Overview
Work History
Education
Skills
Certification
Timeline
Generic

ELSA GUERRA-HINOJOSA

Overview

31
31
years of professional experience
1
1
Certification

Work History

Director Claims Operations

USAA
08.2015 - Current
  • Directs injury, auto, property, physical damage, and catastrophe operational activities through managers and a team of up to 120
  • Understands the vision of the industry, adapts a strategic vision to elevate talent and works tactically to deliver on business outcomes
  • Responsible for all results on Member Service, Technical Competence, People and Operational Excellence
  • Responsible for leading execution change management, claims strategies, leader development and technology adoption
  • Drives execution of operational risk management, regulatory compliance training, policies and procedures across teams
  • Develops high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

Executive Operational Planning Manager

USAA
05.2014 - 08.2015
  • Responsible for providing support to the senior-most leaders through the prioritization and coordination of key deliverables that drove business operations
  • Assisted in the development and implementation of strategic and operational plans that drove success within key results areas
  • Acted as a liaison between business operations, both within and across enterprise CoSAs
  • Provided moderate communications support to senior leadership for Board/Council/Committees, strategic or operational planning events, monthly business meetings, and compliance and regulatory requirements

Manager, Injury Claims

USAA
08.2007 - 04.2014
  • Managed a team of claims examiners and adjusters handling large exposures for auto BI, UM, UIM, and Section II injury claims
  • Selected, developed, and supported employees in fulfillment of corporate priorities
  • Established and monitored claims reserves and granted settlement authority
  • Provided coaching and mentoring that led to exceptional business results
  • Managed employee performance and facilitated professional development and career progression

Casualty Claims Examiner

USAA
04.2006 - 08.2007
  • Responsible for investigating, evaluating and settling complex bodily injury and UIM claims with significant demonstrable injuries, as well as all auto physical damage associated with those claims
  • Frequently mentored less experienced adjusters and was active in training and process improvement

Quality Specialist

USAA
06.2004 - 04.2006
  • Responsible for executing quality assurance reviews of Colossus consultations
  • Responsible for pulling and reviewing reports and results for Sr leaders frontline leaders and other internal stakeholders

Casualty Claims Adjuster / Claims Representative

USAA
11.1993 - 06.2004
  • Responsible for investigating, evaluating, and negotiating non injury and complex injury and property damage claims
  • Applied advanced knowledge of P&C industry knowledge, service, and processes to include interpretation of contracts, tort liability, causation, evaluating damages, and negotiation/resolution

Education

Non degree - Economics

University of Texas at Austin
Austin, TX
05.1993

Skills

  • Leadership
  • Professionalism
  • Communication
  • Collaboration
  • Critical thinking and problem solving
  • Decision-making
  • Relationship building
  • Strategic planning

Certification

Senior Claims Law Associate

Timeline

Director Claims Operations

USAA
08.2015 - Current

Executive Operational Planning Manager

USAA
05.2014 - 08.2015

Manager, Injury Claims

USAA
08.2007 - 04.2014

Casualty Claims Examiner

USAA
04.2006 - 08.2007

Quality Specialist

USAA
06.2004 - 04.2006

Casualty Claims Adjuster / Claims Representative

USAA
11.1993 - 06.2004

Non degree - Economics

University of Texas at Austin

Similar Profiles

CREATE PROFILE
ELSA GUERRA-HINOJOSA