Yolanda Gutierrez
Aurora
Summary
Diligent auto claims adjuster with background in total loss adjustment. Adept at assessing and processing claims efficiently, with history of accurately determining value of damaged properties. Demonstrated expertise in negotiation and customer service.
Overview
14
14
years of professional experience
2031
2031
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Personal Auto Claims Total Loss Adjuster- Bilingual Spanish
Liberty Mutual Insurance
01.2019 - 12.2024
- Manage, investigate, and resolve claims. Investigate and evaluate coverage, liability, damages, and settle claims within prescribed procedures and authority.
- Managed a high volume of claims, ensuring timely resolution and adherence to company guidelines.
- Identify potential suspicious claims and refer to SIU (investigation unit) and identify opportunities for 3rd party recovery avenues.
- Utilized advanced software programs to efficiently manage claim files and track progress toward resolution.
- Communicate with policyholders, witnesses, claimants in order to gather information and provided updated status throughout the entire claim process.
- Respond to various written and telephone inquiries including status reports.
- Maintained strong working relationships with repair shops, salvage yards, and other industry partners to expedite the total loss process.
- Ensure adequacy of reserves. Accountable for security of financial processing of claims, as well as security information contained in claims files.
- Explanation of total loss vehicle valuation and required documents needed to settle claims.
- Achieved faster settlement agreements through effective negotiation tactics and clear communication skills.
- Special Projects: Claims Mentor, Manger Back up, Claims Team Cleanup
Bilingual Patient Services Rep/PRN Nurse Assistant/Site Spanish Interpreter
Dreyer Medical Clinic
08.2010 - 09.2021
- Nursing Assistant for a multi department/ multi site as an as needed basis, including taking vitals, verification of medical history, medications, and accurately documenting in the patient record.
- Site Spanish/English interpreter for the site for all medical staff during in office visits and phone encounters.
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Conducted pre-registration tasks including verifying insurance eligibility requirements were met before scheduled appointments.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Familiar with IDX appointment system and EPIC EMR system.
Claims Customer Service Rep- Bilingual Spanish
The Hartford Insurance Group
08.2015 - 03.2017
- FNOL (First Notice Of Loss) Reporting for new personal and commercial auto, property, general liability and worker's compensation claims/losses.
- Services set up for customers during call for auto accidents and property claims.
- Assessed customer needs and recommended suitable insurance policies.
- Status updates when adjuster could not be reached.
- Supported departmental goals by consistently meeting or exceeding performance metrics in quality, accuracy, and timeliness.
- Contributed to a client-centric culture by consistently providing empathetic support during stressful claims experiences, reinforcing the company''s commitment to exceptional service.
- Reduced errors in claim submissions by providing clear guidance to policyholders on required documentation and information needed for processing.
- Special Projects: Spanish Queue assistance, On call volunteer during storms and system outages.
Education
Bachelor of Arts - Human Resource Management
North Central College
Naperville, IL 05.2001 - 06.2015
Associates Degree - Business Administration
Waubonsee Community College
Sugar Grove, IL12-2012
High School Diploma -
East Aurora High School
Aurora, IL 05.2001 - 05.2005
Skills
Claims investigation and policy interpretation
Auto damage assessment and vehicle valuation
Liability knowledge
Customer service expertise
Call center experience
Certification
Licensed All Lines Claims Adjuster- Expires 12/2025
Timeline
Certified Nursing Assistant- Illinois
05-2025
Licensed All Lines Claims Adjuster- Expires 12/2025
01-2019
Personal Auto Claims Total Loss Adjuster- Bilingual Spanish
Liberty Mutual Insurance
01.2019 - 12.2024
Claims Customer Service Rep- Bilingual Spanish
The Hartford Insurance Group
08.2015 - 03.2017
Bilingual Patient Services Rep/PRN Nurse Assistant/Site Spanish Interpreter
Dreyer Medical Clinic
08.2010 - 09.2021
Bachelor of Arts - Human Resource Management
North Central College
05.2001 - 06.2015
High School Diploma -
East Aurora High School
05.2001 - 05.2005
Associates Degree - Business Administration
Waubonsee Community College
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