LAUREN LARSON
Kelowna,BC
Summary
- Consistently Service-Oriented; focused on maintaining consistent record of achievement in multiple areas of operations. Demonstrated record of offering superior service to customers and staff. Proven history of detailed work and fast learning.
- Organized; Have organized Continued Education events with proven track record of high scoring feedback. From organizing content, speakers, venue and itinerary to working with Reps on attendee list for best return on investment.
- Goal Setting: Develops SMART goals. In both clinic settings and as a rep to influence and create change and buy-in.
- Strategy; worked with clinics on goal setting, implementing new solutions ie. online webstore, setting financial goals and working towards KPIs.
- Training; creating content and facilitating workshops to engage teams and ignite their passion. Working hand in hand with new team members to foster safe learning spaces and leading by example.
Overview
23
23
years of professional experience
Work History
Hospital Director
Fairfield Animal Hospital, NVA IPHG Management
07.2022 - Current
- Responsible for daily operations of 24 hour emergency facility including staffing, marketing, accounts receivable and payable, training, performance management and client relations.
- Marketed hospital to prospective customers and community by identifying and creating local events.
- Sought out customer feedback through in-person conversations, phone calls and requests for surveys with referring DVM community.
- Communicated with Doctors, RVTs, clients and referring community to identify and resolve healthcare needs.
- Directed human resources functions including recruitment, onboarding, performance evaluation, and talent management to build an exceptional team of healthcare professionals.
Hospital Management
Interior Pet Health Group
01.2020 - 07.2022
- Managed 2 practices daily operations, including customer service, handling complaints, scheduling, invoicing, accounts receivable, human resources throughout both Covid-19 pandemic and transition of ownership from private to corporate.
- Aided in opening two new practices during this time while managing a GP practice as well. Maintained timelines while coordinating licensing, construction, software and equipment set up while keeping lines of communication with key team leaders.
Territory Manager
Royal Canin Canada
12.2012 - 01.2020
- Managed the Greater Vancouver and Southern Okanagan territory helping practices develop and execute annual nutrition plans.
- Developed and re-evaluated territory business plans based on customer (clinic) needs.
- Presented Seminar and Workshops in clinic and at local colleges on topics including scientific product information, communication and customer service.
- Facilitated Veterinary Business Forums where the goal was to improve business acumen in areas such as staff coaching, social media marketing, inventory control, budget planning and customer experience.
- Member of training team, responsible for training sales team in new sales processes such as spin selling and new crm tools.
Business Development Representative
Petsecure Pet Health Insurance
08.2010 - 12.2012
- Covered a territory consisting of half of BC and grew marketshare by visiting veterinary clinics and educating on the value of promoting insurance
- Conducted relations with breeders across Canada both remotely and by visiting dog and cat shows across the Country
- Presented seminars and workshops in Veterinary clinics promoting the importance of pet health insurance.
Practice Manager
Eagle Ridge Animal & Bird Hospital
09.2006 - 09.2010
- Oversaw day to day operations of a 4 Veterinarian practice.
- Focused on growth of business by creating a customer centric focus and utilizing nutrition as a driver of ancillary products.
Reception Team Lead
Canada West Veterinary Specialists
12.2001 - 09.2006
- Managed daily operations within front office by supporting continuous delivery of excellent services and care supporting a team of specialists and their patients.
Skills
- Strategy and Planning
- Collaboration
- Flexible
- Critical Thinking and Problem Solving
- Scheduling and Coordinating
- Training and Development
- Presenting
- Facilitation
- Event Planning
- Interpersonal Skills & Communication
- Essential Selling
- Conflict Resolution
- Proficient with entire MS Suite
- Skilled with Cornerstone, Salesforce and CRM platform based software
- Customer Service
- Staff Development
Additional Information
Currently working towards qualifying to write CVPM Exam. My personal goal after achieving this is to facilitate workshops and speaking events to help Veterinary owners and hospital managers create healthy businesses and teams.
GOALS
- My Goal is to create an environment where my team can self lead and flourish while feeling enabled and supported.
- I thrive in fast-paced environments, taking on challenges and working on time based projects. I pride myself on active listening and flexibility. I encourage my team to come to me with alternative ways of working with the understanding that KPIs must be met.
Timeline
Hospital Director
Fairfield Animal Hospital, NVA IPHG Management
07.2022 - Current
Hospital Management
Interior Pet Health Group
01.2020 - 07.2022
Territory Manager
Royal Canin Canada
12.2012 - 01.2020
Business Development Representative
Petsecure Pet Health Insurance
08.2010 - 12.2012
Practice Manager
Eagle Ridge Animal & Bird Hospital
09.2006 - 09.2010
Reception Team Lead
Canada West Veterinary Specialists
12.2001 - 09.2006
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