Jesse Vaughn
Glendale,WI
Summary
Operations leader guiding virtual contact center and delivery teams through growth, staffing, and performance improvement. Known for building accurate forecasts, coaching frontline supervisors and agents, and improving engagement, resolution time, and cost per call while maintaining service quality. Brings a steady, data-driven approach to workforce planning and daily execution.
Overview
15
15
years of professional experience
Work History
Dental Rep 2
Humanadental
Remote , WI
06.2026 - Current
- Assisted HumanaDental members with eligibility, benefits, and coverage questions.
- Explained plan details, copays, and provider network options to callers.
- Coordinated with dental offices to verify benefits and appointment coverage.
- Reviewed dental claims and updated case notes in member records.
- Assisted co-workers during busy periods to provide excellent customer service.
- Consistently met daily performance goals set by management team members.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
Outreach Supervisor
Pxy Health
01.2025 - 01.2026
- Led and developed a virtual team of 20-30 agents to increase consistency, accountability, and engagement across shifts.
- Redesigned callback workflows and tracked outcomes daily, significantly reducing missed outreach appointments.
- Coached underperforming representatives through one-on-one plans that restored target contact rates.
- Trained frontline outreach agents on CRM best practices, and improved data accuracy in case records.
- Established operational partnerships with delivery locations, enhancing cross-site communication and coordination.
- Delivered data-driven recommendations that produced measurable results for operational KPIs and improved decision-making across teams.
Call Center Supervisor
Gainwell Technologies
01.2023 - 01.2025
- Led a virtual team of 20-35 associates, improving performance through targeted coaching and structured development plans.
- Redesigned call scripts and guided agents through role-play, shortening average call handle time.
- Utilized CRM case notes to resolve complex escalations, restoring customer service.
- Launched cross-departmental initiatives to enhance workflow efficiency and clarify operations.
- Delivered data-backed recommendations on KPI and workload adjustments, partnering with leadership to implement improvements.
- Modernized new-hire training content and created materials for new processes to improve onboarding quality.
- Interviewed and recommended high-quality candidates, strengthening team capabilities and reducing turnover.
Driver Manager
Wayfair Home Delivery
01.2018 - 01.2023
- Coordinated daily dispatch for 40+ drivers using route-planning software, significantly reducing late deliveries across shifts.
- Developed driver performance scorecards with on-time and damage metrics for weekly coaching sessions.
- Built and executed a forecasting model with 95% accuracy, improving staffing alignment and planning.
- Streamlined processes to cut time resolution by 50% and increase agent occupancy by 25%.
- Enhanced core performance and efficiency metrics by 5% to 50%; reduced cost per call by 30% through targeted initiatives.
- Scaled the Large Parcel Support team from 35-100 employees and centralized delivery driver support from twenty-two sites into a 50-person virtual team.
- Increased employee satisfaction (eNPS) from 12% to 75%, the highest in the company.
Dispatch Supervisor
Spectrum Cable (formerly Time Warner Cable)
01.2012 - 01.2018
- Directed a team of 10-25 agents, improved performance through coaching and structured reviews.
- Reduced late dispatches by reorganizing route assignments and enforcing departure checklists daily.
- Updated GPS and CAD entry standards, cutting misrouted calls and clarifying responder locations.
- Built new department by designing KPIs, creating processes, and developing SOPs.
- Led SOP Review project, creating new SOPs and ensuring accuracy of all documentation.
- Provided data-driven recommendations on KPI and workload adjustments partnering with leadership to implement improvements.
- Collaborated with training teams to update new-hire content and develop materials for new processes.
Education
Master of Science - Business Management
Cardinal Stritch University
Milwaukee, WIBachelor of Science - Human Services
Cardinal Stritch University
Milwaukee, WISkills
- Customer strategy
- Data-Driven Decision Making
- Workforce forecasting
- Project Management
- Operations Leadership
- Performance Management
- Employee coaching
- Cross-functional teamwork
- Attention to detail
- Problem solving
- Critical thinking
- Communication skills
- Service Quality Improvement
Personal Information
Title: Manager
Timeline
Dental Rep 2
Humanadental
06.2026 - Current
Outreach Supervisor
Pxy Health
01.2025 - 01.2026
Call Center Supervisor
Gainwell Technologies
01.2023 - 01.2025
Driver Manager
Wayfair Home Delivery
01.2018 - 01.2023
Dispatch Supervisor
Spectrum Cable (formerly Time Warner Cable)
01.2012 - 01.2018
Master of Science - Business Management
Cardinal Stritch University
Bachelor of Science - Human Services
Cardinal Stritch University