Summary
Overview
Work History
Education
Skills
Timeline
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Sayra Gutierrez

Houston

Summary

Result-focused Customer Service professional with more than 11+ years of experience building and maintaining trust with individuals. Proactive leader with strengths in communication and negotiation. Proficient in leveraging positive outcomes using cognitive thinking. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.

Overview

9
9
years of professional experience

Work History

Bodily Injury Claims Adjuster

Progressive Insurance
04.2022 - 10.2023
  • Established timely contact with insureds and claimants to gather facts of loss to asses the claim promptly and efficiently.
  • Communicated with parties for necessary information to complete proper evaluation of injury claims.
  • Processed total losses timely.
  • Maintained a manageable and organized diary/workload to accomplish daily duties.
  • Established rapport with customer to ensure trust and move claims to closure.
  • Effectively negotiated injury claims on a daily to ensure a fair settlement.

Claims Adjuster

GEICO
01.2021 - 03.2022
  • Adhered to company and insurance client's guidelines in claims processes and claim closures.
  • Recommended settlement offers
  • Reduced loss ratios through fair and prompt processing of claims.
  • Closed average of 1000 cases per quarter by leveraging strong organizational and multitasking abilities.
  • Established trust with Insureds, Claimants, Attorneys and Medical providers to help ease process of negotiation.
  • Used superb communication skills to explain claims processes in both English and Spanish.
  • Helped build a Spanish speaking only department to alleviate the state of Texas's phone lines.

Lead Teller

Wells Fargo
01.2018 - 12.2020
  • Handled daily team scheduling and properly staffed shifts.
  • Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
  • Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
  • Assisted tellers with daily activities such as check approval, adding checks, locating errors and resolving member related questions.
  • Performed regular audits of teller activities maintaining signed records.
  • Completed monthly audits and managed overdraft reports.

Customer Service Representative

State Farm
10.2014 - 06.2017
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Answered 100+ inbound calls per day and directed to individuals or departments.

Education

Bachelor of Arts - Applied Linguistics

University of Houston
Houston, TX

Skills

Ability to perform/work independently, efficiently, and concise

11 years building connections with customers

Superb communication skills encompassing verbal, written and presentational in both English and Spanish

Able to use cognitive thinking when making decisions

Excelled leadership skills used to produce and maintain productivity within team and self

Timeline

Bodily Injury Claims Adjuster

Progressive Insurance
04.2022 - 10.2023

Claims Adjuster

GEICO
01.2021 - 03.2022

Lead Teller

Wells Fargo
01.2018 - 12.2020

Customer Service Representative

State Farm
10.2014 - 06.2017

Bachelor of Arts - Applied Linguistics

University of Houston

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Sayra Gutierrez