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
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