Summary
Overview
Work History
Education
Skills
Timeline
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Kelli McLeer

Newport,ME

Summary

I am a result oriented, self-motivated Learning and Development Leader who has more than 20 years of a diverse and comprehensive expertise in leading highly effective engaged teams. I have a proven track record of building strategies to assess the changing needs of customers that drive company results while strengthening the customer experience. Creating and launching successful learning and talent solutions by partnering and collaborating with all levels of Leadership ensuring our company culture and the customer experience is at the core of everything we do deliver.

Professional Service Manager with experience in customer service and operational leadership. Effective in driving team collaboration and adapting to changing requirements. Skilled in conflict resolution, process improvement, and customer satisfaction. Strong communicator with focus on achieving measurable results.

Overview

29
29
years of professional experience

Work History

Customer Service/Experience Manager

RH Foster
10.2024 - Current
  • Lead Strategy for Serving Customers through an effortless customer experience from on boarding to through product expansion
  • Accountable for leading project to improve processes
  • Ownership of Training strategy for all of Energy Services
  • Building a knowledge base to strengthen accuracy and efficiency
  • Build cross training strategies to eliminate bottlenecks with resource challenges
  • Identify and lead technology improvement projects to meet customers where they are
  • Mentor other Leaders on key core competencies

Global Learning and Development Manager III

IDEXX
08.2012 - 10.2023
  • Manage and grew a Learning and Development team of 23, including 4 Managers, with a focus on coaching, training and instructional design skills supporting 22 different roles within two large global Organizations.
  • Designed and implemented the learning strategy to stand up a 70 member inside sales center. Building on going programs to adjust for shifts in strategies.
  • Building strategies to support global enterprise-wide initiatives driving business and HR results from needs assessment, content development to span from awareness to adoption, moving the needle and finishing with analyzing the metrics and data.
  • Collaborate and partner with leaders from all groups, serving as a thought partner on L&D, Coaching and Change Management.
  • Build and maintain strategies with a global mindset to ensure there is a lean effort in leveraging learning assets.
  • Lead workstreams on learning solutions that focus on change management and employee engagement by planning and aligning on needs of our internal and external customers.
  • Proactively assess development needs and build creative and consistent ways to address them across organization, and individual levels.
  • Provide educational plans/strategies for all new hire onboarding, Operational project initiatives, corporate HR training, product initiatives that drive improving the customer experience to deliver on earned marketing opportunities.
  • Drive Competency development through targeted strategies within the organization by embedding Insights and competencies within all programs.
  • My team onboards over 150 new hires globally each year, support through designing, delivering and the evaluation (coaching) of over 200 projects and initiatives each year. Focused on virtual blended learning solutions.
  • Responsible for bringing in new technology solutions for training and vetting vendors to support the needs of our partners all the while ensuring the learning and development team were engaged and providing valuable input. Example: An Augmented Reality App strategy for 3 analyzers to increase the effectiveness of virtual new hire onboarding training. My strategy goes well beyond the original short-term scope and brings a solution to drive a customer experience in the near future to be a differentiator from our competitors. Currently rolling out to our field employees to shape the sales process in an efficient way.
  • Developed and implemented a global coaching strategy, focused on ongoing development with improvement to efficiency and competencies.
  • Built a strategy to ensure the Organizations are building bench strength within and enhance engagement with an Emerging Leader program expanding it later to companywide.
  • Keen focus on development path for learning professions at all levels, driving engagement with high talent retention.

Director of Support Services Learning and Development (Operations Organization)

UNUM Insurance
04.2008 - 08.2012
  • Responsible for all educational, quality, Lean and knowledge strategies for all service departments supporting 8 lines of business.
  • Managed a team of 12 Instructional designers and Trainers.
  • Overall thought partner with HR and Senior Executives to establish new products, and programs focused on low customer experience while developing talent streams.
  • Leading education and change strategies to ensure successful result on quality and seeing the employees through large amounts of change retraining talent and getting the support needed, example: Simply UNUM.
  • Develop and lead the lean strategy to integrate the field and service instructional design efforts to drive consistency and drive bandwidth.
  • Key thought partner for Sr. Executives in Operations and HR on creative solutions for effective workflows and processes to drive results.

Sr. Manager of Quality and Sales Coaching

Time Warner/Spectrum Communications
05.2004 - 04.2008
  • Designed and sustained a Coaching program with a team of Coaches, mentoring leaders who coached on core skill along with Sales skills to drive upselling efforts and supporting marketing campaigns as new channel to proactive inform of all options available through a building value strategy on all calls.
  • Developed training to support rollout of new products, for example: Digital phone coupling it with a coaching strategy to drive customer quality and sales goal.
  • Partnered with premium venders like HBO and Starz for new promotions, creating many ad hoc and creative programs to drive sales success. Maintaining incentive programs and managing budgets and thus analyzing metrics to ensure success.
  • Managed the Adelphia acquisition project for service.
  • Designed and Implemented S3 sales training program, driving sales revenue increase on service and billing calls by more than 27%.
  • Implemented WFM strategies to support split shifts, WAH, hiring new hires for evening hours.
  • Designed and implemented a mentor help desk staffed with an AHT coach and Subject Matter experts to answer and track inquiries to provide assistance when servicing calls.

Manager of Learning and Development (HR)

Lincoln Financial Group
02.1996 - 04.2004
  • Managed a Learning team of 3 in a remote location.
  • Created and delivered all learning strategies for all HR and Operational initiatives to roll out and implement in the Portland location vs. home office.
  • Oversaw, all training and documentation needs for all roles within one Organization.
  • Built learning strategies for several corporate wide projects. Including job downsizing efforts, Y2K.

Education

BS - Accounting

University of Southern Maine
Gorham, Me
05.1995

Maine Producers License -

04.2024

IDEXX Ascend mid-level manager program -

01.2021

ATD Training Manager Certification -

08.2018

ATD Blended Learning Certification -

06.2010

Kepner Tregoe Project Manager Certification -

11.2001

High School Diploma -

Portland High School
Portland, Me
06.1990

Skills

  • Team leadership and development
  • Strategic partnership with senior leaders
  • Expertise in adult learning principles
  • Optimize sales and service processes
  • Aligning KPIs with organizational culture goals
  • Maintaining collaborative relationships through agile practices
  • Promoting ongoing employee development
  • Consistent team engagement improvement
  • Expertise in training needs assessment
  • Bottleneck reduction strategies
  • Proficient in establishing sustainable initiatives
  • Effective supplier relationship management
  • Strategic financial planning

Timeline

Customer Service/Experience Manager

RH Foster
10.2024 - Current

Global Learning and Development Manager III

IDEXX
08.2012 - 10.2023

Director of Support Services Learning and Development (Operations Organization)

UNUM Insurance
04.2008 - 08.2012

Sr. Manager of Quality and Sales Coaching

Time Warner/Spectrum Communications
05.2004 - 04.2008

Manager of Learning and Development (HR)

Lincoln Financial Group
02.1996 - 04.2004

Maine Producers License -

IDEXX Ascend mid-level manager program -

ATD Training Manager Certification -

ATD Blended Learning Certification -

Kepner Tregoe Project Manager Certification -

High School Diploma -

Portland High School

BS - Accounting

University of Southern Maine

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