Summary

Overview

Work History

Education

Skills

Timeline

Sonja Friend

Sacramento

Summary

Commercial insurance professional prepared with extensive experience in managing accounts and fostering client relationships. Proven ability to handle complex insurance policies, coordinate renewals, and resolve client issues promptly. Valued for team collaboration, adaptability to changing needs, and results-oriented approach. Skilled in risk assessment, policy analysis, and delivering exceptional client service.

Overview

years of professional experience

Work History

Commercial Lines Account Manager

Assured Partner of CA.

08.2021 - Current

Expert in using Epic software for insurance management.
Process CLSB, LLC, and performance bonds efficiently.
Manage and communicate with insured clients regarding audit worksheets, workers' compensation audits, and general liability audits, including assisting with audit disputes.
File claims and facilitate communication between the insured and the carrier.
Handle policy changes, riders, and certificates with precision.
Market policies before renewal and present proposals to insured clients 60 days prior to renewal.
Send payment reminders to insured clients and communicate with carriers to ensure policies remain active.
Manage all accounting communications and meticulously log notes for each task completed in Epic.
Negotiated competitive insurance rates with carriers, maximizing value for clients.
Provided training and mentorship to junior account managers, enhancing overall team performance and service quality levels.
Improved account retention rates with exceptional customer service skills and prompt issue resolution.
Streamlined policy renewals for timely processing, ensuring continuous coverage for clients.
Built strong professional networks within the industry, fostering valuable referral partnerships to generate new business leads.
Maintained consistent knowledge of industry products and attended continuous education events to increase product knowledge.
Collaborated with underwriters to ensure accurate policy issuance and appropriate coverage levels.
Maintained up-to-date knowledge of industry regulations, staying ahead of potential impacts on client policies.
Coordinated cross-departmental efforts to resolve complex issues, ensuring a seamless experience for clients.
Provided informed guidance to assist clients in choosing commercial insurance products to suit business needs.

Agent Aspirant

State Farm Insurance

10.2018 - 08.2021

Independently manage office opening and closing procedures.
Execute opening tasks including mail, voicemail, and email checks, and complete assigned tasks efficiently.
Handle all service inquiries while proactively identifying sales opportunities.
Deliver exceptional customer service in a small office environment, demonstrating genuine care for clients.
Maintain meticulous attention to detail in all applications, ensuring ethical practices and 100% compliance.
Efficiently multitask, managing incoming phone calls, emails, and faxes throughout the day.
Proficient in providing quotes and services for both commercial and personal insurance lines.
Assist in commercial audits, including workers' compensation and general liability.
Continuously update product knowledge to better assist customers and train team members.
Follow up on office claims, providing support to clients during critical times.
Support claims representatives by initiating claims and gathering necessary information and evidence.
Ensure compliance with licensing and continuing education requirements through State Farm.
Conduct commercial walks, engage with business owners, and establish business relationships.
Confidently ask for referrals and communicate effectively in person and over the phone.
Proactively identify and complete tasks, demonstrating strong self-motivation.
Complete life insurance quotes and applications.
Conduct extensive outbound and cold calling to generate quotes.
Highly proficient in ECRM and navigating ABS and NECHO insurance software.
Complete flood and California authority applications, as well as paper applications for manufactured homes and recreational vehicles.
Update the bank rate board weekly and monitor the calendar for rate changes.
Demonstrate strong product knowledge, easily pairing products with client needs during basic conversations.
Consistently receive positive reviews, reflecting a commitment to earning customer business on every call.
Piloted customer loyalty program, resulting in increased repeat business.

Members Relations Manager

Nationwide Insurance

06.2016 - 08.2018

Demonstrate strong leadership by managing multiple roles, consistently being the first to arrive and the last to leave.
Initiate and lead daily group meetings to prepare the team for the day.
Maintain and restock the member's bar, ensuring a welcoming environment with snacks, coffee, and other amenities.
Promptly return missed calls, voicemails, and emails, and handle all incoming faxes.
Ensure office compliance with state regulations.
Follow up on and complete tasks before deadlines, consistently meeting office goals.
Manage mortgage updates and commercial certificates efficiently.
Keep staff updated on new rules and compliance requirements, ensuring deadlines are met.
Multitask effectively, handling mail services, incoming service calls, payments, and quotes simultaneously.
Excel in cross-selling, impressing clients with product knowledge and exceptional customer service.
Emphasize the importance of detailed account notation to the team.
Build strong relationships with members and vendors, leveraging word-of-mouth marketing.
Oversee operations across three locations (LA, Elk Grove, Reno), managing a team of 25 sales and service agents.
Provide on-call advice and product knowledge support to agents, earning the nickname "the dictionary."
Serve as personal assistant to Mr. Wahla, assisting with computer applications, errands, and personal needs.
Order office supplies, business cards, and flyers.
Organize holiday events to generate leads and drive sales.
Reach out to members for billing reminders and follow up on cancellations.
Lead the retention team, conducting birthday calls and new member follow-ups.
Check in with new members during their first month to build rapport and identify cross-selling opportunities.
Service personal lines and commercial accounts.
Assist walk-in clients with their needs.
Accomplished multiple tasks within established timeframes.
Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Insurance Agent (Sales/Service)

Geico Insurance

10.2013 - 01.2016

Open locations by disarming alarms and performing morning duties.
Greet customers warmly upon arrival.
Multitask efficiently to manage various responsibilities.
Assist walk-in customers while managing and directing calls.
Manage and service existing customer policies effectively.
Provide quotes for home, auto, identity theft, and other insurance products.
Process payments promptly and accurately.
Complete endorsements, payments, SR22 filings, and update driver and address information.
Handle new business applications, ensuring all required signatures, photos (for full coverage), and payments are collected and accounts are noted.

Insurance Agent

Farmers Insurance District Office #37

07.2010 - 07.2013

Make cold calls off a lead sheet and try to set a appointments with commercial and personal lines
Organize all calls and renewals and set appointments
Organize and update all staff
Stay in communication with HR
Quoting home and autos that call in
Sets appointments and work inside our book of current clients

Sales & Service Representative

River Force Marketing

01.2012 - 06.2013

Customer service
Able to learn sell strategies and teach them back the next day
Product knowledge
Lean about a product and create an original sales pitch
Setting up the event tent and taking down
Inventory
Make networking calls
Help other CSA's via telephone
Correct all quality review reports

Manager

Jelly Belly Candy Company

11.2008 - 07.2011

Ensure store staff is providing exceptional customer service at all times
Make sure store is clean
Well organized and properly merchandised
Responsible to make sure all store policies and procedures are followed
Train staff on standards of store
Product management including weekly scheduling with approved hours
Cutting employee's early if business is slow
Staff efficient with task on timely manner
Research and resolve customer complaints quickly
Opening and closing the store including counting drawers
Posting store totals
Weekly reports to corporate weekly
Petty cash reports and coupon reports twice monthly
Getting store bills paid on time
Making deposit for day and or week, counting petty cash, activating drawers, and deactivating/ activating alarm system
Delegate work among the staff
Kept my boss (corporate) informed by email or phone, perform weekly and monthly sales reports
Signing off on invoices and providing Customer service, leadership skills and abilities like being a fast learner, creative, hardworking, making ideas jump off the page into action. I can tell every bean apart and am knowledgeable of the Jelly Belly history and product.
I like to be well informed about my surroundings because that how I run a safe, comfortable, environment.

Team Leader

Party City

09.2007 - 11.2008

Assigning register
Keeping everyone on a task
Checking over employees work
Keeping up with large balloon order
Putting together fixtures and seasonal sections
Deposits
And customer service