Hi, I’m
Kelley Leonard
Senior Manager
Rockland,MA
Nothing is a waste of time if you use the experience wisely.
Auguste Rodin
Overview
28
years of professional experience
Work History
MAXIMUSBoston, MA
Call Center Senior Manager
2014 - 2023 (9 education.years_Label)
Job overview
- Provided ongoing supervision to a department of 250 employees
- Responsible for monitoring and addressing performance issues, maintaining personnel structure and staffing levels to meet performance objectives
MAXIMUSBoston
Call Center Manager
2011 - 2014 (3 education.years_Label)
Job overview
- Direct oversight of multiple levels of staff to ensure compliance to service levels established by client
- Provided leadership to ensure that production standards are met for inbound and outbound telephone calls
- Performed quantitative and qualitative analysis of workflows to create efficiencies
Trover SolutionsLouisville
Contractor
2011 - 2012 (1 education.year_Label)
Job overview
- Responsible for identifying recovery opportunities for Audit Service clients
- Handled the responsibilities of entering data of materials from source documents to a computer database
Blue Cross Blue Shield of MassachusettsQuincy
Senior Manager - Grievance Program
2005 - 2009 (4 education.years_Label)
Job overview
- Effectively managed challenging customer situations that could not be resolved at earlier reviews and which may have gained the attention of external entities; limiting adverse media and public attention
Blue Cross Blue Shield of MassachusettsQuincy
Team Leader - Grievance Program
2003 - 2005 (2 education.years_Label)
Job overview
- Led team of 15 Case Specialists whose primary responsibility was to resolve clients’ grievances and maximize client satisfaction fairly and effectively through consistent delivery of outstanding service
Blue Cross Blue Shield of MassachusettsQuincy
Case Specialist - Grievance Program
2000 - 2003 (3 education.years_Label)
Job overview
- Resolved client grievances and inquiries, and directed internal and external customers in navigating the healthcare system
Blue Cross Blue Shield of MassachusettsQuincy
Team Leader - Member Services
1996 - 2000 (4 education.years_Label)
Job overview
- Led and motivated team of up to 23 associates and evaluated team performance
- Ensured unit, division, and corporate goals were met
- Collaborated with business unit on account-specific issues
- Initiated and developed relationships within peer group to expand divisional-level communication
Blue Cross Blue Shield of MassachusettsQuincy
Senior Customer Service Associate
1995 - 1997 (2 education.years_Label)
Job overview
- Collaborated in successful turnaround of Member Service Team
- Researched and resolved complicated issues for internal & external customers
- Worked with team to reduce division-level inventory
- Consistently exceeded department and company standards
- Streamlined processes for future inventory management
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Skills
- Performance Management
- Cross-functional team management
- Verbal and written communication
- Strong leadership
- Customer service expertise
- Vendor Management
- Process Improvement
- Problem-solving aptitude
- Supervision and training
- Effective leader
- Operational Efficiency
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of up to 250 staff members.
- Effective Communicator
- Teams met or exceeded accreditation, contractual, departmental and all regulatory requirements
- Developed and aligned workforce strategies to address key business plans and facilitate organizational change initiatives
- Created policies and procedures for Call Center Staff
Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteHybridImportant To Me
Work-life balanceCompany CultureFlexible work hoursWork from home optionPersonal development programsLanguages
English
Native language
Interests
Reading
Cooking
Fitness
Timeline
Call Center Senior Manager
MAXIMUS
2014 - 2023 (9 education.years_Label)
Call Center Manager
MAXIMUS
2011 - 2014 (3 education.years_Label)
Contractor
Trover Solutions
2011 - 2012 (1 education.year_Label)
Senior Manager - Grievance Program
Blue Cross Blue Shield of Massachusetts
2005 - 2009 (4 education.years_Label)
Team Leader - Grievance Program
Blue Cross Blue Shield of Massachusetts
2003 - 2005 (2 education.years_Label)
Case Specialist - Grievance Program
Blue Cross Blue Shield of Massachusetts
2000 - 2003 (3 education.years_Label)
Team Leader - Member Services
Blue Cross Blue Shield of Massachusetts
1996 - 2000 (4 education.years_Label)
Senior Customer Service Associate
Blue Cross Blue Shield of Massachusetts
1995 - 1997 (2 education.years_Label)
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