Summary
Overview
Work History
Education
Skills
Languages
Timeline
AdministrativeAssistant
Gwendolyn Hayes

Gwendolyn Hayes

Casa Grande

Summary

Dynamic and detail-oriented professional with extensive expertise in insurance claims, client support, administrative operations, and business development. Proven ability to manage high-volume auto insurance claims, including liability determinations, total loss valuations, and subrogation, while providing empathetic guidance to customers. Strong foundation in document verification, compliance, and risk mitigation as a Certified Signing Agent, complemented by skills in user operations and process improvement gained in both technology and service sectors. Demonstrated success in sales and account management through strategic relationship building, revenue growth initiatives, and effective communication. Proficient in Salesforce, Mitchell Valuations, Microsoft Office, and G-Suite to enhance workflows and elevate customer satisfaction across various industries.

Overview

17
17
years of professional experience

Work History

Claims Adjuster Generalist

Progressive Auto Insurance
12.2024 - Current
  • Investigates and resolve high-volume auto insurance claims, ensuring accurate liability decisions.
  • Collaborates with repairs shops, salvage yards, and other carriers to expedite claim resolution.
  • Streamlines total loss process including valuations, salvage, and lienholder payoffs.
  • Delivers clear communication and guidance to insureds and claimants, enhancing customer satisfaction.

Notary Public

Blue Ink Signatures, LLC
09.2019 - Current
  • Verified identities and administered oaths to ensure authenticity of document signings.
  • Streamlined office procedures, including correspondence management and recordkeeping, increasing operational efficiency by 25%.
  • Identified and mitigated risks of fraudulent transactions by maintaining vigilance during signings.
  • Directed automation of various processes, reducing manual errors by 30%

User Operations Specialist

SnapDocs
10.2021 - 10.2022
  • Conducted qualitative and quantitative analysis to enhance user experiences and platform functionality.
  • Performed manual testing and authored detailed feedback reports, resulting in a 20% improvement in platform usability.
  • Documented and resolved user-reported issues, ensuring a 90% resolution rate within SLA timelines.
  • Leveraged data to identify key interface performance factors, driving iterative improvements.

Sales Associate

Cigna Health System
09.2019 - 08.2020
  • Developed tailored sales strategies, achieving a 10% annual revenue increase by managing 50 clients daily.
  • Strengthened client relationships by delivering exceptional service, maintaining a 95% customer satisfaction rate.
  • Implemented marketing initiatives, driving a 15% boost in customer engagement and revenue.

Service Center Support

FEDEX FREIGHT
04.2018 - 09.2019
  • Improved financial accuracy by maintaining detailed records of deposits and reconciling discrepancies, reducing errors by 20%.
  • Processed accounts payable transactions and ensured timely updates, achieving 98% on-time payment rates.
  • Prepared and distributed regular operational and financial reports, enhancing decision-making efficiency for management.
  • Streamlined administrative processes, reducing clerical errors by 15% and improving team productivity.

Account Executive

SECURE PAYMENT SYSTEMS
08.2008 - 04.2018
  • Spearheaded new business development efforts, achieving a 25% increase in client acquisition year-over-year.
  • Negotiated and closed sales deals, contributing to a 30% growth in revenue.
  • Managed client accounts, ensuring high satisfaction and retention rates.
  • Proposed new product offerings, leading to a 20% increase in upselling opportunities.

Education

Bachelors of Science - Business Administration in Accounting

University Of Arkansas
01.2025

Master of Business Administration - undefined

Webster University
08.2022

Master of Arts - Human Resources Management

Webster University
08.2022

Bachelor of Business Administration - undefined

University of Central Arkansas
12.2018

Skills

  • Claims investigation expertise
  • Total loss valuations
  • Settlement negotiation skills
  • Documentation analysis
  • Customer communication skills
  • Data-driven process improvement
  • Administrative operations management
  • Strategic partnership development
  • Proficient in Microsoft Office and G-Suite
  • Case management expertise

Languages

English
Native or Bilingual

Timeline

Claims Adjuster Generalist

Progressive Auto Insurance
12.2024 - Current

User Operations Specialist

SnapDocs
10.2021 - 10.2022

Notary Public

Blue Ink Signatures, LLC
09.2019 - Current

Sales Associate

Cigna Health System
09.2019 - 08.2020

Service Center Support

FEDEX FREIGHT
04.2018 - 09.2019

Account Executive

SECURE PAYMENT SYSTEMS
08.2008 - 04.2018

Master of Business Administration - undefined

Webster University

Master of Arts - Human Resources Management

Webster University

Bachelor of Business Administration - undefined

University of Central Arkansas

Bachelors of Science - Business Administration in Accounting

University Of Arkansas
Gwendolyn Hayes