Laura (Benjamin) Lollar is based in Colorado Springs and has worked with clients throughout Colorado, the U.S., Canada, Germany and Great Britain for over 20 years. She has helped hundreds of organizations and many individuals leverage communication tools, strengthen leadership skills and develop teams through training, coaching and facilitation.
A few of Laura’s Projects include:
Fort Carson Directorate of Family Morale, Welfare, Recreation: Managed a leadership development project over a four month period for a ten person executive team managing a 600-person organization. Identified key objectives and quality outcomes, presented classroom instruction, individual coaching and team-building programs to improve interpersonal skills, communication and leadership skills.
Fort Carson Directorate of Family Morale, Welfare, Recreation: Led a Quality Adviser development project for a team of 30 Advisers within the Family Morale, Welfare and Recreation Directorate. Taught facilitation skills to enhance quality improvement efforts in ten departments. Facilitated Town Hall Meetings to improve internal customer service, constructively raise issues, overcome disparate interests and face significant organizational change.
People’s Bank Customer Service Project: Conducted mystery shopper evaluations on customer service skills, phone center interactions and written communication methods at five bank branch locations over three years. Led a survey team to provide quantifiable scoring of key service factors. Facilitated results to bank leadership team for implementation efforts.
Pikes Peak Community College: Customer Service instructor for Corporate Workforce and Economic Development (CWED) Program. Serving Colorado Springs businesses, taught multiple semesters on customer service skill development for help desk agent performance and internal career advancement.
Current Inc: Customer Service and Sales Manager who led an Upsell and Cross-sell Initiative that raised almost $1 Million in additional revenue in a 400-person customer service center. Developed scripting, trained agents and created a weekly Incentive Program costing less than 1% of revenue generated.
Citadel Bank Customer Service Project: Conducted mystery shopper visits to ensure high quality customer service by bank tellers. Facilitated customer service training programs.
Goodwill Industries: Facilitated an Employee Engagement Project for a 1000+ employee non-profit organization cited as a key factor leading to national re-certification. Developed culture enhancement training to reinforce organization values and employee recognition goals. Presented 50+ sessions on ten topics at seven sites in three cities.
Aspen Pointe Behavioral Health (now Diversus Health): Identified key employee retention and engagement issues for a 700-person organization. Led an Employee Feedback Project following the annual Employee Opinion Survey. Interviewed employee groups via Town Hall meetings and one-on-one sessions to explore concerns identified in survey comments. Presented company officers problem-resolution strategies to meet employee retention goals.
Colorado Springs Chamber Center for Regional Advancement, Regional Leaders Trips Executive Summary Report: The Colorado Springs Regional Leaders trip is an annual trip in an effort to gain knowledge and ideas from other communities across the country. Approximately 40 Colorado Springs Community leaders strive to learn best practices, challenges and collaboration by visiting comparably sized cities throughout the U.S. Interviewed city leaders on their trip experiences and compiled narratives into a five-city executive summary report.
Struggling to make quantifiable improvements?
No doubt you’re looking for ways to make positive gains in your communication efforts. You’ve reached the point where you’d like a fresh set of eyes and experienced help to make significant progress. If so, then please reach out to Laura. She’s happy to speak with you to assess your current efforts and strategize ways you can make quantifiable improvements.