Monica Lafrenz
Pleasant Hill
Summary
Dedicated and customer-focused Personal Lines Insurance Agent with 3 years of experience helping clients secure appropriate coverage for auto, home, renters, umbrella, and recreational vehicle insurance policies. Skilled in policy recommendations, risk assessment, customer retention, cross-selling opportunities, and relationship management. Proven ability to provide exceptional service while consistently meeting sales goals and ensuring customer satisfaction.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Personal Lines Insurance Agent
The Insurance Station
Altoona, IA
02.2023 - Current
- Manage a portfolio of personal lines insurance clients, providing coverage recommendations tailored to individual needs.
- Generate quotes and present policy options for auto, home, renters, condo, umbrella, and recreational vehicle insurance.
- Maintain high customer retention through proactive communication and annual policy reviews.
- Cross-sell additional insurance products, increasing agency revenue and strengthening client coverage.
- Assist clients with policy changes, endorsements, billing inquiries, and claims-related questions.
- Ensure compliance with state insurance regulations and company underwriting guidelines.
- Build long-term client relationships through exceptional customer service and timely follow-up.
- Assisted clients in selecting appropriate personal insurance products based on risk exposure and budget.
- Processed new business applications, renewals, and policy updates accurately and efficiently.
- Educated customers on policy coverages, exclusions, deductibles, and available discounts.
- Resolved customer concerns and provided solutions that improved satisfaction and retention.
- Collaborated with underwriters and carriers to secure competitive insurance options.
Education
High School -
Southeast Polk High School
Runnells, IASkills
- AMS360
- Microsoft Office Suite Carrier Quoting Platforms
- Outlook & Teams
- Agency Zoom
Accomplishments
- Consistently achieved or exceeded monthly sales and retention goals.
- Increased policy cross-sell rate through proactive account reviews and customer outreach.
- Maintained strong customer satisfaction ratings by delivering responsive and personalized service.
- Successfully managed a high volume of client accounts while maintaining accuracy and attention to detail.
Certification
- Licensed Personal Lines Insurance Agent – Iowa
- Property & Casualty Insurance License – Iowa
- NPN 21321126
- Continuing Education Courses in Insurance Products & Compliance
Timeline
Personal Lines Insurance Agent
The Insurance Station
02.2023 - Current
High School -
Southeast Polk High School
Core Qualifications
- Personal Lines Insurance Sales
- Auto & Homeowners Insurance
- Policy Reviews & Renewals
- Customer Relationship Management
- Risk Assessment
- Cross-Selling & Upselling
- Quoting & Underwriting Support
- Claims Assistance
- Insurance Regulations & Compliance
- Coverage Analysis
- Problem Solving
- Verbal & Written Communication