Kelly Leitzke
Cecil,WI
Summary
Results-oriented professional with extensive experience in account management and team leadership. Recognized for driving business growth through strategic relationship management and effective communication. Committed to fostering collaboration and optimizing client engagement.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Associate Account Manager Client Service
United Healthcare
Green Bay, WI
12.2018 - Current
- Chosen in 2025 to enhance client engagement and drive the creation and implementation of a new role/team in the Premier Plus Pod.
- Assisted in the creation of pod model and mailbox for CEC role. Managed daily email correspondence to maintain mailbox organization. Supported troubleshooting of all mailbox emails and directed them to appropriate contacts or areas.
- Led a highly visible critical resolution function supporting complex, high-impact Group Retiree issues.
- Contributed to successful client retention through timely issue resolution and operational stabilization.
- Partnered with senior leaders and cross-functional teams to drive root-cause resolution and sustainable remediation strategies.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Trained new employees on essential processes and effective resolution techniques to enhance team performance.
- Designed and managed process instructions, facilitating adherence to best practices and standard operating procedures.
- Continue to obtain state license and fulfilled continuing education requirements.
Sr. Service Account Manager
UnitedHealthcare
Green Bay, WI
01.2012 - 12.2018
- Forefront piloting and creating the SAM role and providing the need for department development.
- Created process Instructions for job role.
- Traveled with account management and implementation to build relationships with clients.
- Assisted as team grew with interviews and hiring new SAM's.
- Trained and developed new hires.
- Developed and maintained strong client relationships to enhance customer satisfaction and retention.
- Analyzed client needs and tailored solutions, driving strategic growth initiatives within the account portfolio.
- Selected to represent United Health at the National AARP Convention.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels with internal teams, ensuring seamless project execution.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
Customer Service Team Lead
United Healthcare
Green Bay, WI
08.2010 - 01.2012
- Led 3 customer service teams to enhance service delivery and operational efficiency.
- Developed training programs to improve staff performance and product knowledge.
- Implemented process improvements that increased customer satisfaction ratings substantially.
- Analyzed customer feedback to identify trends and recommend strategic changes.
- Led regular team meetings/huddles to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Supervisor apprentice when supervisors were away on medical leave and in training.
- Established performance metrics to monitor team productivity and service quality standards.
Medicare Sales Agent
UnitedHealthcare
Green Bay, WI
04.2008 - 08.2010
- Completed licensing requirements, enabling insurance operations in all 50 states.
- Team lead where I monitored agents, coached, and created processes to help us reach our goals.
- Assisted supervisor with coaching's, quality, and escalations.
- Coordinated and led town hall meetings in diverse locations to inform members and provide training assistance for new hires at vendor facilities.
- Assisted retirees with plan offerings from employer which included, MAPD, PDP, and Medicare Supplement plans.
- Chosen to represent Part D at National AARP Convention, showcasing expertise in healthcare policy.
- Consistently met or exceeded sales targets by employing effective sales strategies and techniques tailored to individual client needs.
Customer Service Representative
UnitedHealthcare
Green Bay, WI
04.2006 - 04.2008
- Forefront of Medicare's creation of Part D Plans.
- Resolved customer inquiries and issues via phone, ensuring high satisfaction levels.
- Appointed Team Lead by Supervisor.
- Represented Part D at National AARP Convention in 2007, showcasing expertise and advocacy.
- Collaborated on Six Sigma initiative to enhance efficiency of internal system work queues.
- Trained new team members on company policies, enhancing team performance and knowledge base.
- Led team huddles to discuss service metrics and develop action plans for improvement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Bonduel High School
Bonduel, WI05-2000
Skills
- Data-driven decision making
- Business growth and retention
- Teamwork and collaboration
- Goal oriented
- Proficient in Excel and Word
- Proficient in prioritizing tasks simultaneously
- Skilled in engaging with various authority levels
- Relationship building
Certification
- Licensed in State of Wisconsin - Health Insurance - 2008-Current
- Medicare Level I, II & III Certified
Timeline
Associate Account Manager Client Service
United Healthcare
12.2018 - Current
Sr. Service Account Manager
UnitedHealthcare
01.2012 - 12.2018
Customer Service Team Lead
United Healthcare
08.2010 - 01.2012
Medicare Sales Agent
UnitedHealthcare
04.2008 - 08.2010
Customer Service Representative
UnitedHealthcare
04.2006 - 04.2008
High School Diploma -
Bonduel High School