Laurie Hensley

Pleasant View, TN *****

ade8ce@r.postjobfree.com

615-***-****

SEEKING EMPLOYMENT WITH A COMPANY THAT HAS UPWARD MOBILITY WHERE I CAN USE MY EXPERIENCE AND LEADERSHIP SKILLS IN CUSTOMER SERVICE, PROBLEM RESOLUTION AND EMPLOYEE RELATIONS.

#readytowork

Work Experience

Office and Lot Manager

ATR,LLC - Pleasant View, TN

June 2019 to November 2019

Ran the day to day operations, used many client systems for financial institutions, used trello, clear data, RDN, office slack, Microsoft office. Met with debtors to redeem their property, completed appropriate paperwork for each transaction, collected monies due, organized lot and office. Used office equipment. Dealt with transporters taking vehicles to the auctions and completing their paper work and uploaded all forms into client systems.

Shift Manager

Burger King

March 2018 to June 2019

Ran shifts at night and closed the store. Reconciled daily paperwork, inventory, time clock outs and deposits.

Owner/Operator

Avis - Nashville, TN

August 2015 to May 2017

Agency Operator

Avis - Nashville, TN

August 2015 to May 2016

dba as Avis/Budget Group from 08/01/2015 until 05/18/2016. The Operators moved to St, Louis to take over a Car and Truck Rental location. On 05/18/2016 I became the Agency Operator working under Hensley, LLC dba Avis/Budget. Daily duties included the operation of renting and returning vehicles, resolving customer complaints, pricing strategies, scheduling employees, as well as interviewing and hiring. Also, responsible for payroll for up to nine employees. Contract expired Smith Water Products Call Center Supervisor

A.O - Ashland City, TN

August 2012 to October 2014

Determined call center strategies and objectives Supervised 40 call center employees Responsible for developing and implementing an incentive program for the call Center. Responsible for performance reports by collecting, analyzing and summarizing data and trends, Recruited, interviewed and selected call center employees Scheduling of all call center employees based on call center volume and trends Enforced all policies and procedures Assisted training department with training schedules and ensured all training was completed as assigned. Responsible for Coaching, Counseling and discipline of all call center employees Responsible for meeting/exceeding goals and metrics of the call center department. Family illness

Customer Sales Agent

Labor Ready - Clarksville, TN

June 2010 to April 2012

projects and jobs for all industries that had a need or desire to hire temporary employees. Made site surveys of each job to ensure employees safety, Managed daily office duties Set five sales appointments each week for the Branch Manager Made face to face sales calls and set appointments to recruit new business Assisted new temporary employees with tescor surveys, completing applications, 1-9 documents and all appropriate paperwork for a new hire employees Matched employees with jobs based on their job skills and the job requirements Implemented and updated a safety board for employee morale and safety awareness Trained new CSR's for other branches in our district. Family illness

Operations and Area Manager

Hertz Corporation - various locations

March 2000 to April 2009

Sr Station Manager Atlanta, GA

Hertz Corporation - Nashville, TN

2000 to 2002

2002-2005 Operations Manager Mobile, AL. 2005-2006 City Manager Jacksonville, FL. 2006-2007 Area Manager Nashville, TN. 2007-2009 Operations Manager Managed Daily Operations of various Airport Car Rental locations Responsible for interviewing and selecting employees for positions at airport locations Forecasted a business plan while controlling costs and growing revenues Trained, Coached and developed all Management positions for future advancement Responsible for all employee counseling and disciplinary procedures Implemented an Employee Focus Group and facilitated monthly meetings with employees and management Responsible for resolving all escalated customer service complaints Responsible for resolving all employee issues while working within Union guidelines Responsible for enforcing Safety policies and procedures. Responsible for safety audits and held accountable for all audits conducted by our corporate office Held accountable for all Operation Audits that were conducted twice per year Conducted employee evaluations and set objectives for the coming year. I was also responsible for a fleet of up to 10,000 vehicles. This entailed ensuring all required maintenance was completed on each vehicle and a record kept on each. Responsible for key control, logistics of the lot and movements of vehicles. Also, responsible for trucking vehicles in and out of different cities. Education

High school or equivalent in General Studies

Whites Creek High School - Whites Creek, TN

August 1979 to May 1983

Skills

• Scheduling

• Customer service

• Excel

• Outlook

• Word

• Problem resolution

• Detail oriented

• Self motivated

• Six sigma

• Auto Detailer

• Car Wash

• Clean

• microsoft office, scheduling, working in a busy airport environment, customer service skills, call center experience, management experience, owned my own business

• Recruiting

• Trello

Certifications and Licenses

Travel Industry certificate

Present

Assessments

Night Auditor (Hotel) — Proficient

January 2020

Selecting hotel rooms based on verbal requests and identifying errors in hotel data. Full results: https://share.indeedassessments.com/attempts/ fb0e523055464d198dc7e8cd0e827debeed53dc074545cb7

Customer Service — Highly Proficient

January 2020

Identifying and resolving common customer issues.

Full results: https://share.indeedassessments.com/ attempts/3670c79d824bbd4a0c9fdec8b601ba19eed53dc074545cb7 Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

SKILLS PROFILE: Proficient in Office, Word, Power-point and Excel. Proficient in Office Outlook for emails and scheduling appointments. I have 25 years of Leadership, Management with Customer Service and problem resolution. Self motivated and detail oriented. Call Center experience, business owner, participated in a six sigma program

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