Summary
Overview
Work History
Education
Skills
Timeline
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Viviana Montes

Viviana Montes

Yukon,Oklahoma

Summary

Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems.

Overview

10
10
years of professional experience

Work History

Experienced Total Loss Claims Adjuster

Liberty Mutual
09.2022 - 01.2024
  • Created detailed assessments of damages to property and vehicles.
  • Participated in ongoing professional development opportunities to stay up-to-date on industry trends and best practices for total loss claims adjusting.
  • Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
  • Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
  • Conducted thorough investigations to verify coverage and accurately determine liability in complex cases.
  • Enhanced customer satisfaction by delivering honest advice to policyholders in regard to repair work and body shop processes.
  • Served as liaison between policyholders, repair facilities, and other stakeholders to expedite claim resolution while maintaining open lines of communication.
  • Leveraged strong analytical skills to assess vehicle damages accurately and determine appropriate settlement amounts based on market values.
  • Maximized recoveries from at-fault parties through diligent subrogation efforts, contributing to company's financial success.
  • Facilitated positive work environment by actively engaging in team meetings and contributing to collaborative discussions on claim handling strategies.
  • Excellent communication skills, both verbal and written.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Identified suspicious claims, escalating issues to SIU for further investigation and analysis.

Auto Adjuster II

USAA
11.2013 - 10.2020
  • Prepared detailed reports, documenting all aspects of claim process for future reference or potential litigation purposes.
  • Assisted coworkers during periods of high workload or staff shortages, demonstrating teamwork skills that contributed to company success collectively.
  • Contributed to team success by sharing knowledge, best practices, and resources among colleagues.
  • Gained strong leadership skills by managing projects from start to finish.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Adhered strictly to company policies and guidelines, as well as state and federal regulations, ensuring compliance in all aspects of claims handling.
  • Managed high volume of claims efficiently, prioritizing tasks for maximum productivity.
  • Reduced fraudulent claims by identifying potential fraud indicators during investigations.
  • Achieved timely and accurate claim settlements by conducting thorough investigations and damage assessments.
  • Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
  • Analyzed complex data and prepared accurate and comprehensive reports for clients.
  • Managed approximately 30+ incoming calls, emails and faxes per day from customers.

Immediate Response Unit (IRU)

USAA
06.2012 - 11.2013
  • Established relationships with clients and insurance companies to foster timely claims resolution.
  • Answered customer questions regarding deductibles.
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
  • Evaluated insurance policies and analyzed damages to determine coverage.
  • Verified insurance claims and determined fair amount for settlement.
  • Contributed to team success by participating in regular training sessions, sharing best practices, and mentoring new adjusters.
  • Developed comprehensive reports outlining investigation findings, settlement recommendations, and supporting evidence for use in both internal reviews and external negotiations.
  • Identified suspicious losses and contacted manager for investigative assistance.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Paid attention to detail while completing assignments.

Education

No Degree - Nursing

Oklahoma City Community College
Oklahoma City, OK

Skills

  • Regulatory Compliance
  • Total Loss Evaluation
  • Claims Investigation
  • Highly motivated
  • Advanced computer skills
  • Bilingual in Spanish
  • Conflict Resolution
  • Remote Office Availability

Timeline

Experienced Total Loss Claims Adjuster

Liberty Mutual
09.2022 - 01.2024

Auto Adjuster II

USAA
11.2013 - 10.2020

Immediate Response Unit (IRU)

USAA
06.2012 - 11.2013

No Degree - Nursing

Oklahoma City Community College

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Viviana Montes