As Director of Customer Care, Kelly Kernan is responsible for overseeing all activities associated with Kelly Benefits’ Call Center and Administrative Operations as well as COBRA and Billing Production for Kelly Benefits Advantage (KBA). In this capacity, she is charged with providing strategic and operational leadership as well as the development of strong customer-focused teams, ensuring departmental tasks are completed accurately, timely and in accordance with Service Level Agreements and Standard Operating Procedures.
Kelly began her career with KBA in 2007 as a Dedicated Service Representative in the Kelly Benefits Call Center. Her leadership, professionalism and dedication to efficient and excellent customer service earned her various promotions throughout the years, including the positions of Senior Dedicated Service Representative, Dedicated Service Team Lead, Dedicated Service Assistant Manager, Manager of Customer Care, Manager of Customer Care Administration and her current director role in April 2019. Throughout her career, Kelly has become a leader in coaching and employee development, which she uses on a daily basis to ensure Kelly Benefits’ Customer Service team possesses the knowledge, skills and resources necessary to consistently provide a superior customer experience.
Prior to KBA, Kelly was employed at CareFirst BlueCross BlueShield as a Customer Service Representative in Dental Business Operations as well as served as Operations Manager at Tom’s Sports Tavern in Randallstown, Maryland.
Kelly holds an active Maryland Life and Health Insurance license. She resides in Pennsylvania with her husband and four children.