Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Marco Hernandez

Homestead

Summary

Values-driven leader focused on integrity, empathy, and purpose-led impact. I build trust through consistency, emotional intelligence, and a strong belief in people’s potential. With over 14 years at Progressive and deep expertise in inbound subrogation operations, I thrive in dynamic environments: aligning teams, developing talent, and turning complex challenges into meaningful outcomes. Passionate about doing what’s right, not just what’s easy, and creating cultures where people feel seen, heard, and empowered to grow. Proven track record in driving efficiency, improving accuracy, and leading high-performing teams to success.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Inbound Subrogation Supervisor

Progressive Insurance
11.2022 - Current
  • Led a high-performing inbound subrogation team by fostering an inclusive, high-trust culture rooted in Progressive’s Core Values. Promoted psychological safety and engagement through regular 1:1s, recognition rituals, and team-led DEI conversations, contributing to a 4.83 Culture Index and a 4.79 Inclusion Index.
  • - Performance & Coaching: Drove team performance through real-time coaching and consistent feedback, resulting in 3.2 features closed per day (2nd-best in the DRG) and maintaining top-tier arbitration response and voicemail performance metrics. Enabled team alignment through structured coaching cadences and transparent expectations.
  • - Accuracy & Oversight: Prioritized quality through regular calibration sessions, peer audits, and documented interventions—leading to a team QA result of 88.6%, only 6.9% significant error rate, and a 93.3% calibration rate on QA oversight.
  • - Career Development & Culture: Served as a mentor and growth coach, reflected in a perfect 5.00 score on team development feedback. Onboarded two new team members and built a psychologically safe culture that welcomed feedback, innovation, and opposing views.
  • - Ethical & Inclusive Leadership: Facilitated DEI learning moments, regularly discussed ethics and compliance, and reinforced inclusive behaviors aligned with Progressive’s values. Advocated for equitable opportunity and model behavior in hiring, development, and performance conversations.
  • - Organizational Contribution: Authored a department-wide Inbound Subrogation FAQ with the Accuracy Tactical Team and launched the “More You Know” series, receiving manager/director praise.
  • - DEI Impact: Acted as a board member of the Estimatics DEI team, NRZ DEI leadership representative, and selected participant in the NEW ERG Learning Circle (2024–2025)—championing inclusive leadership and cross-regional engagement.

Senior Subrogation Specialist

Progressive Insurance
02.2019 - 11.2022
  • Excelled in claim resolution, arbitration preparation, and mentoring while maintaining high accuracy and efficiency. Demonstrated consistent performance across diary management, inventory control, and collaborative team engagement.
  • - Efficiency & Work Habits: Maintained a proactive, organized work style that resulted in consistent diary compliance and low inventory. Achieved a 94.4% >5-day arbitration response rate and demonstrated time management improvements that allowed for rapid recovery following unexpected absences.
  • - Accuracy & File Quality: Delivered strong arbitration results, including 33.7% $0 award rate (#5 among Sr. Reps) and 37.9% paid vs. sought (#9). Maintained a strong documentation trail and demonstrated QA excellence with only 4 rejections in 20 reviewed files in 2020.
  • - Team Collaboration & Culture: Acted as a culture carrier and collaborative force on the team. Elected by peers as leader of the EPSS Site Review project and created an FAQ hub to streamline peer-to-peer guidance.
  • - Mentorship & Contribution: Supported the Claimstation pilot and Out-of-Pocket Rental project. Routinely solicited coaching on files, offering suggested resolutions and refining skills through collaborative review.

MRR/Network Repair Representative

Progressive Insurance
01.2013 - 01.2019
  • - Managed end-to-end vehicle repair lifecycle for customers using network repair shops.
  • - Negotiated repair pricing and ensured documentation accuracy.
  • - Liaised between shop, adjusters, and customers for seamless communication.

Estimator Associate / Claims Specialist

Progressive Insurance
01.2010 - 01.2013
  • - Estimated vehicle damage; managed total loss inspections and repair status updates.
  • - Investigated coverage and liability; identified fraud.
  • - Completed Property Damage and Commercial Claims training.

Education

Bachelor of Arts - Liberal Studies

Florida International University
Miami, FL
01.2008

Skills

    Subrogation Leadership
    Claims Process Management
    Root Cause & Liability Analysis
    Negotiation & Recovery Strategy
    Coaching & Team Development
    Process Optimization (Lean-minded)
    Performance Metrics & Reporting
    Cross-Functional Communication

Certification

Florida All-Lines Adjuster License (Valid through January 2027)

LADR: Leadership Development Program Graduate (2022)

Fluent in English & Spanish

Timeline

Inbound Subrogation Supervisor

Progressive Insurance
11.2022 - Current

Senior Subrogation Specialist

Progressive Insurance
02.2019 - 11.2022

MRR/Network Repair Representative

Progressive Insurance
01.2013 - 01.2019

Estimator Associate / Claims Specialist

Progressive Insurance
01.2010 - 01.2013

Bachelor of Arts - Liberal Studies

Florida International University

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