Chief Client Officer
Kelly Kehoe sums things up this way: "Our clients' priority is to run their business; our priority is to educate them on and protect them from the risks they face."
As Vice President of Client Services for Horton, Kelly is responsible for helping clients identify threats to their business, implementing a service plan to control those threats, and educating clients in how best to allocate resources and improve profitability. Kelly has implemented a process of continuous improvement based on developing a clearly defined and customizable promise of client service and then ensuring consistent and timely execution of that promise. "Having a formalized service plan ensures the client that we intend to keep the promises we make," says Kelly.
Kelly feels Horton uniquely identifies itself through a total cost of risk analysis process combined with ongoing stewardship reporting. "Clients want to know that what we are offering will have the desired effect," explains Kelly. She works closely with Horton's in-house claims, safety and legal divisions to quantify and visually demonstrate the impact they collectively deliver. "The stewardship process starts by identifying all of the areas that contribute to the cost of risk and goes on to reveal the portions of those costs that are deemed controllable," says Kelly. "Once controllable costs are identified, the client and I know right where to target efforts and can begin to project financial impact." The last stages of the stewardship reporting include year over year change in cost. "The client now sees how the investments they made in reducing controllable costs directly impacted their EBITDA," adds Kelly.
Starting as a Client Service Assistant over 20 years ago, Kelly's tenure at Horton has allowed her to steadily rise through the ranks and perform in both client service and management roles. Working on nearly all size and types of clients has provided Kelly with a great deal of expertise and technical knowledge. "Using the knowledge and experience I have as a means to both mentor employees and continually revisit what's important to clients is something I really enjoy. It's very rewarding," says Kelly.
Kelly is committed to enhancing Horton's customer-focused culture and promoting excellence in every aspect of client service. She is a proponent of encouraging development through industry education and upholding quality assurance measures.
Kelly grew up in a small town called Merrionette Park, Illinois. She now resides in Orland Park with her husband, Tim, and their Cocker Spaniel, Homer. Kelly and her husband enjoy spending time in central Wisconsin, boating or water skiing during warm summer months and snowmobiling in the winter.
- Property & Casualty License
The Horton Group
- Chief Client Officer, 2015 - Present
- Division President, Select Insurance, 2008-2014
- Director of Property and Casualty, Operations, 2005 to 2014
- Director of Administrative Services, 2002-2005
- Director of Special Services, 2000-2002
- Branch Manager, 1998-2000
- Team Lead, 1997-2000
- Account Executive, 1997-2000
- Client Service Representative,1995-1996
- Client Service Assistant, 1993-1995
- Volunteer, Various Community Associations
- Village of Frankfort Planning Commission
- CNA Pacer Panel
- Travelers Advisory Panel
- Professional Recognition:Featured Speaker, Assurex GlobalSmall Commercial Meeting