VIVIANN LARSEN

3379 Mandarin Glen Drive, Jacksonville, FL 32223

Mobile: (904) 728-8743 E-mail: vl1121eee@westpost.net
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