We have a love of operations and a passion for partnering with clients to achieve their highest performance.
We believe that high performance requires business processes aligned to the business goals, systems that help workers perform their work easier, faster and better; all with a motivated and trained work force. We use this foundation as we deliver our high-quality services.
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 – getting more done with the same or less people. 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 Learning and Performance (CPLP 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 Learning and Performance (CPLP), 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.
Zelus is a woman-owned, small business that helps clients build a strong operational platform through process, training, and implementation expertise.
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.