Andi Larson Email & Phone Number

Madison

Madison

Primary responsibilities include creating and implementing change management strategies and plans that drive employee adoption and acceptance to meet project objectives. Efforts are focused on the people side of the change which includes: changes to business processes, systems and technology and job roles. Overall objective is to drive faster adoption and minimize resistance, to increase the benefits realization and create greater proficiency of the changes that impact employees in the organization.

Madison, Wisconsin Area

Managed and provided leadership for the daily operations of the Customer Support Center. Led the development and implementation of strategic initiatives involving the management of incoming call volume, service-level performance standards and customer convenience programs. Develop and lead the execution of customer support operations strategies.

Define and execute a change management structure that fits the culture of the organization. Effectively implement comprehensive communications and training strategies to prepare the organization for system changes.

Develop and implement strategies to continually improve the delivery and effectiveness of contact center self-service tools and programs. Work closely with other areas of Customer Support Services in a senior-level role to monitor service quality and deliver products and services that support achievement of customer-satisfaction goals.

Responsible for managing the development, implementation and enhancement of customer contact center performance and technology. Responsible for quality monitoring and performance improvement. Develops strategies and action plans and works closely with the Customer Service Center and Operations groups in developing and building relationships that support and improve customer satisfaction.

Temporary assignment:Responsible for designing and implementing training and development programs to promote and improve customer satisfaction, agent accountability and effectiveness within the Customer Service Organization. Develop training materials and curriculum focusing on various formats to meet the needs of the adult learner in a fast paced environment.

Temporary Assignment:Responsible for the supervision of 20 Call Center Customer Service Representatives. Monitoring calls and providing feedback and coaching. CSRs are members of IBEW 965.

• Responsible for the scheduling and coordination of creative design projects - identifying customer needs involving graphics, forms, printing, copying and distribution services. • Provide supervision, leadership and motivation to employees involved in planning and design of graphic projects. • Ensure approval of projects and routinely perform quality control measures • Maintain working relationships with internal and external vendors to obtain competitive quotes and first-rate service that meets or exceeds customer needs

Responsible for the instruction and training of students in the Madison area school district on offset lithography processes and the State of Wisconsin Youth Apprenticeship competencies including: Introduction to Printing, Electronic Imaging/Publishing, Image Assembly, Image Transfer – offset, Finishing, Binding and Distribution Activities

Master Of Science (Msolq), Organizational Leadership And Quality

B.S., Organizational Communication

Graphics Communication Management

Distance Education Degree Program

A.A.A., Printing And Publishing

Attended first year of two year program in 1981-1982. Continued with program again staring in the spring of 1999 - graduating in June 2000.