Juan M. Gonzales

Roseville, CA ***** * Phone: 916-***-**** * Email: adz76l@r.postjobfree.com

PROFILE

Highly experienced business professional with over 20 years of management, insurance, and legal experience.

Extensive supervisory experience managing teams of claims adjusters with responsibilities in the hiring and training of new employees.

Insurance claims file ownership with duties including liability and coverage investigation, injury and attorney negotiations, auto and property damage estimating, catastrophe deployment and leadership development.

Daily one-on-one interaction with customers and independent insurance sales agents in person and over the phone in order to ensure an exceptional customer service experience.

Peer-to-Peer mentoring to assist in the development of other leaders within the management organization.

Training for new and continued education for insurance claims specific topics and California specialization to include local adjusters, managers, and independent sales agents.

Project management for continuous improvement and change implementation pr

HISTORY

Liberty Mutual Insurance Company May 2012-Present

Albuquerque, NM; Honolulu, HI; Rocklin, CA;

Large Loss Team Manager Jun. 2022-Present

Regional Field Claims Team Manager Oct. 2016-Jun. 2022

Senior Field Claims Resolution Specialist I – Property Oct. 2015-Sep. 2016

Property Loss Field Specialist II-III - Safeco Jul. 2013-Sep. 2015

Property Loss Field Specialist I - Safeco May 2012-Jun. 2013 Progressive Casualty Insurance Company Jun. 2003-Apr. 2012 Santa Fe, NM; Gulfport, MS; Colorado Springs, CO; Honolulu, HI;

Manage Repair Rep Oct. 2009-Apr. 2012

Attorney Represented Bodily Injury Rep Apr. 2006-Sep. 2009

Unrepresented Bodily Injury Rep Apr. 2006-Sep. 2009

Network Repair Rep Nov.2004-Mar. 2006

Claims Generalist I-III Jun. 2003-Oct. 2009

Colorado Public Defender - Weld County Aug. 2002-May 2003 Greeley, CO;

Investigator Intern Aug. 2002-May 2003

EXPERIENCE

Management and Supervision

Currently manage a team of 8 property field adjusters and supervise between 7 and 16 employees at any given time.

Responsible for identifying and hiring qualified candidates to fill open positions with a current territory of southern California and Hawaii.

Formulate and deliver performance evaluations, recommendations for payroll raises and promotions, and administer all forms of performance management duties.

Intake customer escalations to resolve outstanding issues and develop customer service resolution plans to ensure a satisfactory outcome.

Participation in multiple leadership development programs and management training courses.

Certified Liberty Mutual Area Coach Expert (ACE) with the core responsibility to train and mentor new hire trainees during “On the Job Training” process.

Over ten years of experience in peer mentoring and training of new employees prior to current management role. Insurance Claims

Multi-line claims adjustment and investigation experience.

Emphasis on auto and property damage and bodily injury settlement resolution.

Examine and resolve complex coverage and liability investigations.

Lead negotiations with public adjusters, claimants, attorneys, repair facilities, building contractors, vendors and medical providers.

Participated in numerous catastrophe deployments including hail, wind, hurricane, ice damming and wild fire events.

Recognize and assist with potential subrogation and underwriting opportunities.

Skilled in property damage estimating and bodily injury evaluation software.

Responsible for claims settlement up to a monetary amount of six figures, with individual authority of $100,000.

Florida Adjusters License with additional adjusters’ licenses in all other reciprocal states.

Haag Certified Roof Inspector and currently completing Associates in Claims (AIC) designation. Project Management

Lead multiple continuous improvement pilots and projects to implement process changes.

Held meetings with working groups to delegate responsibilities and give direction on roles.

Analyze data and key performance indicators to measure outcomes of the project.

Determine if process change is needed after testing period.

Implement new process or system across multiple job families by facilitating training, job aids and maintain measuring tools.

Customer Service

Daily customer interaction with emphasis on exceeding the overall claims experience.

Managing property damage repairs on behalf of the customer with periodic updates and ensuring 100% satisfaction.

Attended numerous customer interaction and satisfaction training courses.

Promote customer retention by walking each customer through the claims process from start to finish.

Customer de-escalation and complaint management to resolve high level customer service issues.

Insurance sales agent liaison to help support agents selling our homeowner and auto policies by being available to answer questions and give support as needed to the agents and their customers.

EDUCATION

Bachelor of Arts, Sociology

Colorado State University, Fort Collins, CO

Criminal Justice Concentration

Graduated May 2003

Continuing Education and Certifications

Management & Supervisory Training: Progressive Leadership Development Program; One-on-One Peer Mentoring; Leadership Shadowing; ACE Mentor; Liberty Mutual Pathways to Leadership Program; Liberty Mutual Claims Leadership School; Conexion Mid-Career Mentoring & Leadership Program

Insurance Training: Safeco Level 200 New Hire Program; Vale Residential Estimating; Haag Certified Roof Inspector Training; Safeco Field Standard Works; Cobranding Training; Florida State Adjuster Licensing Curriculum; Xactimate, Mitchell and CCC Auto Estimating Software Training; CA Earthquake Certification; Symbility - CoreLogic

Legal Training: Attorney Negotiations; Insurance Fraud; State Legal for CA, NM, MS, CO, HI;

ACHIEVEMENTS

Awards and Recognition

Circle of Excellence Award 2019

Unit 3e Team of the Quarter Award – Q3 2017, Q1 2018, Q2 2018, Q4 2018, Q1 2020, Q2 2020

Property Leadership Call – 2018 Q3 Claims Team Manager Recognition

Employee Team Awards: Circle of Excellence 2019, 2020, 2021; Top Performer – Q3 2017, Q1 2018, Q2 2018, Q3 2018, Q1 2019, Q2 2019, Q3 2019, Q1 2020; Customer Experience Superstar – Q1 2018, Q2 2018, Q3 2018, Q4 2018, Q2 2019, Q3 2019, Q2 2020 Q3 2020; Office Spirit Award – Q4 2017; The Right Way Award – Q4 2017; Top Rookie Award – Q1 2018, Q3 2018, Q4 2018, Q3 2020; One Team Award – Q1 2018, Q2 2019; Mentor – Q2 2018; Special Projects

Field CTM Large Loss Mentorship Program

Back to Basics Ambassador Zone 3e

ALE Workbook and Letters Project

Appraisal Project – Vendor List Lead

Luminary Recognition Team

Manager Mentorship

Conexion Mid-Career Mentoring & Leadership Program

CWS Customer Journey Project

Leader Work Optimization

Zone 3 Quality Working Team

Trainer for CA Safeco Agent Water Loss Webinar

CA Claims Specialization Trainer

2023 National Hispanic

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