Nicholas Mroczkowski
New Smyrna Beach,FL
Summary
Licensed insurance professional with 8+ years of experience in auto and personal lines insurance, including claims intake support, loss fact gathering, coverage explanation, and high-volume phone handling. Certified Adjuster with a proven ability to document claim information accurately, communicate clearly with policyholders, and operate within strict regulatory guidelines. Strong analytical and investigative skills with a customer-focused approach to fair and timely claim resolution.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Insurance Agent (Claims Support & Coverage)
Teleperformance / USAA
11.2019 - Current
- Handle 40–60 inbound calls per day supporting auto, homeowners, renters, and VPP policies
- Assist members with the claims process, including initial loss reporting, claim status inquiries, and next-step guidance
- Gather and document accurate facts of loss, policy details, and customer statements in claims systems
- Explain coverage, deductibles, exclusions, and procedures in clear, empathetic terms
- Maintain 95%+ quality and compliance scores while meeting call handling metrics
- Ensure adherence to state regulations and USAA internal policies in all interactions
- Claims relevance: FNOL support
- Analyzed risk factors to recommend appropriate coverage levels.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
Sales Representative / Team Lead
Liberty Mutual Insurance
03.2015 - 11.2019
- Conducted detailed customer interviews to identify risk exposure and insurance needs across auto and personal lines
- Reviewed policies, limits, endorsements, and exclusions to ensure appropriate coverage selection
- Handled high-volume phone interactions while maintaining compliance and documentation standards
- Served as team lead for new hires, providing training on insurance fundamentals, systems, and quality expectations
- Consistently exceeded performance targets, including 43%+ cross-sell rate and 65% annual customer base growth
- Maintained accurate records within customer and policy management systems
- Claims relevance: investigative questioning
- Policy interpretation
- Documentation
- Compliance
Rental Agent / Inside Sales Specialist
Alamo Car Rental (MCO Airport)
03.2010 - 04.2013
- Managed 1,200+ daily reservations and rented an average of 50+ vehicles per shift
- Handled customer disputes involving damage claims, billing issues, and insurance reservations
- Maintained 80%+ customer satisfaction rating over a rolling 12-month period
- Worked with insurance replacement rentals and ARMS claims-related reservations
- Recognized with multiple sales and performance awards
- Claims relevance: damage disputes
- High-volume documentation
- Customer resolution
Management Trainee / Management Assistant
Enterprise Rent-A-Car – Daytona
03.2009 - 03.2010
- Supported branch operations during large-scale flood event, handling increased insurance replacement demand
- Assisted with 75+ insurance reservations per day during peak catastrophe conditions
- Helped improve ESQI scores from 63 to 80+ post-event through customer recovery efforts
- Developed strong decision-making and prioritization skills in high-stress environments
- Claims relevance: CAT exposure
- Insurance customers
- Prioritization
Education
Bachelor of Science - Sports Management
University of West Florida
Pensacola05.2008
Skills
- Auto Claims Intake & First Notice of Loss (FNOL)
- Coverage Review & Policy Interpretation
- Loss Fact Gathering & Documentation
- Liability Awareness & Loss Prevention
- Phone-Based Claims Handling (High Volume)
- Customer De-escalation & Negotiation
- Claims Systems, Xactimate & Excel
- Regulatory Compliance (State & Carrier)
- Remote Call-Center Performance
Accomplishments
Center of Excellence in quarter 3 and 4 of 2024.
Center of Excellence top 10 agent 2025 USAA
Certification
- Florida Certified Adjuster License (6-20) — #P180406
- Florida Personal Lines License (20-44)
- Xactimate Certified
- Florida Real Estate License
- CPR Certified
Timeline
Insurance Agent (Claims Support & Coverage)
Teleperformance / USAA
11.2019 - Current
Sales Representative / Team Lead
Liberty Mutual Insurance
03.2015 - 11.2019
Rental Agent / Inside Sales Specialist
Alamo Car Rental (MCO Airport)
03.2010 - 04.2013
Management Trainee / Management Assistant
Enterprise Rent-A-Car – Daytona
03.2009 - 03.2010
Bachelor of Science - Sports Management
University of West Florida