Kristin Martin
Customer Service Lead | Operations Support | Regulated Environments
hello@kristin.works
(661) 466-8239
Based In: Phoenix, AZ
Professional Summary
Customer service and operations professional with 10+ years of experience across financial services, healthcare,
veterinary care, and e-commerce. Experienced in regulated workflows, escalations, high-volume service
environments, sensitive data handling, and cross-functional coordination. Prepared to step into a formal team lead
or frontline management role focused on coaching, workflow improvement, and customer outcomes.
Professional Experience
Customer Service Associate | Banfield Pet Hospital
2020–Present
- Led onboarding and training for all newly hired Customer Service Associates, serving as the primary peer resource during ramp-up.
- Coached new associates on client communication, scheduling, patient intake, service estimates, payments, and proprietary systems.
- Coordinated with veterinary staff to prioritize urgent cases and maintain smooth patient flow during high-volume periods.
- Supported consistent front-desk operations by reinforcing procedures, service expectations, and accurate handling of client and medical information.
Customer Service Associate | Prudential Financial
2023–2026
- Serve as primary point of contact for claimants and employers across STD, LTD, and FMLA benefits.
- Resolve complex and escalated cases by coordinating with claims examiners, case managers, healthcare providers, employers, and compliance teams.
- Guide customers through eligibility, documentation, timelines, and next steps to reduce delays and improve case resolution.
- Support team consistency by adapting quickly to policy, system, and workflow changes in a high-volume remote environment.
Customer Service Healthcare Agent | Chewy
2022–2023
- Supported customers through prescription approvals, pharmacy orders, medication refills, and veterinary coordination.
- Resolved escalated prescription, shipment, and order issues while maintaining FDA and state compliance requirements.
- Coordinated between customers, veterinary offices, and pharmacy teams to keep prescription fulfillment accurate and timely.
- Maintained strong remote-service performance across adherence, first-call resolution, and customer satisfaction metrics.