Brian Lee Vaughn
Richardson,TX
Summary
Customer Experience and Analytics Leader skilled in converting interactions into actionable insights to drive satisfaction and efficiency. Expertise in CRM management, omnichannel support, and Lean methodologies. Proven ability to enhance team performance and strategic engagement, seeking a Customer Service Manager role.
Overview
19
19
years of professional experience
Work History
Customer Service & Sales
All My Sons Moving & Storage
Carrollton, USA
04.2025 - Current
- Delivered consultative service across multiple channels, converting leads into engagements.
- Aligned operations with customer journey milestones to enhance delivery and communication.
- Maintained CRM hygiene and follow-up cadences to increase satisfaction and prevent repeat contacts.
- Customer Service & Sales (Startup Division “ServiceService”)
Inventory Control Supervisor
Federal Facility Operations
Bonham, USA
01.2022 - 12.2024
- Led inventory operations to ensure compliance and efficiency.
- Negotiated vendor terms and implemented cost-control measures to improve fill rates and reduce stockouts.
- Built audit-ready protocols and trained staff on QA, safety, and documentation standards.
- Introduced dashboards to monitor responsiveness and order accuracy.
- Inventory Control Supervisor
Administrative Support Specialist
Federal Facility Operations
Bonham, USA
10.2020 - 01.2022
- Streamlined workflows to cut administrative turnaround times.
- Maintained confidential records and ensured timely communication between stakeholders.
- Authored SOPs and checklists to standardize routine tasks.
- Administrative Support Specialist
Senior Business Analyst
Caliber Home Loans
Coppell, USA
12.2016 - 10.2020
- Automated service reporting, delivering decision-ready insights to executives.
- Built Tableau dashboards enabling proactive issue detection and resolution.
- Implemented customer-focused process improvements reducing service delays.
- Managed executive business review materials for consistent performance tracking.
- Administered SharePoint sites to streamline collaboration and QA.
- Senior Business Analyst
AVP, Mortgage Servicing Team Manager
Bank of America
Fort Worth, USA
03.2007 - 12.2016
- Led servicing team to elevate customer satisfaction through coaching and QA frameworks.
- Implemented reporting to monitor turnaround times and case aging, reducing cycle times.
- Streamlined vendor/document intake to achieve significant cost savings and improve responsiveness.
- Forecasted workloads and optimized schedules to meet SLAs.
- AVP, Mortgage Servicing Team Manager
Education
High School Diploma - Math and Sciences
Conway High School
Conway, AR05.1994
Skills
- Team Leadership & Coaching
- CRM Management
- Omnichannel Communication (phone, email, chat)
- Quality & Performance Management (QA, Escalations)
- Process Improvement (Lean/Six Sigma)
- Data Analysis & Reporting
- Root Cause Analysis
- Workforce Planning & Scheduling
- Dashboards & Reporting Automation (SQL Server, Tableau, Excel)
- SharePoint Workflows & Documentation
Affiliations
Founding member of the "Dallas Orators" - Toastmasters chapter within Bank of America.
References
References available upon request.
Timeline
Customer Service & Sales
All My Sons Moving & Storage
04.2025 - Current
Inventory Control Supervisor
Federal Facility Operations
01.2022 - 12.2024
Administrative Support Specialist
Federal Facility Operations
10.2020 - 01.2022
Senior Business Analyst
Caliber Home Loans
12.2016 - 10.2020
AVP, Mortgage Servicing Team Manager
Bank of America
03.2007 - 12.2016
High School Diploma - Math and Sciences
Conway High School