Victoria A. Guzmán
Las Vegas,NV
Summary
Dedicated and driven professional with an extensive managerial and directorial level background, a strong grasp of leadership, investigations, research and analysis. I have a long history of having successfully created and implemented a library of process improvements as well as staff-development initiatives and measurements to assist in the drive and ultimate attainment of organizational goals thru the use of tech and data.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Claims Adjuster
Progressive Insurance
11.2023 - Current
- Consult police and other records when needed.
- Interview claimants and witnesses to gather factual information.
- Examine photographs and statements.
- Enhance customer satisfaction by promptly addressing and resolving complex claim issues through thorough investigation and analysis.
- Implemented cost-saving measures by effectively negotiating liability with external carriers and within authorized limits while ensuring fair compensation for policyholders losses.
- Collaborate with cross-functional teams to expedite claim handling processes, enhancing overall efficiency and client satisfaction scores.
- Reduce claim processing time by implementing streamlined procedures and efficient documentation practices.
- Maintain detailed records of all case-related activities, ensuring accurate documentation for auditing purposes and future reference.
- Provide exceptional customer service during stressful situations, demonstrating empathy, patience, and professionalism throughout the entire claims process.
- Achieve high accuracy rates in claims evaluation by consistently applying knowledge of policy coverage, liability assessment, and damage valuation.
- Minimize company exposure to financial risk by diligently identifying fraudulent claims and coordinating with legal teams for resolution.
- Answer customer questions regarding deductibles.
- Deliver exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Read over insurance policies to ascertain levels of coverage and help determine whether claims would receive approvals or denials.
- Research claims and incident information to deliver solutions and resolve problems.
- Analyze information gathered by investigation and reported findings and recommendations.
- Identify suspicious losses and contact manager for investigative assistance.
- Document information gathered in field and uploaded data to company database for efficient processing using ClaimPro.
- Optimize workload management, prioritizing time-sensitive cases to ensure timely resolutions for clients.
- Improve team productivity, providing assistance to junior adjusters and peers as needed.
Founder / President
The HR Signature
03.2016 - Current
- Development of company personnel policies & standard HR operating procedures
- Assistance with audits and updates of employee handbooks,
Employment verifications and investigations. - HR Audit of current workplace, employee and management policies and procedures.
- Establishment of internal Safety Committees, Meetings and Orientations.
- Customized HR specific training & general education
- Line Management & Business Coaching
- NV Notary Public Services
Fraud Intake Coordinator
Capital One Bank
06.2019 - 07.2022
- Verified account activity & customer identity
- Investigated and resolved customer & bank concerns regarding fraud activity
- Received incoming calls and took necessary steps to resolve discrepancies and close claims in the system
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards
- Investigated account activity to identify fraud
- Developed and executed plans to monitor standard process adherence
- Provided reviews and analysis of risky or exceptional conditions with the goal of protecting customers from fraudulent activity on their accounts
- Liaised with Unit Manager to organize and perform weekly quality standard training for new and existing staff
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
- Documented meeting minutes and distributed to staff to facilitate follow-up and permanent record
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from fraud transactions, protecting company reputation and loyal client base
- Took appropriate corrective actions through customer contact to verify legitimate financial transactions and account usage
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
- Evaluated quality problems and performed account investigations to identify and resolve any potential issues
- Adhered to established policies, procedures and compliance for satisfactory audit rating
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
Director Of Human Resources
Lee Canyon Ski Lifts, Inc.
10.2016 - 01.2019
- Developed new process for employee evaluation and new leadership training which resulted in marked performance improvements.
- Produced ad hoc reports and documents for senior team members.
Critical documentation and document retention. - Researched and updated all required materials needed for firm and partners in regards to employee development and organizational advancement.
- Oversaw complete HR Budget. (Projections and planning)
Obtained documents, clearances, certificates and approvals from local, state and federal agencies where required. - Responsible for research , projection and creative design for strategic compensation initiatives.
- Verified data integrity and accuracy in all HR areas..
In the first (2) years of employment, successfully designed, developed and tested embedded software applications for use in the ski industry, to include Recruitment Management,, Timekeeping ,
Learning Management and H.R.I.S. systems. - Supported General Manager with daily operational functions.
Worked directly with Marketing, I.T., Mountain Operations and F&B business units to increase revenue by 100%. - Implemented R&R strategies which resulted in 25% increased retention of employee base.
Human Resources & Safety Manager
RENUoil of America, Inc
01.2015 - 01.2016
- Educated and advised employees on group health plans, voluntary benefits and 401(k) retirement plans.
- Developed company personnel policies, standard operating procedures, revamped and translated entire employee handbook to meet current business trends and practices.
- Developed and facilitated all new-hire orientations and onboarding.
- Conducted employment verifications and investigations.
- Developed and enforced company policy and procedures.
- Facilitated the criminal background check process for new and key hires.
- Managed all aspects of leave administration, including employee notifications,scheduling, internal communications, temporary placements and health benefits.
- Established and monitored employee pay ranges.
Assisted in the creation of fair and equitable compensation by comparing current salaries with market pay. - Managed the employee incentive & rewards programs.
Implemented the company's first applicant, employee development and disciplinary tracking system. - Conducted job analysis and job evaluations, resulting in efficient and optimal resource utilization.
- Audited workplace, employee and management policies and procedures.
- Developed innovative new-employee orientation programs, including safety training.
- Acted as liaison between employees and insurance carriers to resolve problems and clarify benefits.
- Shadowed employees to determine an accurate description of the duties and skills required for each position.
- Processed unemployment & OSHA claims and acted as the company representative at unemployment and OSHA hearings.
- Documented, Reported and Oversaw all Workers Compensation, Auto and General Liability claims.
Education
Associate of Arts - Hospitality Management
Pima Community College
Tucson, AZProfessional Certification - Professional in Human Resources
University of Phoenix
Phoenix, AZ2014
Skills
- Business Analytics
- Strong, independent, problem-solving skills
- Employee engagement, orientations and onboarding
- I-9, OSHA 300, ADA, EEO & FMLA Compliance / Document Maintenance
- In-depth knowledge of business benchmarking & auditing
- Extensively trained in FMLA/ADA/EEO/WC
- Labor Analysis, Projections and Project management
- Technical Troubleshooting
- Business mediation and mentoring
- Compensation planning and benefits
- Investigation, Coaching, Discipline and Termination procedures
- All MS Office Applications proficient
- Active and contributing member of the Society for Human Resource Management and Professionals in Human Resources Association
- Executive level Team building
- Knowledgeable in several HR Systems (to include HRIS, Timekeeping, ATS, payroll and benefit portals)
- Executive and C-suite Level Consulting & coaching
Certification
* Senior Professional in Human Resources (SPHR)
* SHRM Senior Certified Professional in H.R. (SHRM-SCP)
* Human Resources Project Manager (HRPM)
* OSHA 30 hour designation - General Industry #27-900502932
* State of Nevada Notary Public - License # 16-3201-1
Timeline
Senior Claims Adjuster
Progressive Insurance
11.2023 - Current
Fraud Intake Coordinator
Capital One Bank
06.2019 - 07.2022
Director Of Human Resources
Lee Canyon Ski Lifts, Inc.
10.2016 - 01.2019
Founder / President
The HR Signature
03.2016 - Current
Human Resources & Safety Manager
RENUoil of America, Inc
01.2015 - 01.2016
Professional Certification - Professional in Human Resources
University of Phoenix
Associate of Arts - Hospitality Management
Pima Community College
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