Jennifer Friman
Parker,SD
Summary
Dynamic Service Account Manager with a proven track record at Sammons Financial Group, excelling in client relations and relationship building. Leveraged exceptional customer service and data-driven decision making to enhance client satisfaction and retention, while fostering collaboration and mentoring within teams to achieve shared goals.
Overview
25
25
years of professional experience
Work History
Service Account Manager
Sami S Financial Group Companies
12.1999 - Current
- Enhanced client satisfaction through effective relationship-building strategies.
- Provided outstanding service to achieve high client retention.
- Facilitated timely communication and problem resolution for diverse accounts.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Developed strong customer bonds to increase client retention.
- Developed lasting customer bonds by ensuring effective communication and swift replies, expanding the client base.
Internal Wholesaler
Sammons Financial Group
05.2024 - 05.2025
- Provided superior service to customers by quickly responding to requests, suggestions and concerns.
- Supported internal and external business partners with subject matter expertise and practical assistance.
- Enhanced client satisfaction by providing exceptional product knowledge and support in a timely manner.
- Contributed to increased team morale through consistent positive attitude, open communication, and genuine commitment to shared success.
- Identified and pursued new markets and customers for company offerings.
- Presented professional image consistent with company's brand values.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Regional Support Specialist
Sammons Financial Group
09.2023 - 05.2024
- Increased regional productivity through proactive monitoring of network performance metrics and prompt resolution of identified issues.
- Built strong relationships with key stakeholders throughout the organization to foster collaboration in achieving common goals.
- Drove customer satisfaction by maintaining open lines of communication throughout the support process, ensuring clients were well-informed and their concerns addressed promptly.
- Delivered exceptional customer service by addressing and resolving technical issues promptly and professionally.
Case Manager
Sammons Financial Group
08.2002 - 05.2018
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Increased client satisfaction through diligent follow-up and personalized support.
- Trained new case managers, raising team's overall competency and service delivery standards.
- Provided leadership, guidance and support to staff members.
- Established and maintained relationships with key stakeholders.
- Researched best practices and developed strategies to improve program outcomes.
Education
High School Diploma - General Studies
West Central High School
Hartford, SD05.1995
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Relationship building
- Customer relationships
- Goal oriented
- Relationship building and management
- Client rapport
- Customer relationship management (CRM)
- Data-driven decision making
- Employee mentoring
- Customer rapport
- Prioritizing workflows
Timeline
Internal Wholesaler
Sammons Financial Group
05.2024 - 05.2025
Regional Support Specialist
Sammons Financial Group
09.2023 - 05.2024
Case Manager
Sammons Financial Group
08.2002 - 05.2018
Service Account Manager
Sami S Financial Group Companies
12.1999 - Current
High School Diploma - General Studies
West Central High School
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