Open to opportunities

aissa Gutierrez-torrez

@aissagutierrez-torre

Message

I am a bilingual claims adjuster with 8+ years in claims, negotiation, and customer service.

United States

Message

What I'm looking for

I’m seeking a claims-focused role to apply my bilingual investigation, negotiation, and compliance expertise in a collaborative, customer-centered team while mentoring junior staff.

I am a bilingual Claims Adjuster with over eight years of experience in claims investigation, negotiation, and customer service.

In my current role I investigate liability claims, negotiate settlements with claimants and attorneys, and process claims while ensuring compliance with company and state/federal regulations. I handle high-volume caseloads with accuracy and professionalism.

I have a track record of exceeding performance metrics, training and mentoring peers, and preventing delinquencies through collaborative work with attorneys and trustees. Prior roles across banking and hospitality sharpened my customer-service, sales, and dispute-resolution skills.

I value accuracy, regulatory compliance, and customer-focused solutions, and I hold an Associate of Art degree (2024). I am motivated to continue growing in insurance and claims roles where I can mentor others and improve outcomes for customers and the company.

Experience

Work history, roles, and key accomplishments

Current

Claims Adjuster

Current

Liberty Mutual

Sep 2023 - Present (2 years)

Investigate and resolve liability claims involving personal injuries and property damage, negotiating settlements with claimants and attorneys. Process claims using specialized systems while ensuring compliance with company and state/federal policies and delivering efficient customer service.

Claims Systems Regulatory Compliance Customer Service Dispute Resolution

Sales Representative

Bank of America

Apr 2022 - Jul 2023 (1 year 3 months)

Handled 80+ inbound calls daily to address customer needs and promote products, consistently meeting and exceeding sales targets to improve retention.

Inbound Sales Customer Service Consultative Selling Call Center CRM Cross Selling

Home Loan Bankruptcy Specialist

Bank of America

Jun 2019 - Apr 2022 (2 years 10 months)

Specialized across six mortgage departments (including Bankruptcy, PMI/MIP, and Special Loans) and prevented delinquencies by collaborating with attorneys and trustees. Trained and mentored new hires in compliance and investigative practices.

Mortgage Servicing Compliance Mentoring Loan Loss Prevention Investigation

Senior Customer Service Rep II

Fort Worth Water Department

Oct 2018 - Jun 2019 (8 months)

Resolved customer billing issues and secured payments through proactive follow-up, improving customer satisfaction and account recovery.

Collections Customer Service Account Management Payment Processing Data Entry

Bilingual Telephone Banking Specialist

Chase Bank

May 2016 - Oct 2018 (2 years 5 months)

Managed 100+ daily customer calls in English and Spanish, achieved top ratings in call handling and quality, and promoted banking products to increase client retention.

Bilingual Support Telephone Banking Customer Retention Quality Assurance CRM

Front Desk Agent & Gift Shop Supervisor

Omni Hotel

Oct 2014 - May 2016 (1 year 7 months)

Supervised front desk and retail operations for a 614-room luxury property, trained staff, and created promotions that increased hotel revenue and guest satisfaction.

retail management Staff Training Revenue