Operations Manager or Customer Service Manager or Business Analy
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VIVIANN LARSEN 3379 Mandarin Glen Drive, Jacksonville, FL 32223 Mobile: (904) 728-8743 E-mail: [email protected] BUSINESS OFFICE MANAGER / WORKFORCE DEVLEOPMENT Results-driven leader who draws upon 22 years experience in customer service sat isfaction, process improvement, report and operational analysis and work force d evelopment to provide value to a company's success and profitability. Excellent interpersonal, problem solving, analytical, oral and written communication and o rganizational skills. Proven abilities to coach and motivate high performers, i mprove processes to increase productivity and reduce cost, manage multiple large project deadlines and achieve successful results in a fast paced environment wi th changing priorities. Core Competencies Productivity Improvement * Systems, Policies & Procedures * Training & Performa nce Development * Problem Solving & Conflict Resolution * Negotiations * Team B uilding & Leadership * Customer Service & Relations * Time & Task Management * Oral & Written Communications * Strategic Alliances PROFESSIONAL EXPERIENCE HOMEMAKER SABBATICAL 2010 - Present
ICS|MERRILL - Jacksonville, FL Risk Assessment and investigation services for insurance, legal and business com munities. Production Support Manager 2008 - 2010 * Resolved process inefficiencies and reorganized new workflows and increased pr oduction by 37% and improved product quality to customer's satisfaction. * Managed 37 employees across 5 departments through proper staffing, mentoring, motivation and provided professional development and consistently met customer s ervice level agreements, company production and revenue goals. * Designed and implemented Up Sell Incentive program and increased customer sati sfaction and revenue. Conducted training sessions, created training tools and re ference guides. MSC - CARE MANAGEMENT - Jacksonville, FL 2003 - 2008 $450M Healthcare provider to the Workers' Compensation industry. 750+ employees. Senior Team Lead of Administrative Sales 2007 - 2008 * Identified and improved multiple operational and sales processes which increas ed production by 60% and enabled limited workforce to efficiently handle additio nal 453 national accounts. * Analyzed and streamlined pharmacy and ancillary order workflows which expedite d time sensitive services to workers comp patients by 30%. * Mentored and trained workforce to attain individualized professional developme nt goals which resulted in continuous productivity increase on a quarterly basis . * Created and maintained profit and loss statements, forecast, productivity, sal es and revenue reports. Report Analyst 2005 -2008 * Partnered with IT management teams and business units to define and implement underlying requirements for web based reporting program to customer's satisfacti on. * Proactively identified and collaborated with developers and QA managers to res olve critical customer reporting issues which decreased customer complaints by 3 5%. * Liaison between Sales force, business units and IT management teams to help ma
intain functionality and utilization of customer web based reporting program and resolve issues with time sensitive deadlines. * Successfully trained staff on use of web based reporting program. Team Lead of Administrative Sales 2005 -2007 * Designed and implemented effective training tools to reduce learning curve by 45%. * Supervised team that provided full administrative support to 80 Sales Represen tatives nationwide. Research and Complaint Supervisor 2004 -2005 * Researched and resolved critical operational, accounting and product issues in reduced time which drastically retained long term customers and improved the cu stomer service experience. * Efficiently delivered and expedited issue resolutions to irate customers which prevented loss of national accounts. * Created and maintained customer satisfaction metrics and benchmarks. Sales Coordinator - East Coast Regions 2003 - 2004 * Main corporate office contact for 25 East Coast Sales Representatives all requ ests related to travel arrangements, presentation materials, cost comparisons, r evenue, account and patient cost analysis reports and marketing supplies. TRAVELED ABROAD to Mexico, Puerto Rico and numerous cities in the United States. 11/2002 - 2/2003 CITY OPTIX - San Francisco, CA 2001 -2002 Largest privately-owned, optical boutique on the West Coast servicing high profi le clientele. Optician / Sales * Consistently exceeded sales quota and contributed 20% of overall sales goal th rough excellent customer service. * Implemented strategic marketing initiatives which produced $1M+ of annual reve nue. BUSINESS OBJECTS (Formerly INXIGHT SOFTWARE, INC.) - Santa Clara, CA 2000 - 2001 World's leading business intelligence (BI) software company. Relocation Project Lead / Telecom Administrator/Administrative Assistant * Selected as Relocation Project Lead and successfully managed project deliverab les and reduced total move time by 50%. * Negotiated rates, timeframes and deliverables with 24 vendors and maintained v endor relationships to ensure optimum quality services. * Designed and implemented new office plans and coordinated over 275 office and workstations which reduced build-out project cost by 62%. Resolved office space conflict challenges with no loss of productivity and met customer level agreemen ts. * Self taught and administered Avaya telephony software configuration which redu ced telecom operation expenses by 75% in the new office. ADDITIONAL EXPERIENCE Expertise in healthcare office management, training, negotiations, counseling an d sales. Skylawn- Family Services Counselor 1998 - 2000 Polar ReCare Intervention - Assistant Teacher 1996 - 1998 Drs. Wong and Totsubo, Optometry - Office Manager Assistant 1988 - 1996 EDUCATION / PROFESSIONAL DEVELOPMENT B.A. in Psychology, Minor in Special Education - San Francisco State University - San Francisco, CA
