Lauralee Small

• Earned the Made for Excellence award in January of 2023.
• Provided compassionate and empathetic customer service via telephone.
• Generated quotes and proposals for clients to match individual needs.
• Provided comprehensive product knowledge and guidance to help clients with product selection.
• Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.

• Managed customer complaints to ensure effective and timely resolutions were provided via email and telephone daily.
• Implemented and enforced safety policies and procedures, confirming compliance with regulations.
• Solely responsible for the location's day-to-day operations, scheduling, daily car supply, and loss prevention efforts.
• Analyzed reports of daily rentals booked compared to the current fleet available on hand, and requested vehicles needed to be sent to the location to fulfill reservations booked.
• Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures, and performance optimization strategies from day one.

• Monitored attendance of 50+ employees and took corrective action when needed
• Utilized Microsoft Office daily to generate and respond to emails, create templates in Excel to record attendance, and create PowerPoint presentations for meetings.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Developed and maintained relationships with external vendors and suppliers.

• Outbound called prospective leads for single and multi-game ticket packages.
• Participated in networking events such as Music on Main in Lakewood Ranch to gain leads.
• Assisted Groundskeeping and other various game day operations.