Brian M. Kelly
About Brian M. Kelly
Brian M. Kelly is a Contact Center Supervisor at MAXIMUS with extensive experience in training, leading, and providing customer service in regulated environments.
Current Position at MAXIMUS
Brian M. Kelly has been serving as a Contact Center Supervisor at MAXIMUS in Rochester, New York since 2016. In his role, he is responsible for managing the operational aspects of the contact center, ensuring that customer service standards are consistently met. His duties include overseeing staff, monitoring performance metrics, and implementing strategies to improve service efficiency and customer satisfaction.
Previous Role at Seeking New Opportunities
Before joining MAXIMUS, Brian worked at Seeking New Opportunities from 2015 to 2016. In this role, he was proficient in training, leading, and providing superior customer service within a regulated environment. His responsibilities included developing training materials, leading instructional sessions, and ensuring compliance with industry regulations.
Experience at American Red Cross
Brian's tenure at the American Red Cross spanned from 2000 to 2015 across various roles. He served as a Customer Service Coordinator (2000-2004), Regulatory Specialist (2004-2006), Supervisor in Hospital Services (2006-2007), and Supervisor of Order Management (2007-2015). Throughout his time, he trained staff in multiple departments, enhancing their performance and contributing to the organization's mission.
Educational Background
Brian holds two Bachelor of Arts degrees from the University of Rochester in Biology/Biological Sciences, General, and Psychology, which he completed in 1990. Additionally, he attended the William E. Simon School of Business from 1990 to 1991. His educational background provided a strong foundation for his skill sets in training, customer service, and regulatory compliance.