Sixteen years ago, in 2004, we made a huge leap to start Zelus. We knew we could deliver a better experience for clients. One where we provided an experienced team that was more collaborative, more approachable, and more focused on client success. We imagine a world where every employee knows how to deliver an exceptional customer experience.
Today, we still believe that an efficient and effective Operation buoyed by the right technology drives customer satisfaction, employee satisfaction, and fuels growth. But building and maintaining this platform in today’s fast-paced world is not simple. It requires a focus on Design Thinking, Driving Adoption, and a Continuous Learning Approach. We help our clients embrace and leverage these concepts to get things done!
We are proud to be a woman-owned, small business focused on creating customer delight for our clients through a well-balanced and sensible operational approach based on streamlined process, engaging learning, and implementation expertise.
Carol Fahy, Founding Partner
Carol is a seasoned executive with over thirty years of experience in both private industry and consulting. Carol has worked with various clients to improve their operation by reducing costs, increasing revenue, and improving efficiency. Carol’s private and consultative career includes working across various industries, such as Health Insurance, Insurance Brokerage, Manufacturing, and Government. Her work has always focused on improving the member experience; especially in the contact center.
Carol is instrumental in defining and executing Zelus’ mission to guide companies in operational strategy development, implementation, learning and change management to deliver sustainable, measurable results. Carol has spent much of her career focused on the improvement of performance operationally through process change, system design and implementation, and people improvement by driving change through training, coaching, and performance management.
The Zelus approach has collaboration at its heart. Carol leads teams to work with clients to evaluate their core operations to precisely appraise business process, organizational design, and management effectiveness to develop actionable, results-oriented business outcomes.
Carol was a member of the Honors Program at Boston College and holds a Bachelor of Science in Business Administration. She is a Certified Professional in Talent Development (CPTD) from ATD.
Jenny Graham, Founding Partner
An expert in operational performance and excellence, Jenny has over 20 years of experience developing and implementing innovative operational strategies to improve overall business performance and utilization. Jenny leads engagements with clients in the Health Insurance and Insurance Brokerage industries. Her functional expertise includes customer service, correspondence, claims, medical management, enrollment, brokerage servicing, policy management, underwriting operations, requirements development, and information technology.
In collaboration with executives and their teams, Jenny focuses on developing strategic recommendations that positively impact the customer experience by vastly improving internal processes and management. Jenny leads instructional design teams, develops member-centric operating models, best-in-industry training, and skills development programs. In both off- and on-shore projects, Jenny has experience handling aggressive ramp up timelines including 30-day implementations.
A recognized Project Management Professional (PMP), Certified Professional in Talent Development (CPTD), and a Lectora Certified Advanced Author. Jenny was a member of the Honors Program at Babson College and holds a Bachelor of Science in Business Administration.
To learn how the Zelus team can help you contact us here or say hello in the live chat on the bottom right of this page.