Latoya Vaughn

Professional Profile

Motivated and results-oriented Customer Service professional with more than 13 years of experience in diverse positions requiring confidentiality and increasing responsibility. Outstanding skills in problem solving, employee relations, multi-tasking and customer service. Strong verbal and written communications along with organizational, analytical, reporting, and trouble shooting skills. Background includes interviewing, investigating, training, developing and implementing policies and procedures related to employment. Computer skills include Word, Excel, and PowerPoint.

Experience

August 2016-December 2017 Arkansas Foundation Medical Care Little Rock, AR

Case Analyst

Identify, research, correct and link incorrect beneficiary records within systems.

Serve as subject matter expert and trainer for various systems within the Beneficiary Relations department.

Maintain comprehensive knowledge of specialty area, pertinent organizations, and health care environment. Knowledge should include information regarding: contract, contract deliverables, policies and procedures, resources available, current research and reports, trends, etc.

Responsible for the resolution of customer/client requests including research, referral, policy review, revision and development, documentation and follow up in accordance with established policy/procedures.

Communicate effectively with customers and/or recipients. Develop and maintain working relationships as necessary to meet contract deliverables of specialty area project.

Act as a resource to internal and external customers for information pertaining to specialty area focus.

Understand and utilize project-tracking database to document and monitor services/activities provided and to compile a comprehensive database of activity. Maintain accurate statistical data to meet contractual and other reporting requirements.

Coordinate the timely collection and data entry of all required documentation.

Work with Information Services department to coordinate system developments and customizations

. Assist in the creation and maintenance of necessary reports/documents to track and report project information. Prepare ad hoc reports and/or statistics as directed.

Monitor specific items within the area of focus, provide recommendations/feedback to external customers for quality improvement and follow through for compliance of recommendations for improvement.

Training and knowledge in all other areas of Beneficiary Relations to assist as needed with the overall operation of the Beneficiary Relations department.

Assist in the development, production, maintenance and delivery of educational materials/activities.

Adhere to format, content and style guidelines, giving consideration to usability and ensuring accuracy, consistency, and quality.

Communicate needs and requests to other team members as appropriate.

Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.

February 2009-August 2016 Ally Financial Services, LL Little Rock, AR

Loan & Loss Mitigation Collector

Place outbound calls to customers with delinquent accounts

Answer inbound calls to answer customer inquiries and resolve issues

Handle accounts with speed and accuracy while maintaining professionalism

Confirm payment or negotiate payment arrangements; research any discrepancies

Maintain compliance with Fair Debt Collection Practice Act and Fair Credit Reporting Act guidelines

Maintain strict confidentiality

Create and maintain accurate customer records to assist with collection efforts

January 2006- February 2009 Cardinal Health North Little Rock, AR

Customer Service Representative

Assisted customers with medical products and services

Placed pharmaceutical and medical supply orders

Invoiced and processed return authorizations

Delivered logistics and inventory control

July 2004-January 2006 Wal-Mart Little Rock, AR

Customer Service Representative

Assisted management with opening and closing procedures

Ensured food safety compliance within the deli and bakery

Cash handling and other food safety preparation duties as needed

Education

Currently pursuing Marketing Degree University of Alabama @ Birmingham

REFERENCES AVAILABLE UPON REQUEST

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