Pamela Vaughan

Consistently improved customer experience through creation, training, execution, and continual evaluation of technology and staff to ensure products, processes and procedures were in place to allow customer facing employees to be successful and provide WOW customer service.

• Promoted to VP of Client Experience post acquisition of Interstate Capital by Triumph Business Capital.
• Led and managed Assistant Vice President of Client Experience and team Client Onboarders Experts and Fuel Advance Processors
• Provided direction and oversight of client funding, fuel advance requests, client training and customer service levels consistent with business objectives of company
• Managed and maintained excellent service to customers and debtors on consistent basis
• Collaborated with sales, marketing, and operations to design and execute new customer experience programs and processes
• Created New Client Onboarding Process to support client growth that double from 2020 to 2021, 6,000 to 12,000 new clients
• Streamlined onboarding process from 60-30 minutes to 15 minutes, increasing internal efficiency and client satisfaction
• Developed and implemented client retention processes using client feedback data
• Managed, measured, tracked and resolved complex customer issues to achieve timely resolutions and maintain customer retention
• Identified and executed opportunities to engage clients and create new value for customer
• Responsible for maintenance of operational controls and risk management procedures to prevent loss exposure
• Maintained financial accuracy when handling over $1,000,00.00 in revenue each day
• Conducted case management activities and services with multidisciplinary team
• Developed detailed plans based on broad guidance and direction
• Evaluated employee performance and conveyed constructive feedback to improve skills
• Offered friendly and efficient service to customers, handled challenging situations with ease
• Drove operational improvements which resulted in savings and improved profit margins

Led operations and business management for an industry leader in small business funding until it's acquisition, specializing in funding solutions for wholesale distributors, staffing services, machine shops, and oilfield service companies. Provided communication, collaboration, culture insight and finical component leading up to and after the acquisition.

• Led and managed team of 40 professional and support personnel to service 2000 clients and $1 billion in annual receivables with annual revenue of $25 million
• Led and contributed to business development and growth through feasibility analysis, research, strategic planning, rules and regulation compliance, and contract negotiations
• Worked closely with, and developed profitable relationships with clients and businesses, managing with emphasis on accountability to maintain positive revenue fund
• Prepared and administered viable solutions and courses of action regarding operational readiness and support issues in all functional areas
• Increased workflow by analyzing data and maximizing opportunities for improved productivity across several areas
• Developed and implemented all training plans for existing and newly hired employees; designed and implemented training programs with emphasis on corporative initiatives to deliver excellent standards in productivity, efficiency, quality, and safety
• Oversaw all administrative duties and workflow for office providing personnel management, coordination, and public relations between customers and potential business partners by demonstrating keen ability to lead, multitask, and manage multiple priorities
• Increased company profits through performance optimization strategies and efficiency improvements
• Supported CEO and President in reviewing, identifying and prioritizing strategic initiatives
• Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
• Led operational team in development, rollout and management of new product lines
• Applied excellent problem-solving, process development and strategic implementation skills to lead and support all areas of operations
• Resolved issues and recommended actions based on production and compliance reports
• Set clear goals to monitor targets and offered real-time input on performance and motivation
• Oversaw human resource activities including performance evaluations, interviewing, hiring, and training support staff in conformance with standard operating procedures
• Ensured efficient operations by providing all operations management functions for business including bookkeeping, sales, marketing, and administration
• Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits
• Member of M&A team, providing leadership in the merger of operations into Triumph Business Capital

Oversaw all aspects of business operations, general accounting (budget control), and sales and contract negotiations efforts with emphasis on business development and customer relations resulting in increase in revenue by 25%.

• Developed and maintained budget and operating plan for product-focused company
• Assisted in development of operating policies and procedures
• Provided reconciliation of payment collections for third party statements, purchase orders, and scheduled invoice payment due and monitored deposit and cash summarization worksheet preparation to ensure compliance with business accounting policies and procedures
• Managed accounts receivable, accounts payable, invoicing/billing, collections, bank statement reconciliation, tax reports, tracked expenses, and prepared end of month reports
• Provided assistance with special projects to include conducting internal ISO audits for various departments, handled 100 daily calls from internal and external customers

Performed testing of audit areas for fixed assets and accounts payable for small-to-medium enterprise organizations.

Managed accounting operations, accounting close, account reporting and reconciliations; performed debt, credit and total accounts on computer spreadsheets/databases and related tasks using specialized accounting software for a medical services and equipment provider.

Completed monthly, quarterly and annual bank reconciliations for 15 subsidiaries of companies; worked with management to document and offset unusual expense variances in respective areas and advised on technological improvements and advancements.

Managed accounting, federal and state tax returns, budgets for a medium-sized architecture firm. Provided quarterly report to the county of El Paso for the airport project.

Provided bookkeeping and tax services for small and medium enterprise organizations. Prepared financial documents and reports for year-end.

Bookkeeper for new and used car dealership. Prepared federal and state tax returns.

Entrepreneur and partner for automobile repair shop.