Nicholas Borg

Background

About Nicholas Borg

I’m a results driven insurance professional with nearly ten years of progressive experience spanning business development, claims and customer facing roles. As Customer Excellence & Quality Assurance Manager at Elmo Insurance, I’m responsible for defining and executing our CX and QA strategy aligning processes, technology, and people to deliver consistent, high-quality experiences that drive customer loyalty and operational excellence. Prior to Elmo, I spent five rewarding years at MAPFRE MSV Life. As Customer Experience Supervisor, I founded and scaled the CX team, championing data-driven insights to improve all digital communication reducing response times drastically and boosting Net Promoter Scores. Before that, I honed my customer service chops as a Sales & Customer Service Executive, consistently exceeding targets and earning recognition for empathetic problem solving. Early in my career, I managed a small branch operation and supported claims processing and customer experience initiatives foundational roles that taught me the value of process discipline, cross-functional collaboration, and proactive communication. I’m passionate about leveraging technology, analytics, and team empowerment to transform the insurance experience turning complex processes into simple, human centered journeys. Let’s connect if you’re interested in CX innovation, QA best practices, or the future of digital insurance.