TOWANNA JAMES
Casa Grande
Summary
Resourceful professional with diverse experience in education, insurance, healthcare, and customer service. Expertise in building rapport, resolving complex issues, and driving organizational goals. Committed to enhancing student development and client satisfaction while improving processes. Ready to apply leadership, communication, and problem-solving skills in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Elementary Teacher
Casa Grande Elementary School District
Casa Grande
05.2024 - Current
- Develop and deliver engaging, standards-aligned lessons for diverse learners.
- Supported students' academic, social, and emotional growth through tailored differentiated instruction.
- Maintain a positive, structured classroom environment that promotes learning.
- Communicated regularly with parents and guardians to foster strong home-school partnerships.
- Assessed student progress using multiple data sources and adjusted instruction.
- Collaborated with grade-level teams to plan curriculum and enhance schoolwide initiatives.
- Maintain accurate records of attendance, grades, and student performance.
Notary Signing Agent
Tj's Mobile Notary and Loan Signing Services
12.2021 - 05.2024
- Ensured timely and accurate completion of administrative tasks to support efficient operations.
- Utilized strong understanding of digital fraud prevention and electronic signature verification to enhance security measures.
- Ensured secure handling of sensitive documents.
- Managed accurate records of notarized documents for compliance with reporting and auditing requirements.
- Attended seminars to stay updated on changes in notary laws and regulations.
- Supported the timely and accurate completion of administrative tasks.
Claims Specialist
State Farm Insurance
03.2020 - 10.2021
- Managed 50+ active case files monthly with a 60% close rate within service-level metrics.
- Negotiated settlements with involved parties to achieve favorable outcomes for claims resolution.
- Conducted risk evaluations to support sound settlement decisions.
- Reviewed new files to determine claim status and develop action plans.
- Verified documentation, researched facts, and contacted involved parties to determine fault.
- Monitored compliance with regulations and industry best practices.
- Responded to inquiries by providing accurate information and connecting customers to appropriate resources for support.
- Followed up with customers on unresolved issues to ensure timely resolution and enhance satisfaction.
Claims Associate - Injury
State Farm Insurance
07.2019 - 03.2020
- Prepared and reviewed insurance claim forms to confirm completeness and compliance.
- Checked documentation for accuracy and validity, maintaining up-to-date systems.
- Generated and attached claim file information to ensure accurate record-keeping.
- Communicated with clients, distributed mail, and scanned documents.
Provider Service Representative
UnitedHealth Group
04.2018 - 05.2019
- Resolved customer inquiries and complaints efficiently, ensuring timely support and satisfaction.
- Provided exceptional customer service by leveraging product and policy knowledge to address customer needs.
- Educated customers on billing, payment processing, and support procedures.
- Met call-center guidelines for service levels, handle time, and productivity.
- Partnered with staff to improve customer experience and achieve team objectives.
Production Supervisor
Humana Health Care
04.2015 - 01.2018
- Led team of 25 audit production associates to ensure timely workflow and meet production deadlines.
- Resolved issues promptly to sustain productivity goals and minimize disruptions.
- Evaluated team performance to identify and resolve productivity concerns.
- Coordinated with other departments to enhance product flow and streamline operations.
- Monitored daily and weekly KPIs to ensure on-track performance.
- Maintained accurate records of personnel progress and productivity.
- Managed staff hiring, training, and supervision.
Audit Supervisor
Humana Health Care
01.2011 - 04.2015
- Collaborated with project management and leadership to streamline audit processes, enhancing overall efficiency.
- Trained and mentored staff on policies and procedures, facilitating client development and compliance.
- Conducted strategic and technical reviews to ensure compliance with quality standards.
- Improved audit efficiency by 20% through enhanced procedures.
- Trained new audit personnel on regulations and established procedures.
- Identified error trends and provided targeted support to resolve issues promptly, ensuring adherence to quality standards.
- Ensured staff met or exceeded department metrics by monitoring call-center analytics.
Education
Bachelor of Science - Business Administration & Management
University of Phoenix
Phoenix, AZSkills
- Student support
- Student Performance Tracking
- Customer Needs Assessment
- Product knowledge
- CRM systems
- Process improvement
- Team collaboration
- Effective communication
- Conflict resolution
- Team collaboration
- Time management
- Problem solving
- Growth mindset
- Issue resolution
- Collaboration skills
- Team collaboration
Timeline
Elementary Teacher
Casa Grande Elementary School District
05.2024 - Current
Notary Signing Agent
Tj's Mobile Notary and Loan Signing Services
12.2021 - 05.2024
Claims Specialist
State Farm Insurance
03.2020 - 10.2021
Claims Associate - Injury
State Farm Insurance
07.2019 - 03.2020
Provider Service Representative
UnitedHealth Group
04.2018 - 05.2019
Production Supervisor
Humana Health Care
04.2015 - 01.2018
Audit Supervisor
Humana Health Care
01.2011 - 04.2015
Bachelor of Science - Business Administration & Management
University of Phoenix