TOWANNA JAMES
Casa Grande,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience insurance industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Notary Signing Agent
Tj's Mobile Notary And Loan Signing Services
12.2021 - Current
- Supported timely and accurate administrative task completion.
- Maintained comprehensive understanding of digital fraud and electronic signature verification, keeping sensitive documents secure and verifying authenticity.
- Checked documents and identifying credentials for all parties.
- Followed proper protocol when notarizing documents, verifying signatures and dates for compliance.
- Maintained accurate records of all documents notarized to support accurate recordkeeping and reporting requirements.
- Checked client identification to maintain compliance with state legal requirements.
- Attended public notary seminars to stay informed of updates to relevant laws and regulations.
Product Specialist
Intuit /Turbotax
01.2023 - 04.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed over 40 calls per day.
- Researched product and issue resolution tactics to address customer concerns.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Responded to customer inquiries and provided technical/ tax preparation assistance over the phone.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
CLAIMS SPECIALIST
STATE FARM INSURANCE
03.2020 - 10.2021
- Negotiated with other involved parties to arrange settlements for maximum results.
- Managed over 50 active case files per month; with a successful close rate of 60% within allotted service level metrics
- Responded to inquiries by answering questions, providing information, and directing customers to appropriate resources.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Reviewed new files to determine the current status of injury claims and to develop a plan of action.
- Conducted risk evaluations on claims settlement proposals to encourage sound decision-making regarding settlement offers.
- Performed administrative duties by verifying documentation, researching facts, and contacting other parties involved to determine fault percentages and minimize potential losses.
- Followed up with customers on unresolved issues.
CLAIMS ASSOCIATED -INJURY
STATE FARM INSURANCE COMPANY
07.2019 - 03.2020
- Generated, posted and attached information to claim files.
- Checked documentation for accuracy and validity on updated systems.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Prepared insurance claim forms or related documents and reviewed for completeness.
Provider Service Representative
UNITED HEALTH GROUP
04.2018 - 05.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Production Supervisor
Humana Health Care
04.2015 - 01.2018
- Managed team of 25 audit production associates, overseeing productive production processes and meeting all deadlines.
- Resolved issues quickly to maintain productivity goals.
- Evaluated team member performance regularly to identify and resolve productivity concerns.
- Coordinated with other departments to maintain smooth and efficient product flow.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Kept accurate and detailed 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 leaders to streamline processes
- Trained and mentored department staff on policies and procedures to establish strong foundation for client development and service activities.
- Conducted strategic and technical reviews to verify compliance with quality control standards, schedule constraints and budget parameters.
- Trained new audit personnel to perform duties according to regulations and established procedures.
- Created, enforced and consistently improved audit procedures to improve audit efficiency by 20%.
- Proactively identified error trends and provided support to rapidly resolve issues
- Ensured staff met and / or exceeded department metrics by monitoring all call center analytics.
Education
Bachelor of Science - Business Administration And Management
University of Phoenix
Phoenix, AZ03.2010
Skills
- Problem Resolution
- Call Volume and Quality Metrics
- Issue and Complaint Resolution
- First-Tier Technical Support
- Eligibility Guidelines
- Client Relationships
- Account Follow-Up
- Customer Interaction
- Software Platforms
- Collaborative Environments
- Database Researching
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Product Specialist
Intuit /Turbotax
01.2023 - 04.2023
Notary Signing Agent
Tj's Mobile Notary And Loan Signing Services
12.2021 - Current
CLAIMS SPECIALIST
STATE FARM INSURANCE
03.2020 - 10.2021
CLAIMS ASSOCIATED -INJURY
STATE FARM INSURANCE COMPANY
07.2019 - 03.2020
Provider Service Representative
UNITED HEALTH 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 And Management
University of Phoenix
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