Kathleen Kennelly
Global Client Service Delivery at IQVIA
- Role
- Senior Director, Client Service Operations at IQVIA
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Kathleen Kennelly
I am a solutions oriented leader of global service delivery, operations and program management teams. I have significant experience in contact center management, designing service delivery models and enhancing the customer experience, all while meeting contractual commitments and organizational financial goals. Throughout my career, I have been recognized for my ability to lead people, identify and influence stakeholders, navigate conflicting priorities and achieve desired results. I have been successful in leading large scale change management initiatives to mitigate risk and do it right the first time. I take pride in my inclusive leadership style, listening carefully, communicating clearly and building collaboration in a global matrixed organization.Areas of Expertise: PEOPLE LEADERSHIP: Proven ability to lead large, diverse teams, both office and home based, with focus on consistent quality of service and customer experience. TALENT DEVELOPMENT: Strength in developing manager and director level talent, creating a motivational work environment and improving employee effectiveness. CLIENT RELATIONSHIP MANAGEMENT: Strong client-facing presence. Skilled at understanding, designing solutions for and delivering against client objectives. Excel at evolving client relationships into partnerships. PROCESS OPTIMIZATION: Streamlining operations; centralizing processes and work groups; off-shoring of workload to drive cost savings. STRATEGIC SOLUTIONING: Demonstrated success in solving complex business challenges and leading teams to achieve strategic business objectives.Contact me at k••••••••@gmail.com
Experience
Senior Director, Client Service Operations
Jan 2019 — Present
AHM acquired by IQVIA) Leading global client teams of 500+ employees based in the US and Philippines for this global provider of technology and service solutions for the highly regulated Life Science Industry. Spearheading the strategic service delivery of Speaker Bureau programs, KOL consulting engagements and end-to-end compliant event management for over annual events. Focus on employee effectiveness, quality interactions and leadership development to build a success-oriented environment. Customer portfolio includes Top 20 global pharmaceutical companies.
Education
University of South Florida
BS | Bachelor of Science
SDA Bocconi
Executive Leadership
University of St.Gallen
Executive Leadership
ESADE Business & Law School
Executive Leadership
Cranfield University - Cranfield School of Management
Executive Leadership
Skills
- Contact Center Management
- Centralization
- Airlines
- Hotel Management
- Leadership Development
- Strategic Planning
- Management
- Customer Satisfaction
- Business Planning
- Operations Management
- Travel Management
- Reading People
- Global Mindset
- Offshoring
- Talent Management
- Staff Development
- Strategic Service Delivery
- Building Business Partnerships
- People Management
- Team Leadership
- Strategy
- Business Travel
- Helping Clients Succeed
- Online Travel
- Account Management
- Staff Retention
- Hotels
- Contact Centers
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