Courtney Gonzales

Experience

A deliberate progression through insurance.

Each role expanded my view of how the industry works. As the complexity of my responsibilities grew, I developed a deeper understanding of risk, exposure, and the impact both have on business and customer outcomes.

Core competencies

Analytical & Research Expertise

  • Trend analysis
  • Investigative research
  • Data verification
  • Problem solving

Risk & Coverage Expertise

  • Policy interpretation
  • Exposure analysis
  • Risk identification
  • Coverage evaluation

Operations & Strategy

  • Cross functional collaboration
  • Workflow optimization
  • Process improvement
  • Decision making

Communication & Leadership

  • Stakeholder management
  • Mentorship
  • Relationship building
  • Conflict resolution

  1. Oct 2024 — Present

    Commercial Adjuster

    Mobilitas Insurance

    Analyze complex commercial auto exposures including multi-vehicle losses, disputed liability, rideshare operations, and high-impact financial risk scenarios.

    • Interpret policy language, endorsements, exclusions, and coverage structures to support accurate, defensible business decisions.
    • Use ISO, LexisNexis, and investigative research tools to verify information and identify exposure concerns.
    • Identify operational risk trends, claim patterns, and contributing exposure factors influencing financial performance.
    • Collaborate cross functionally with internal departments, insureds, external carriers, vendors, attorneys, and claimants.
    • Investigate fraud indicators and coverage discrepancies to mitigate unnecessary indemnity exposure.
    • Strengthened understanding of how underwriting decisions and product structure influence downstream claim outcomes.

  2. May 2023 — Oct 2024

    Personal Lines Adjuster

    The Hartford

    Evaluated coverage, liability, and exposure across personal lines claims while balancing policy application, customer experience, and business outcomes.

    • Conducted detailed investigations involving policy interpretation, liability analysis, and evidence evaluation.
    • Communicated complex coverage determinations to insureds, claimants, attorneys, and external partners.
    • Identified loss patterns, inconsistencies, and exposure concerns impacting financial risk.
    • Managed competing priorities and high volume workloads while maintaining compliance standards.

  3. Feb 2021 — May 2023

    Customer Relationship Associate

    The Hartford

    Built foundational insurance fluency supporting customers across policy, billing, premium, and coverage inquiries.

    • Developed foundational knowledge of risk factors, policy structure, and underwriting considerations.
    • Collaborated with underwriting, claims, and internal support teams to resolve account issues efficiently.
    • Educated customers on policy changes, endorsements, and billing impacts in plain language.
    • Trained and supported new team members on workflows, systems, and operational procedures.

  4. May 2020 — Feb 2021

    Customer Service Representative

    Bank of America

    Supported customers through financial transactions, account maintenance, and banking inquiries in a high volume environment.

    • Identified potential fraud indicators and escalated suspicious activity per company procedure.
    • Strengthened adaptability, multitasking, and operational workflow management.

Education & Credentials

Formal study alongside the work.

BBA — Risk Management & Insurance

University of Houston · Bauer College of Business

Expected 2027

Texas P&C Adjuster License

Multi-state adjuster licensing

Active

Associate in Risk Management (ARM)

The Institutes

In progress

Chartered Property Casualty Underwriter (CPCU)

The Institutes

In progress

Beyond the office

Where growth keeps showing up.

Growth and connection are important parts of who I am both professionally and personally. Outside of work, I enjoy staying active through spin classes, Pilates, walking, and wellness focused activities that challenge me mentally and physically. I also value community and leadership. I have been involved in choir and leading praise dance ministry, experiences that strengthened my ability to connect with others, lead with intention, and contribute to something larger than myself. I also appreciate the small things in life and try to approach each day with gratitude and a mindset of continuous growth.