Kelli Claeys
Westminster
Summary
Strategic Program Manager with extensive experience in contact center operations, customer-facing service delivery, and project management. Demonstrated success leading cross-functional teams, developing standardized methodologies, and driving large-scale operational improvements. Skilled in coaching and developing talent, partnering with key stakeholders, and delivering solutions that elevate internal and external customer experience. PMP-certified and currently completing a Master of Science in Organizational Leadership.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Program Manager, Contact Center
BRIGHT HORIZONS
06.2023 - Current
- Lead programs and cross-functional initiatives supporting nationwide contact center operations and customer-facing service delivery.
- Manage multiple complex project portfolios, ensuring alignment with organizational strategy, executive commitments, and customer expectations.
- Develop and maintain standardized project plans, delivery methodologies, and reporting structures used across teams.
- Lead PMO internship cohorts and contribute significantly to maturing PMO practices, including revamping processes, templates, and documentation standards.
- Partner with PMO leadership to enhance consistency, improve project governance, and strengthen adoption of best practices across the organization.
- Lead change management initiatives, improving adoption, communication, and operational readiness.
- Present program updates, risks, and performance metrics to senior leadership through clear, data-driven reports and presentations.
- Organize and facilitate project-related meetings, workshops, and collaborative sessions
- Facilitate workshops, stakeholder sessions, and cross-functional planning meetings to align scope, timelines, and dependencies.
Operations Manager, Contact Center
BRIGHT HORIZONS
12.2020 - 06.2023
- Oversaw vendor performance and managed service delivery across multiple call centers
- Led operational improvement initiatives that increased efficiency, reduced escalations, and enhanced service delivery.
- Collaborated with training, resource, and technology teams to implement scalable solutions across enterprise operations.
- Supported the rollout of new tools, platforms, and processes, ensuring readiness and adoption across teams.
Team Lead, Contact Center
BRIGHT HORIZONS
11.2018 - 12.2020
- Supervised frontline teams, providing coaching, development, and performance management.
- Led process improvements that enhanced customer satisfaction and operational consistency.
- Managed department metrics, reporting, and workflow optimization
Senior Customer Care Specialist
BRIGHT HORIZONS
08.2018 - 11.2018
- Served as the primary escalation point and subject-matter resource for In-Home Care Specialists, resolving complex customer issues and providing real-time guidance.
- Delivered coaching and support to peers to strengthen service quality, accuracy, and customer satisfaction.
- Collaborated with supervisors and cross-functional partners to address recurring issues and improve workflow consistency
In-Home Care Specialist
BRIGHT HORIZONS
06.2016 - 08.2018
- Scheduled in-home care services for families, ensuring accurate coordination of caregiver assignments and timely service delivery.
- Communicated daily with internal caregivers to confirm schedules, resolve conflicts, and support smooth operational workflows
Dietary Aide
Vibra Hospital of Denver
Thornton, CO
06.2016 - 03.2017
- Prepared and delivered meals according to dietary guidelines and patient preferences.
- Assisted in maintaining cleanliness and organization of food service areas.
- Collaborated with nursing staff to ensure timely meal service for patients.
- Monitored inventory levels and assisted in ordering food supplies as needed.
Customer Care Specialist, Back-Up Care
BRIGHT HORIZONS
07.2011 - 06.2016
- Delivered customer support in a high-volume contact center environment.
- Supported continuous improvement efforts and contributed to team development.
Supplemental Instruction Leader
Metropolitan State University of Denver
Denver, CO
08.2014 - 12.2014
- Facilitated study sessions to enhance student understanding and retention of course material.
- Developed instructional materials tailored to diverse learning styles and academic needs.
- Mentored students in effective study strategies, fostering academic independence and confidence.
- Collaborated with faculty to align supplemental instruction with course objectives and assessments.
Education
Master of Science - Organizational Leadership, Specialization in Applied Business Management
Colorado State University Global
Denver, CO12-2026
Bachelor of Science - Human Nutrition and Dietetics
Metropolitan State University of Denver
01-2015
Skills
- Problem-solving
- Project management
- Detail-oriented
- Strategic planning
- Process improvement
- Team leadership and direction
- MS office applications
- Interpersonal skills
- Critical thinking
- Operations management
- Stakeholder communications
- Customer service
- Change management
Certification
- Project Management Professional (PMP) | January 2026 | Project Management Institute
- Google AI Essentials Specialization | June 2025 | Google Coursera
- Certified Associate in Project Management (CAPM) | April 2024 | Project Management Institute
Timeline
Program Manager, Contact Center
BRIGHT HORIZONS
06.2023 - Current
Operations Manager, Contact Center
BRIGHT HORIZONS
12.2020 - 06.2023
Team Lead, Contact Center
BRIGHT HORIZONS
11.2018 - 12.2020
Senior Customer Care Specialist
BRIGHT HORIZONS
08.2018 - 11.2018
Dietary Aide
Vibra Hospital of Denver
06.2016 - 03.2017
In-Home Care Specialist
BRIGHT HORIZONS
06.2016 - 08.2018
Supplemental Instruction Leader
Metropolitan State University of Denver
08.2014 - 12.2014
Customer Care Specialist, Back-Up Care
BRIGHT HORIZONS
07.2011 - 06.2016
Bachelor of Science - Human Nutrition and Dietetics
Metropolitan State University of Denver
Master of Science - Organizational Leadership, Specialization in Applied Business Management
Colorado State University Global