Computer Skills - Proficient in Word, Excel, PowerPoint, Visio, Outlook and lear ning Microsof t Project. Database Knowledge - Sharepoint, Fastrack Healthcare Systems, People Strategy H R Database, CRM and Legiant. Business Management Training Classes Operations - Negotiating with Influence and Persuasion * Business Negotiations * Business Writing for Professionals * Process Improvement Leadership and Management - Performance Management Workshop * Business Organizat ion and Management * Dealing with Problems in the Workplace * Conflict Resolutio n * Effective Communication for Leaders Workshop * Better Management Under the L aw * Effective Time * Management and Setting Goals * How to Deal with Difficult Behavior * Achieving Excellent Customer Service * Motivation Workshop * Effectiv e Delegation * Emotional Intelligence
ICS|MERRILL - Jacksonville, FL Risk Assessment and investigation services for insurance, legal and business com munities. Production Support Manager 2008 - 2010 * Resolved process inefficiencies and reorganized new workflows and increased pr oduction by 37% and improved product quality to customer's satisfaction. * Managed 37 employees across 5 departments through proper staffing, mentoring, motivation and provided professional development and consistently met customer s ervice level agreements, company production and revenue goals. * Designed and implemented Up Sell Incentive program and increased customer sati sfaction and revenue. Conducted training sessions, created training tools and re ference guides. MSC - CARE MANAGEMENT - Jacksonville, FL 2003 - 2008 $450M Healthcare provider to the Workers' Compensation industry. 750+ employees. Senior Team Lead of Administrative Sales 2007 - 2008 * Identified and improved multiple operational and sales processes which increas ed production by 60% and enabled limited workforce to efficiently handle additio nal 453 national accounts. * Analyzed and streamlined pharmacy and ancillary order workflows which expedite d time sensitive services to workers comp patients by 30%. * Mentored and trained workforce to attain individualized professional developme nt goals which resulted in continuous productivity increase on a quarterly basis . * Created and maintained profit and loss statements, forecast, productivity, sal es and revenue reports. Report Analyst 2005 -2008 * Partnered with IT management teams and business units to define and implement underlying requirements for web based reporting program to customer's satisfacti on. * Proactively identified and collaborated with developers and QA managers to res olve critical customer reporting issues which decreased customer complaints by 3 5%. * Liaison between Sales force, business units and IT management teams to help ma
intain functionality and utilization of customer web based reporting program and resolve issues with time sensitive deadlines. * Successfully trained staff on use of web based reporting program. Team Lead of Administrative Sales 2005 -2007 * Designed and implemented effective training tools to reduce learning curve by 45%. * Supervised team that provided full administrative support to 80 Sales Represen tatives nationwide. Research and Complaint Supervisor 2004 -2005 * Researched and resolved critical operational, accounting and product issues in reduced time which drastically retained long term customers and improved the cu stomer service experience. * Efficiently delivered and expedited issue resolutions to irate customers which prevented loss of national accounts. * Created and maintained customer satisfaction metrics and benchmarks. Sales Coordinator - East Coast Regions 2003 - 2004 * Main corporate office contact for 25 East Coast Sales Representatives all requ ests related to travel arrangements, presentation materials, cost comparisons, r evenue, account and patient cost analysis reports and marketing supplies. TRAVELED ABROAD to Mexico, Puerto Rico and numerous cities in the United States. 11/2002 - 2/2003 CITY OPTIX - San Francisco, CA 2001 -2002 Largest privately-owned, optical boutique on the West Coast servicing high profi le clientele. Optician / Sales * Consistently exceeded sales quota and contributed 20% of overall sales goal th rough excellent customer service. * Implemented strategic marketing initiatives which produced $1M+ of annual reve nue. BUSINESS OBJECTS (Formerly INXIGHT SOFTWARE, INC.) - Santa Clara, CA 2000 - 2001 World's leading business intelligence (BI) software company. Relocation Project Lead / Telecom Administrator/Administrative Assistant * Selected as Relocation Project Lead and successfully managed project deliverab les and reduced total move time by 50%. * Negotiated rates, timeframes and deliverables with 24 vendors and maintained v endor relationships to ensure optimum quality services. * Designed and implemented new office plans and coordinated over 275 office and workstations which reduced build-out project cost by 62%. Resolved office space conflict challenges with no loss of productivity and met customer level agreemen ts. * Self taught and administered Avaya telephony software configuration which redu ced telecom operation expenses by 75% in the new office. ADDITIONAL EXPERIENCE Expertise in healthcare office management, training, negotiations, counseling an d sales. Skylawn- Family Services Counselor 1998 - 2000 Polar ReCare Intervention - Assistant Teacher 1996 - 1998 Drs. Wong and Totsubo, Optometry - Office Manager Assistant 1988 - 1996 EDUCATION / PROFESSIONAL DEVELOPMENT B.A. in Psychology, Minor in Special Education - San Francisco State University - San Francisco, CA
Computer Skills - Proficient in Word, Excel, PowerPoint, Visio, Outlook and lear ning Microsof t Project. Database Knowledge - Sharepoint, Fastrack Healthcare Systems, People Strategy H R Database, CRM and Legiant. Business Management Training Classes Operations - Negotiating with Influence and Persuasion * Business Negotiations * Business Writing for Professionals * Process Improvement Leadership and Management - Performance Management Workshop * Business Organizat ion and Management * Dealing with Problems in the Workplace * Conflict Resolutio n * Effective Communication for Leaders Workshop * Better Management Under the L aw * Effective Time * Management and Setting Goals * How to Deal with Difficult Behavior * Achieving Excellent Customer Service * Motivation Workshop * Effectiv e Delegation * Emotional Intelligence
