Patricia Guerrero
Avondale,AZ
Summary
High-energy Casualty adjusting with 8 years years of experience responding to customer insurance inquiries and assisting with claims. Proficient computer and multi-tasking skills and to function in fast-paced inbound call center environment. Dedicated Insurance professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
Work History
Casualty Adjuster
Liberty Mutual Group
Phoenix, AZ
05.2021 - 06.2022
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Examined claims forms and other records to determine insurance coverage.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Researched claims and incident information to deliver solutions and resolve problems.
- Reviewed police reports, medical treatment records and physical property damage to determine extent of liability.
- Negotiated car settlement agreements to resolve disputes.
Claims Care Center Rep/ File Handler
American Family Insurance
Denver , Colorado
03.2019 - 10.2021
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Submitted claims and initiated damage appraisal to facilitate claims process for policyholders.
- Initiated outbound customer calls to review policy reviews and late payments to avoid lapse in coverage.
- Verified and updated customer contact details mainframe to build and maintain accurate customer database.
Customer Service Bilingual Representative
American Family Insurance
Phoenix, AZ
06.2013 - 02.2019
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered up to 30 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
- Achieved and maintained departmental performance standards.
- Helped achieve documentation by translating customer paperwork and company documentation.
- Performed support ticket transaction resolution tasks and administrative functions.
- Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
- Achieved sales targets regularly with solid promotional and cross-selling skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Quality Assurance Analyst
Synergy Solutions
Scottsdale, AZ
03.2012 - 06.2013
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Created and achieved product quality objectives and met product specifications.
- Fixed identified issues to increase productivity and boost workflows.
- Monitored process checks for proper completion and correct frequency.
- Maintained knowledge of regulatory requirements from accrediting bodies and federal, state and local requirements.
- Wrote, edited and updated project manuals and technical documentation used by quality assurance team.
Legal Assistance - Workers Compensation and Social
Wilmer And Testini, PLC
Phoenix, AZ
02.2011 - 09.2011
- Handled office scheduling and made notes for deadlines, motions and other important dates.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Scheduled appointments, court appearances and depositions for busy law firm.
- Worked alongside attorneys, administrative assistants and fellow legal assistants on complex cases and legal processes.
- Developed positive working relationship with courts, clients, law enforcement members and attorneys in English and Spanish.
Education
High School Diploma -
Cyber High School
Phoenix, AZ06.2009
Skills
- Call Documentation
- New Policies Processing
- Customer Data Confidentiality
- Insurance Claim Forms Review
- Efficient and Detail-Oriented
- Interpretation and Translation Services
- Customer Retention Strategies
- Understanding Customer Needs
- Insurance Carrier Applications
- Resourceful Researching
Languages
Spanish
Native or Bilingual
Timeline
Casualty Adjuster
Liberty Mutual Group
05.2021 - 06.2022
Claims Care Center Rep/ File Handler
American Family Insurance
03.2019 - 10.2021
Customer Service Bilingual Representative
American Family Insurance
06.2013 - 02.2019
Quality Assurance Analyst
Synergy Solutions
03.2012 - 06.2013
Legal Assistance - Workers Compensation and Social
Wilmer And Testini, PLC
02.2011 - 09.2011
High School Diploma -
Cyber High School
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