David Larsen Email & Phone Number

Indianapolis, Indiana, Us

Currently leading Elevance California/West Large Group and Individual ME teams, covering Southern CA, NV and CO markets.

Las Vegas, Nv, Us

I directly managed the offshore business operations, overseeing several sites with ~1,400 BPO service suppliers, completing general compliance audits, and driving operational excellence over a large footprint. My unit also including recovery process specialists and managers that directed our end-to-end debt sale processes. I was responsible for all legal and compliance processes to ensure satisfactory audit results. A few of my other accomplishments here included:- Enabled high-volume call management by the backend collection team by optimizing the call routing process. - Cut monthly costs incurred by 6.5 FTE workers and reduced the data processing backlog by 99% by digitizing the bankruptcy detection process. - Reduced charge-off losses by 46% more than the estimated volume by developing customer service training programs. Key

Mclean, Va, Us

Owned direct oversight and management of contact center team of 10 Managers. Responsible for Key Performance Metrics, including Net Promoter Score via Medallia surveys, ensuring exceptional customer service with high profile customers. Accomplishments here included boosting Customer Survey results; Specifically raising Net Promoter Score by 113%. I did this by creating and implementing a training program for People Leaders. For these results, I was recognized with a ROLE (Recognizing Outstanding Leadership and Experience) award - Presented Quarterly at the Enterprise level. Another accomplishment included co-creating a bilingual customer service representative team to cater to Spanish-speaking membership. This membership grew quickly from 30 FTE to over 180 FTE in 18 months. Key

Here, I helped clients opt for best-fit financial services by guiding them on investment opportunities, such as life and health insurance and annuities, through phone and face-to-face consultations. My biggest achievement involved surpassing sales records by 38% by providing premium insurance services to clients. Key

Bachelor Of Science In Business Administration (B.S.B.A.), Finance And Equity Valuation

Associate Of Business, Economics