Jenn Gunderson: Account Manager in Rancho Santa Margarita, California

● Collaborated with outside sales representatives to maintain accurate customer pricing for 35 stores. ● Handled email inquiries from Division managers, store managers, and outside sales representatives. ● Assisted in resolving Salesforce access issues for outside sales representatives. ● Conducted audits on customer accounts to ensure consistency in preferences.

● Collaborated with leadership team for cross-functional project increasing production. ● Maintained relationships with agents, insured and other parties. ● Maintained average 97% QA score. ● Strengthened relationships with the Business Development team. ● Corresponded on live chat, email and phone calls

● Managed customer service department and processes. ● Improved agency retention rate by 5% within a 6-month period. ● Established framework and best practices for customer success initiatives. ● Presented proposals and renewals to customers and business owners.

● Improved New Hire Orientation process. ● Implemented company-wide performance review program. ● Enhanced company handbook to meet state requirements. ● Collaborated with law enforcement on security measures for all employees. ● Led employee engagement initiatives. ● Championed employee engagement initiatives.

● Established strong client relationships and rapport with agency clients and prospects. ● Helped clients understand correct insurance for their needs. ● Conducted needs-based reviews to recommend additional products and services. ● Managed policy records, payments, calls and meeting notes for agents. ● Assisted existing policyholders with policy changes and additional products. ● Communicated extensively via phone, email and text with current and potential clients.