VIVIANN LARSEN
Davie,FL
Summary
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive, positive team culture and positive relationships.
Overview
12
12
years of professional experience
Work History
Director of Corporate Training and Quality Assurance
MTI AMERICA
02.2022 - 04.2023
- Established New Hire Training Program which stabilized New Hire employee retention rate from 21% to 86%.
- Implemented company's first Leadership Development program to increase positive communication among the leadership team and staff.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
Customer Experience Manager
ONE CALL
02.2019 - 06.2020
- Managed 45 team members with proper incident handling methodologies which improved customer responses and prevented loss of business year over year.
- Created and implemented QA system to monitor At Risk customers to proactively identify issues and collaborated with all enterprise teams for solid resolution.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
Loss Prevention Operations Manager
ONE CALL
05.2017 - 10.2019
- Defined and implemented process from inception to completion which resulted in prevention of business loss with top 10 customers and resulted in increased revenue by $47M.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
At-Risk Resolution Operations Manager
ONE CALL
01.2014 - 01.2017
- Resolved critical sensitive issues for At Risk business with solid timely resolutions that resulted in regained customer confidence and future business growth year over year
Senior Enterprise Account Executive Manager
ONE CALL
03.2011 - 09.2014
- Developed and maintained book of business of $78M through solid partnerships and communications with Claims Professionals, Nurse Case Managers and Discharge Planners as the main customer point of contact for 21 accounts.
- Secured new business partnerships by conducting in-depth research and analysis of industry trends and potential client pain points.
- Fostered trust with clients by maintaining open lines of communication, setting realistic expectations, and delivering on promises made during the sales process.
Education
BACHELOR'S DEGREE - PSYCHOLOGY, SPECIAL EDUCATION
SAN FRANCISCO STATE UNIVERSITY
Skills
Customer Relationship Management
Customer Experience
Business Strategy
Change Management
Issue Resolution
Project Management
Verbal and written communication
Team Management
Mentoring
Corporate Training
Process Improvement
Nonprofit Experience
- PRANCING PONIES, TREASURER, 01/16, 12/18
- PSYCH GUARDIANS, PRESIDENT, 01/23, CURRENT
Timeline
Director of Corporate Training and Quality Assurance
MTI AMERICA
02.2022 - 04.2023
Customer Experience Manager
ONE CALL
02.2019 - 06.2020
Loss Prevention Operations Manager
ONE CALL
05.2017 - 10.2019
At-Risk Resolution Operations Manager
ONE CALL
01.2014 - 01.2017
Senior Enterprise Account Executive Manager
ONE CALL
03.2011 - 09.2014
BACHELOR'S DEGREE - PSYCHOLOGY, SPECIAL EDUCATION
SAN FRANCISCO STATE UNIVERSITY
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