tableau to create standardized reporting

Global Technology And Operations

• Responsible for data analysis and document research on medium to large projects for an operations department, product or line of business
• Manage complex data via Microsoft Excel, Access, SharePoint and SQL Server to create, publish and manage ad hoc and executive reporting based on current project assignments
• By building and maintain Vendor, Custodian and departmental relationships that helped identify and process documents in a timely manner. Helped to locate documents for HUD and FNMA projects that saved Bank of America.
• Created a beginning to end document intake and quality assurance process. Using SharePoint, our Document Processing Team reconciles all incoming document manifest with the Vendors. Using SharePoint and Excel reporting.
• Create and maintained Routing Rules used by the document vendors to provide instruction for all document shipments to our Doc Processing teams.

Mortgage Servicing And Collection

• Manage a team of 10-15 loan workout associates who work in a high volume, deadline or production driven environment.
• Handles complex customer escalations (via phone and correspondence).
• Provides daily coaching and feedback to my direct reports.
• Conducts monthly associate call monitoring and account auditing.
• Compiles team and departmental performance related reports using Word and Excel.
• Participates in management meetings/conference calls.

• Assist associates in resolving inquiries with all levels
• Took ownership of escalated calls ensuring solution on every call received
• Provided all new product information, product changes, and system alerts to Customer Service Representatives
• Gather information for and train all new hires
• Performing one on one meetings with Representatives, coordinators and management personnel as needed
• Quality control- monitoring and counseling