Kris Martinez
Pensacola
Summary
Communications professional with ten years of experience in insurance operations and customer relations. Expertise in developing compliant communications that improve customer satisfaction and optimize processes. Proficient in Salesforce systems and process improvement initiatives, supported by a master's degree in communications with a focus on marketing.
Overview
13
13
years of professional experience
Work History
Consumer Relations Specialist
Progressive Insurance
11.2023 - Current
- Coordinated and developed written resolutions for executive-level, Better Business, and Departments of Insurance complaints, ensuring compliance and customer satisfaction.
- Drafted accurate, thorough, and timely responses that resolved all issues raised in escalated complaints.
- Collaborate with claims managers and internal partners to determine appropriate resolution strategies.
- Researched underwriting and claims issues, developing comprehensive written responses that effectively addressed customer grievances.
- Apply Progressive’s voice, brand standards, and company guidelines to produce compliant customer communications.
Procedure Communications Specialist (Loan-In)
Progressive Insurance
01.2025 - 08.2025
- Migrated Knowledge Management guideline pages into Salesforce, improving accessibility and user experience.
- Identified and implemented workflow improvements, streamlining migration process and increasing accessibility of documentation.
- Collaborated with cross-functional teams to resolve system constraints, facilitating smoother migration to Salesforce platform.
- Enhanced internal communication and collaboration across departments, ensuring effective support for platform implementation.
Inside Sales Representative
Progressive Insurance
02.2018 - 11.2023
- Developed and executed territory sales plans, aligning strategies with business growth objectives to enhance market presence.
- Built consultative relationships with agency partners, resulting in increased agency production and strengthened partnerships.
- Identified growth opportunities through analysis of production trends, market knowledge, and agency potential.
- Educated agents on Progressive products, services, and technology, driving increased adoption and usage among agents.
- Overcame objections and positioned Progressive competitively to achieve sales goals.
- Partnered with territory sales leadership to maximize growth across the region.
- Facilitated onboarding and training of newly appointed agencies.
Customer Care Specialist
American Strategic Insurance
01.2017 - 02.2018
- Addressed and resolved customer billing and service concerns to improve overall customer experience.
- Facilitated customer understanding of quote information, policy updates, and cancellations to enhance satisfaction.
- Documented customer interactions and policy changes to ensure accurate recordkeeping.
- Coordinated with agents to streamline documentation gathering process for issued policies, ensuring timely service.
- Analyzed policy contracts to address customer inquiries.
Liability Claims Adjuster
American Strategic Insurance
01.2015 - 12.2016
- Managed all phases of non-litigated liability claims from investigation through settlement.
- Analyzed policy language and documentation to assess insurance coverage and liability exposure.
- Conducted investigations including interviews with insureds, claimants, and witnesses.
- Evaluated property damage claims and approved loss estimates.
- Coordinated medical payments and negotiated settlements for minor bodily injury claims to achieve fair resolution.
- Oversaw claim reserves to align with projected liability and expenses, ensuring financial accuracy.
Claim Support Personnel
American Strategic Insurance
03.2013 - 01.2015
- Delivered phone support to clients, agents, and vendors on claim status and documentation inquiries.
- Managed reports and databases for tracking mediation, litigation, trial notices, and umbrella claims, ensuring accurate information flow.
- Revised and edited liability correspondence templates within the claims letter library.
- Supported adjusters by preparing policy disclosures, certified policies, coverage disclaimers, and reservation of rights letters.
- Issued expense payments and processed system and manual claim payments.
Education
MA - Communications (Marketing Emphasis)
University of Denver
08-2025
BA - English
California State University – Hayward
01-1993
Skills
- Customer service
- CRM software proficiency
- Salesforce
- Process Improvement
- Quality Assurance
- Incident reporting
- Cross-functional support
- Problem solving
- Analytical problem-solving
- Teamwork and collaboration
- Attention to detail
- Team collaboration
- Cross-functional teamwork
- Team collaboration
- Teamwork and collaboration
- Outstanding communication
- Written communication
- Empathetic communication
- Conflict resolution
- Microsoft Word
- Excel
- PowerPoint
- Empathetic communication
- Effective problem-solving
- Attention to detail
- Teamwork and collaboration
Timeline
Procedure Communications Specialist (Loan-In)
Progressive Insurance
01.2025 - 08.2025
Consumer Relations Specialist
Progressive Insurance
11.2023 - Current
Inside Sales Representative
Progressive Insurance
02.2018 - 11.2023
Customer Care Specialist
American Strategic Insurance
01.2017 - 02.2018
Liability Claims Adjuster
American Strategic Insurance
01.2015 - 12.2016
Claim Support Personnel
American Strategic Insurance
03.2013 - 01.2015
MA - Communications (Marketing Emphasis)
University of Denver
BA - English
California State University – Hayward