Tracy Lake Email and Phone Number

• Demonstrated expertise in directing and overseeing a team of twenty professionals, including Sales Agents and support staff throughout the company’s Direct Sales division.• Cultivated and fostered an engaging and competitive team environment enabling them to effectively provide personalized insurance coverage to Florida homeowners.• Studied and assessed daily sales processes in order to identify areas for improvement and implement corrective measures, ensuring the highest level of operational efficiency. • Tracked and evaluated agent performance utilizing established KPIs, such as telephone occupancy, call volume, closing rate, retention and client satisfaction.• Partnered with executive management and conveyed critical information to the Sales department in regards to the company vision and initiatives.• Bridged communications and aligned objectives with interdepartmental leadership to enhance and maintain cohesive, efficient processes across the organization.

• Supported the Sales Manager and Director in completing a broad range of responsibilities relating to daily operations, from analyzing sales and quality assurance reports, to performance coaching.• Presided over sales agents through qualifying risks based on current underwriting guidelines and applicable rating factors.• Reviewed and evaluated recorded calls to ensure correct client handling and salesmanship.

• Engaged and communicated effectively with Florida homeowners with the goal of defining their insurance needs.• Delivered expert consultation to clients while educating them on the most appropriate coverage and tailoring a policy to best fit their requirements. • Administered all facets of quoting and binding insurance coverage, verifying that all information was current and accurate; met all company underwriting requirements. • Achieved the “Salesperson of the Year” award for 2011 due to outstanding sales as well as attaining and holding records for highest daily, weekly, and monthly department sales.• Formed and fostered strong relationships with realtors and mortgage brokers as a means of assisting mutual clients with insurance policies for home closings.