Quality Assurance Insurance
Resume:
Barbara Kelso
**** ** **** ***., ********, Oregon 97211
Phone: 503-***-****; Email: *******.***.*****@*****.***
QUALIFICATIONS SUMMARY
. Self-motivated fieldwork, recruitment, interviewing and management of a
caseload
. Excellent written and oral communication skills; public speaking,
mediation and conflict resolution
. Mentor and train others to assist in goals of personal and career
development
. Problem solve by collaborating and involving others to motivate and
delegate as a team
. Adept at interpretation and organization of complicated issues with
multiple factors and goals
EXPERIENCE
Research Interviewer (2009-2011) Oregon Health Study, Providence Health
Systems, Portland, OR
. Conduct health screenings (anthropometry and bloodspot collection) and
interviews in homes and clinics
. Referrals to local resources, researching and maintaining knowledge of
community resources
. Recruit and manage a caseload of study participants through intensive
fieldwork for their participation
Quality Assurance Specialist (2007-2008) Standard Insurance Company,
Portland, OR
. Lead the quarterly and annual department audit as part of the QA
Operations Team
. Evaluate and review data for regional and department benchmarks
. Consult to management on audit findings and strategies for future
improvements
. Partner with Project Managers and management on department process
improvement objectives
Supervisor (2006-2007) Standard Insurance Company, Portland, OR
. Manage a team of call center and compliance employees of 17+
. Coach and counsel employees to aid them in meeting performance and career
goals
. Oversee statistics on calls and workflow to maintain performance of the
team
. Sponsor process improvement projects of the team to meet department goals
Quality Assurance Specialist (2004-2006) Standard Insurance Company,
Portland, OR
. Implement and develop quality assurance processes and procedures
. Analyze and assess data for process improvements, compliance, and
management oversight
. Monitor and audit work within departments and division for adherence to
process and procedures
. Lead and organize projects to further the development of the Department's
goals
Commission Contract Specialist (2002-2004) Standard Insurance Company,
Portland, OR
. Audit for state compliance and regulations to properly maintain producer
appointments and documentation
. Lead projects to improve and develop superior processes for the
Commissions Team
. Volunteer time and knowledge to help others resolve issues and develop
their skills
. Establish producer appointments on behalf of SIC with all state
departments of insurance
Human Resources Director (1999-2001) Hilton Eugene & Conference Center,
Eugene, OR
. Supervise 250+ staff and maintain personnel caseload of 400+
. Oversee payroll, personnel relations and filing, training and policy
procedure guidance for management
. Draft reports and budget forecasts for accounting division of Labor
. Advocate for employee inquiries, career development, and personal support
HRS 1/LAE/Case Aide (1998-1999) AFS - State of Oregon, Eugene, OR
. Create and collaborate on statewide procedure of Home Visit Retention to
reduce welfare cash grants to verify participation in seeking employment
. Practicum student position to permanent employee within 3 months
. Interview, assess, refer, and encourage clients to further life and
career skills
. IT tech (LAE) for branch; instruct and service office on usage of
computers
EDUCATION: Bachelor of Science (Psychology) University of
Oregon
HOBBIES AND INTERESTS: Creative Writing, Reading, Films, Cooking, and
Travel
* Currently volunteering with Baby Blues Connection as a Facilitator *
REFERENCES
Holly Hood - Former supervisor and colleague from Providence Health and
Services
Jan Spradlin - Former colleague and mentor from Standard Insurance Company;
retired Educator
401 NE 29th Ct.
Gresham, OR 97030
Shaeli Scott-Armstrong - Former coworker from the State of Oregon; State
Hearings Representative
McMinnville, OR
Molly Jackson - Former coworker and colleague from Standard Insurance
Company; Trainer
11436 SE Lincoln Ct.
Portland, OR 97216
Contact this candidate