Leslie Vaughan

• Fostered strong relationships with owners, managers, and dispatchers to enhance AAA member service delivery.
• Conducted regular visitations to Independent Contract Stations, ensuring high-quality service through performance data analysis.
• Developed formal business proposals to recommend new independent contractors aligned with market shifts.
• Collaborated across departments within AAA-Texas to efficiently achieve market goals.
• Oversaw assignments in DFW Metro, East TX, Southeastern TX, and West TX for optimal coverage.

• Directed quality assurance program implementation across multiple departments.
• Trained managers and supervisors on policy management and membership groups in Texas.
• Developed strategies to enhance goal attainment and improve satisfaction scores.
• Collaborated with California agents and supervisors to ensure successful program execution within markets.

• Directed 11 call center agents in skill development, enhancing membership coverage and complaint resolution.
• Achieved highest goal attainment for membership service in 2008 among six supervisors, resulting in a company-sponsored trip.
• Analyzed performance metrics to create action plans for agent improvement through monthly reviews.

• Processed sales leads into customized policies for Texas and California AAA members, including auto, home, renters, and personal umbrella options.
• Achieved above-target results in last quarter, earning an expense-paid trip for department.

Tailored insurance solutions to meet diverse needs of AAA members in two states.

• Exceeded performance goals through effective lead conversion strategies and customer engagement.