Nathan MORALES
Riverview,FL
Summary
Experienced Customer Support Specialist with 10+ years of Insurance Sales as a Licensed Insurance Broker/Agent. Proficient in assessing individual client needs and delivering customized insurance solutions, leading to increased customer satisfaction. Demonstrated mastery in navigating regulatory frameworks and efficiently mitigating potential risks.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Agent/Customer Support Specialist
Security First Insurance Company
Ormond Beach, FL
04.2025 - Current
- Achieves or surpasses assigned Key Performance Indicators (KPI’s) and metric targets, such as average handle time (AHT), average hold time, average after-call work time (ACW), Quality Assurance (QA) Rate, and other productivity metrics.
- Utilizes contact center technology and operating platform to deliver exceptional customer experiences; may perform CRM troubleshooting for our agent partners.
- Demonstrates a sound understanding of the Company’s underwriting guidelines, first notice of loss applications, and claims service guidelines.
- Developed customized insurance plans to meet client needs and enhance satisfaction.
- Advised clients on policy options, ensuring comprehensive understanding of coverage details.
- Maintains a customer service orientation and positive image of the Company; provides a courteous, prompt, and professional approach to exchanging information and resolving issues; adheres to strict confidentiality requirement.
- High Volume Call Center experience, Current position 50+ calls per day
- Maintained up-to-date knowledge of industry trends and regulatory changes, allowing for accurate, timely advice to Agents and Clients.
Licensed Insurance Broker/Agent
Insurance Brokers of Florida
Seffner, FL
10.2014 - 04.2025
- Developed customized insurance solutions to meet client needs and manage risk effectively.
- Conducted thorough market analysis to identify competitive insurance products and pricing strategies.
- Evaluated insurance applications to determine risk and coverage eligibility.
- Advised clients on policy options, ensuring comprehensive understanding of coverage details.
- High level Insurance Sales, Customer Service, Data Entry, Underwriting, Account Management, Payment/Installments management and electronic transactions.
Education
High School Diploma -
University of South Florida
Tampa, FL20-44 P&C - Property And Casualty
Andy Beverly Insurance Vocational School
Tampa, FLSkills
- Account Management
- Insurance Sales
- Underwriting Principles and Guidelines
- Risk Management
- Customer Service
- Data Entry
- Database
- Policy Changes and Endorsements
- Insurance Coverage Verification
Accomplishments
Consistently achieve/maintain:
Monthly 5-star Google Reviews
Monthly JD Power Surveys of 9 or greater
Customer Satisfaction(CSAT) surveys of 92%+ per month
Certification
- 20-44 P&C License, Insurance License
- 2-15 Life and Health Insurance License
Timeline
Agent/Customer Support Specialist
Security First Insurance Company
04.2025 - Current
Licensed Insurance Broker/Agent
Insurance Brokers of Florida
10.2014 - 04.2025
High School Diploma -
University of South Florida
20-44 P&C - Property And Casualty
Andy Beverly Insurance Vocational School