Luis Gutierrez
Phoenix
Summary
Bilingual Leave and Disability Specialist with over 6 years of experience managing FMLA and short-term disability claims with empathy, accuracy, and attention to compliance. Proven ability to handle high call volumes, complex policies, and sensitive conversations while maintaining strong customer service standards. Dedicated to delivering consistent, high-quality support in a structured and collaborative work environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Integrated Short-Term Disability Claim Specialist
Lincoln Financial Group
Phoenix
01.2021 - Current
- Manage short-term disability claims from intake through resolution, ensuring accurate documentation and timely communication with claimants, healthcare providers, and employers.
- Maintain compliance with complex federal, state, and internal policy guidelines.
- Navigate high volumes of caseloads with attention to detail, empathy, and urgency.
- Collaborate with internal teams, and use claims systems to ensure workflow accuracy.
Leave Specialist
Lincoln Financial (formerly Liberty Mutual)
Phoenix
01.2017 - 01.2021
- Managed and administered FMLA claims for employees in compliance with federal regulations and company policies.
- Communicated with employees and healthcare providers to obtain and review medical certifications.
- Delivered clear, compassionate support throughout the leave process.
- Promoted from intern to full-time based on performance, reliability, and dedication.
Year Up Program - Leave Specialist Intern
Lincoln Financial (formerly Liberty Mutual)
Phoenix
07.2016 - 01.2017
- Completed a 6-month, business-focused college program, followed by a 6-month internship at Liberty Mutual.
- Gained hands-on experience supporting the Leave team in managing FMLA-related documentation and communication.
- Recognized for professionalism, adaptability, and communication skills.
Crew Member
Trader Joe's
Phoenix
01.2015 - 01.2016
- Assisted customers, maintained store organization, and supported front-end operations in a fast-paced retail environment.
Crew Member
Cafe Rio
Phoenix
01.2012 - 01.2015
- Prepared and served meals with accuracy and speed; ensured a positive dining experience for all guests.
Crew Member
McDonald's
Phoenix
01.2011 - 01.2012
- Delivered consistent customer service and supported kitchen and cashier operations as part of a fast-paced team.
Education
Some College (No Degree) - Business
Gateway Community College
Phoenix, AZSkills
- Bilingual: fluent in English and Spanish
- Claims expertise: STD, FMLA, medical documentation, compliance
- Customer service: empathetic, professional, and solution-oriented
- Technical: Microsoft Outlook, Word, Excel, and internal claims platforms
- Soft Skills: Detail-oriented, dependable, organized, team-oriented
Certification
- Business Certificate of Completion
Languages
Spanish
Professional
Timeline
Integrated Short-Term Disability Claim Specialist
Lincoln Financial Group
01.2021 - Current
Leave Specialist
Lincoln Financial (formerly Liberty Mutual)
01.2017 - 01.2021
Year Up Program - Leave Specialist Intern
Lincoln Financial (formerly Liberty Mutual)
07.2016 - 01.2017
Crew Member
Trader Joe's
01.2015 - 01.2016
Crew Member
Cafe Rio
01.2012 - 01.2015
Crew Member
McDonald's
01.2011 - 01.2012
Some College (No Degree) - Business
Gateway Community College