Kelsey Wellman
Feeding Hills,MA
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.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Customer Service Manager
Liberty Mutual Insurance
09.2022 - Current
- Managed 4-6 Customer Service Supervisors and their teams of on average 12:1 ratio.
- Contributed to team success by consistently managing performance metrics for first call resolution, customer surveys, handle time, adhering to schedules, new business quotes, saves rate, and quote quality.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
- Reduced employee turnover by fostering positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Coordinated cross-functional teams and resolved conflicts, maintaining positive work environment throughout project lifecycle.
- Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
- Spearheaded successful recruitment campaigns, attracting top-tier talent to fill key company positions.
- Motivated employees through special events and incentive programs.
Customer Service Supervisor
Liberty Mutual Insurance
09.2014 - 09.2022
- Managed 5-20 Licensed and/or Unlicensed insurance representatives, totaling about 100 representatives over tenure.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted positive work environment through open communication channels, fostering team collaboration and high morale.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to team for seamless customer support.
- Reduced employee turnover by cultivating supportive culture focused on professional growth opportunities and recognition of achievements.
- Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Won highest honor as Circle of Excellence Winner in 2019 for contribution to Unlicensed Process.
Sr. Customer Service Representative
Liberty Mutual Insurance
12.2011 - 09.2014
- Took on average 50-80 licensed insurance calls per day in call center environment.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Streamlined customer service processes for increased efficiency and improved response times.
- Mentored junior team members, contributing to their professional development and overall team success.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Reduced call wait times by implementing effective time management techniques.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional service quality.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Consistently exceeded performance targets, earning recognition as top-performing Senior Customer Service Representative on multiple occasions.
Customer Service Representative
Liberty Mutual Insurance
03.2011 - 12.2011
- Took 50-80 calls per day in Licensed Call Center environment.
- Licensed in Personal Lines Insurance to assist policyholders with changes to their auto, home, and umbrella policies
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Bachelor of Science - Hospitality Administration And Management
Johnson And Wales University
Online05.2025
Associate of Arts -
Holyoke Community College
Holyoke, MA05.2010
Skills
- Inter-Department & Cross-Functional Collaboration
- Conflict Mediation & Resolution
- Schedule Management
- Training and Mentoring
- Proficient in Microsoft Office Suite
- Budget Control
- Multitasking Abilities
- Team Leadership, Goal Setting, & Development
- Performance Management
- Data Analysis & Problem Solving
- Project Management
- Call Center Operations & Adherence to High Customer Service Standards
Accomplishments
- Won Circle of Excellence - Supervisor of the Year Award in 2019.
- Successfully recruited and managed over 100 new Unlicensed/Licensed Insurance customer service representatives throughout supervisor tenure.
- Managed team of 5-6 supervisors with 12-14 direct reports each.
Certification
- Massachusetts Producer License - Property and Casualty. License Number - 1898914 - Active
- ServSafe Food Handler Certificate - Certificate Number - 5248910 Expires 9/17/2024
- Massachusetts Allergen Training Certificate - Certificate Number - 5224645 Expires 9/5/2026
References
Gladly available upon request.
Timeline
Assistant Customer Service Manager
Liberty Mutual Insurance
09.2022 - Current
Customer Service Supervisor
Liberty Mutual Insurance
09.2014 - 09.2022
Sr. Customer Service Representative
Liberty Mutual Insurance
12.2011 - 09.2014
Customer Service Representative
Liberty Mutual Insurance
03.2011 - 12.2011
Bachelor of Science - Hospitality Administration And Management
Johnson And Wales University
Associate of Arts -
Holyoke Community College
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