Norman Vaughan
City of Los Angeles,CA
Summary
Experienced Customer Service professional with Sales, Account Management and Quality Auditing skills. Team player with the ability to communicate to staff, management and external clients.
Overview
20
20
years of professional experience
1
1
Certificate
Work History
Quality Assurance Auditor
Kaiser Permanente
Burbank, CA
01.2013 - 01.2018
- Identified issues of non-compliance and elevated reports to Managers.
- Verified accuracy of data by auditing information for compliance with Dept/Company policies and procedures.
- Analyzed problems for trends and coached staff to help prevent recurrence.
- Completed monthly quality reports for Managers highlighting deficiencies and recommend corrective actions.
Broker Compensation Specialist 11
Kaiser Permanente
Burbank, CA
02.1998 - 01.2013
- Review and process basic level work items such as broker maintenance, commission schedule changes appointment/licensing, broker of record changes and handles incoming broker phone inquiries.
- Process some more complex level work items such as commission reconciliation activities including adjustments.
- Responsible for accurate and timely processing and analysis of high dollar and complex commission, rewards and bonus payment arrangements to brokers and consultants.
- Provides basic analysis of commissionable accounts. . Researches issues and completes special projects as assigned.
- Processes very sensitive work in accordance with appropriate legal, compliance, state and regulatory requirements.
Education
High School Diploma -
Alexander Hamilton Senior High School
Los Angeles, CAUSAF Veteran
Skills
- Microsoft Office
- Quality Standards Adherence
- Customer Satisfaction
- Operational Support
- Works with minimum supervision
- Quality Assurance and Control
- Problem Anticipation and Resolution
- Excellent communicator (oral & written)
- Detail Oriented
Certification
- United College of Business-Advanced Micro Computer Operations
- NICE auditing software, Kaiser Permanente - 2013
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
Quality Assurance Auditor
Kaiser Permanente
01.2013 - 01.2018
Broker Compensation Specialist 11
Kaiser Permanente
02.1998 - 01.2013
High School Diploma -
Alexander Hamilton Senior High School
USAF Veteran
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