MARCOS (MARK) HINOJOSA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Child and Family Protective Care Specialist (CFPCS)
MVM, Incorporated
12.2022 - Current
- Contractor for Department of Homeland Security/ICE
- Ensure safe and secure transportation of unaccompanied minors and families, by land and air, to an approved facility
- Complete all documentation needed for travel.
- Contributed to a positive work environment through effective teamwork and open communication with colleagues across departments.
- Participated in ongoing professional development opportunities to stay current on best practices in the field of caregiving.
Independent Claims Adjuster
The Littleton Group, A Davies Company
07.2021 - 12.2022
- Catastrophe assignment for Progressive Insurance - Florida, Louisiana, and Georgia
- Closed over 150 features per month.
- Served as a liaison between policyholders, repair vendors, and legal representatives to facilitate smooth claims handling processes.
- Investigated claims to determine liability, to include multi-car accidents
- Negotiated settlements of claims (e.g., total loss, auto damage, rental) with policyholders, claimants, and attorneys
- Delivered exceptional customer service by addressing client concerns promptly and professionally throughout the claims process.
Spanish Analytic Linguist
Metlang, Metropolitan Interpreters and Translators
09.2020 - 05.2021
- Contractor for Department of Justice
- Translated and analyzed information from Spanish to English.
- Promoted language fluency with immersive activities that simulated real-world situations.
- Translated complex texts for clients, ensuring accurate representation of source material in target languages.
- Collaborated with fellow linguists to share resources, insights, and best practices for improved teaching outcomes.
Material Damage Auditor
The Littleton Group
07.2019 - 03.2020
- Reviewed and negotiated auto damage estimates from third party estimators for accuracy
- Estimated the cost of vehicle repairs (using CCC ONE)
- Ran break even analysis to determine if vehicle was repairable or a total loss
- Reviewed claims file for coverage issues
- Handled customer complaints regarding auto damages
- Calculated and settled diminishment of value claims
- Assisted in salvage handling and subrogation claims.
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
Owner/Operator - Independent Adjuster
Tejas Collision Hub, LLC.
03.2019 - 07.2019
- Facilitated insurance claims for local towing company
- Coordinated with insurance companies on transfer of vehicles from tow yard to new location
- Contracted with a Catastrophe company to assess hail damage for dealership lots (in Ohio, Pennsylvania, and North Carolina)
- Assisted local body shops with body work, computer program (CCC), mechanical, and general duties
- Purchased and repaired used vehicles for resale.
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
Auto Damage Evaluator
Snapsheet, Inc.
05.2016 - 02.2019
- Assessed supplemental vehicle damages via photos submitted by body shops
- Assessed initial vehicle damages via photos
- Determined if the vehicle is repairable or a total loss
- Interacted with body shops nationwide to negotiate auto repair and secure an agreed price
- Estimated the repair cost using CCC ONE or Mitchell's
- Utilized cost-effective parts per carrier guidelines, including USAA, The Hartford, Meemic, James River, Turo, York, and others
- Maintained licenses in 29 states
- Provided valuable input during proposal writing processes, contributing to successful project acquisitions for the organization.
Auto Damage Technician
Allstate Insurance
08.2013 - 05.2016
- Provided 'level 10' customer service and handle auto damage and motorcycle claims
- Interacted directly with customers and body shops while working in a local drive-in location, as a field adjuster
- Inspected and assessed vehicle damage and related property damage
- Estimated the cost of vehicle repairs (using CCC ONE), negotiate settlements, and issue payments
- Coordinated with in-house reps and SIU when liability or coverage issues arise.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
Auto Damage Adjuster
GEICO
11.2008 - 08.2013
- Provided excellent customer service
- Interacted directly with customers and body shops in a local drive-in location, auto repair express, and as a field adjuster
- Inspected and assessed vehicle damage (e.g., minor fender-benders, extensive damage, total losses, and catastrophes) and related property damage
- Estimated vehicle repairs using CCC ONE, negotiated settlements, and issued payments
- Monitored the repair process including rental terms/duration
- Increased efficiency in claims handling through effective use of technology tools and systems.
- Maintained positive relationships with policyholders, providing exceptional customer service throughout the claims process.
Senior Claims Representative
American International Group (AIG)
09.2005 - 11.2008
- Maintained communications with policyholders, claimants, witnesses, attorneys, and other vendors during the claims process
- Investigated auto (injury and non-injury) claims to determine insured's liability, to include multi-car accidents
- Estimated cost of vehicle repair and other property damage
- Negotiated auto injury and non-injury claims with policyholders and claimants.
- Improved team productivity by providing ongoing training and support to junior claims representatives.
- Reduced backlog of pending claims by introducing an effective triage system based on priority levels.
Claims Representative
Progressive Insurance
01.2000 - 08.2005
- Maintained communications with policyholders, claimants, agents, police officers, attorneys, and other vendors during the claims process
- Investigated auto (injury and non-injury) claims to determine insured's liability, to include multi-car accidents
- Negotiated settlements of claims with policyholders, claimants, and attorneys
- Prepared reports and updates on claims and losses as required.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
Education
B.B.A., Management -
TEXAS A&M INTERNATIONAL
Laredo, TX08.1999
Skills
- Bilingual - Fluent in English and Spanish
- Proficient in Microsoft Word and CCC Pathways, CCC ONE, and Mitchells for auto estimates
- Active listening skills
- Computer literate
- Liability Analysis
- Claims Investigation
- Assertiveness
- Problem-Solving
- Technical knowledge
- Damage Assessment
- Policy Interpretation
- Audit reporting
- Microsoft Office
- Decision-Making
Certification
- TEXAS DEPARTMENT OF INSURANCE, Adjuster - Property and Casualty, 11/01/00, 12/31/24, 1075976,
- FL, GA, LA, AZ, MN, OR-Adjuster P&C
- ICAR, Level 3 Platinum Certified
Cellular
(210) 909-2789
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Child and Family Protective Care Specialist (CFPCS)
MVM, Incorporated
12.2022 - Current
Independent Claims Adjuster
The Littleton Group, A Davies Company
07.2021 - 12.2022
Spanish Analytic Linguist
Metlang, Metropolitan Interpreters and Translators
09.2020 - 05.2021
Material Damage Auditor
The Littleton Group
07.2019 - 03.2020
Owner/Operator - Independent Adjuster
Tejas Collision Hub, LLC.
03.2019 - 07.2019
Auto Damage Evaluator
Snapsheet, Inc.
05.2016 - 02.2019
Auto Damage Technician
Allstate Insurance
08.2013 - 05.2016
Auto Damage Adjuster
GEICO
11.2008 - 08.2013
Senior Claims Representative
American International Group (AIG)
09.2005 - 11.2008
Claims Representative
Progressive Insurance
01.2000 - 08.2005
B.B.A., Management -
TEXAS A&M INTERNATIONAL
- TEXAS DEPARTMENT OF INSURANCE, Adjuster - Property and Casualty, 11/01/00, 12/31/24, 1075976,
- FL, GA, LA, AZ, MN, OR-Adjuster P&C
- ICAR, Level 3 Platinum Certified
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