Kelly Leal

Experience

• 

  Gene’s Auto Frame Service & Repair

  Mar 2004 - Jun 2006

  Office Manager

  Gene’s Auto Frame is an automotive service shop.I directed office and support operations on behalf of the owner, with responsibility for managing schedules, performing accounts payable and accounts receivable, producing correspondence, creating executive documents, negotiating with service vendors, and overseeing special initiatives.

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  Dollar Thrifty Automotive Group

  Feb 2007 - Nov 2010

  Rental Sales Agent

  Dollar Thrifty Automotive Group is a major car rental company.I co-managed the full scope of sales, customer service, marketing, and operations for branches in Miami and Miami Beach, driving revenue and profit performance via leadership on customer-facing rental operations, marketing, business development, inventory, and administration. Key achievements: ►Ensuring best-in-class compliance with corporate operating procedures.►Achieving top-tier quality and sales metrics in two of the region’s highest-volume branches, with highly productive sales ratios and customer service scores.►Serving as a peer mentor and trainer on policies, operating processes, and operations. Show less

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  Bupa Global Latinoamérica

  Nov 2011 - Sept 2023

  Bupa is a global medical insurance provider.I was promoted in 2013 to manage policy renewal sales strategy and operations as the owner of a group of 37 countries in North and South America and the Caribbean. I serve as the dedicated account partner to policyholders, driving P&L performance and customer success via annual renewal follow-up calls, policy navigation, financial issue resolution, rate negotiation, and other strategic account support, in addition to driving collaboration with internal stakeholders on pricing adjustments and approvals, and other ongoing assistance. Key achievements:►Achieving 99%+ goal attainment, using a consultative approach to analyze needs, cultivate trust, and retain a loyal, long-term clientele.►Effectively managing more than 450 outbound customer contact points per week by developing proactive workflow prioritization plans to ensure high success rates in reaching policyholders across markets.►Strengthening our renewal rate via internal resource navigation to investigate and resolve issues, and to analyze and optimize pricing schedules and payment plans driving retention.►Participating in the pilot testing and peer user training on the new TOPDesk CRM and Amigos + workflow management software.►Improving customer service and support via continuous product training on an evolving product portfolio, pricing structures, and coverages.►Being selected to coach, mentor, and onboard newly hired Renewals staff.►Playing an integral role in preparing for the offshoring of our Renewals function, working closely with our senior leadership and newly hired staff in building transition plans, training the team, and providing ongoing support. Show less In this capacity, I provided end-to-end support to policyholders across the Americas, resolving issues related to claims, premiums, care navigation, and other matters. Key achievements:►Ensuring client satisfaction and problem resolution to service level agreements (SLAs), defining and implementing best practices, processing claims, and coaching and supporting our junior staff on the full scope of day-to-day customer service operations.►Consistently meeting or exceeding targets for issue resolution, cycle time, call quality, and customer satisfaction by analyzing and implementing process improvements enhancing the customer experience.►Orchestrating the processing of complex claims as second-level support.►Advising both policyholders and internal staff on policy compliance against regulations and internal guidelines as a functional subject matter expert. Show less

  • Senior Executive – Renewals • Account Management • Customer Success

    Nov 2011 - Sept 2023

  • Customer Service Representative

    Nov 2011 - Sept 2023