Loni Kelly Email & Phone Number

Ottawa, Ontario, Canada

As part of the senior management team I drove enhancements relating to customer care. • Designed and implemented the vision for the new customer care department.• Prepared and presented monthly/quarterly/yearly analysis and recommendations for improvement to the management team. • Defined and implemented performance metrics.• Reviewed, monitored, and tracked customer concerns.• Managed and resolved high level customer issues relating to financial matters. • Mentored and coached teams in problem solving / best practices / managing difficult customers.• Managed database to track and monitor trends.• Worked as part of a management team to collaboratively meet quarterly targets as assigned by the COO and CEO.• Tracked customer engagement and repeat customers as part of a defined KPI target.

Perth, Ontario, Canada

As the Manager of Operations, I oversaw all aspects of the daily operations at the Perth Martin’s terminal.• Managed operations, employees and budgets.• Responsible for staffing and performance reviews. • Coached and mentored team members. • Built and maintained relationships with legislative bodies, service providers and school boards.• Developed strategies, policies, and procedures.• Managed, resolved, and de-escalated client issues.• Managed the health and safety committee. • Adhered to policies and procedures in alignment with contractual agreements outlined by the transportation authority.

Ottawa, Ontario, Canada

• Developed and nurtured relationships with civilian / military service partners to create job placement opportunities for releasing military members. • Provided advocacy and referrals to clients for employment services / workshops, including resume development, interview preparation and transitioning to civilian employment. • Applied legislation and developed RTW procedures.• Provided briefings on benefits and return to work.• Developed/monitored RTW agreements. • Prepared complex reports and acted as the liaison for the client and commanding officer / service provider.

Ottawa, Ontario, Canada

As the Acting Service Manager off and on between 2009-2021, I was responsible for the provision of support services in the areas of casualty support.• Supervised and provided guidance and training to all IPSC employees in a unionized environment. • Managed IPSC facilities and daily operations.• Chaired casualty administration conferences.• Managed a network of service providers co-located within the IPSC.• Managed financial allocation to ensure policy compliance.

Kingston, Ontario, Canada

Duties Include:* Determined initial and ongoing entitlement for long term social assistance recipients with disabilities* Conducted detailed interviews, analyzed available information and determined the most appropriate course of action* Established eligibility for benefits, calculated entitlement amounts and provided referrals as necessary* Performed client advocacy, advised of the right to appeal and performed internal reviews* Interpreted and clarified relevant legislation and policy* Provided training and guidance to Client Service Representatives

Duties Include:* Provided program information, identified client issues, gathered and reviewed relevant information and made appropriate recommendations on entitlement based on current legislation* Provided administrative support and performed case management functions* Dealt with escalations in a calm, professional and resolution focused manner

Belleville, Ontario, Canada

Duties Include:* Administered a caseload of 150 to 200 social assistance recipients* Determined eligibility by conducting detailed interviews and obtaining and verifying financial information* Calculated and communicated allowance entitlements to clients and provided appropriate community referrals as required* Developed and monitored participation agreements for recipients

Trenton, Ontario, Canada

Duties Include:* Screened applicants for social assistance, conducted telephone interviews to determine financial eligibility* Made appropriate referrals to local Ontario Works offices for verification interviews* Transferred files electronically to local Ontario Works offices

Child And Youth Work

Bachelors, Sociology

In Progress