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Who We Are 

Beyond Process.  Performance.  Results.

Zelus helps clients build a strong operational platform through process, training, and implementation expertise. We understand what your systems need to do and how they should be built to deliver maximum effectiveness.

Zelus resources are schooled in a wide variety of topics, all essential to building effective operational tools. We deliberately hire and inspire “triple threats”. Meaning:  

  • We know operations, business functions, and system design.
  • We know how to work with our customers to define their requirements.
  • We know what it takes to design and build effective adult learning.

The Zelus team uses a flexible, critical-thinking based approach to assess and validate business challenges. We are focused on improving profitability, streamlining operations, boosting employee productivity, and increasing customer satisfaction to maintain our clients’ bottom-line.

Founded in 2004, Zelus is a woman-owned small business.

Learn more about our Vision, Mission, and our Approach.

Carol Fahy, Partner

An expert in operations, Carol has over 30 years experience in developing and implementing effective, results driven solutions for clients.  Carol’s private and consultative career path has included work across various industries including Health Insurance, Insurance Brokerage, Manufacturing, and Government. With a strong foundational knowledge of IT services, Carol has worked extensively in operations leading Zelus in providing instructional design and delivery, business process improvement and implementation services across the industry.

Focused on providing valuable, actionable solutions for clients, Carol utilizes her abilities and experience in developing and implementing customized solutions to facilitate teams and individuals to drive change through the organization. A recognized Project Management Professional (PMP) and Certified Professional in Learning and Performance (CPLP), Carol was also a member of the Honors Program at Boston College and holds a Bachelor of Science in Business Administration.

Jenny Graham, Partner

An expert in operational performance and excellence, Jenny has over 15 years of experience developing and implementing innovative operational strategies to improve overall business performance and utilization. As a founding partner, Jenny has led engagements for 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.

Working in collaboration with executives and their teams, Jenny focuses on developing strategic recommendations that make a positive impact on the customer experience by vastly improving internal processes and management. Jenny has led instructional design teams, developed member centric operating models and best in industry training and skills development programs. Effective 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, an eLearning development tool. Jenny was a member of the Honor’s Program at Babson College and holds a Bachelor of Science in Business Administration.


Meredith Reed, Director of Implementation Services

Meredith has extensive experience partnering with business executives and managers to develop innovative solutions. She has a strong balance of business, technical, analytical, and interpersonal skills.

She goes above and beyond in every project winning the trust of her clients with her interpersonal and analytical skills as well as her business and technical knowledge. She has the ability to diffuse conflict situations and facilitate teams to achieve collaborative results.

A certified Project Management Professional (PMP), Meredith is also a Lectora Certified Advanced Author, an eLearning development tool.

She earned a Masters of Liberal Arts in Management from Harvard University, Extension School and graduated Cum Laude from Alfred University with a BA Degree in Computer Science.

Mary Ellen Scott, Director of Learning & Development

Mary Ellen leads the Zelus Instructional Design Practice and fosters firm-wide development of best practices focused on fast-tracking the building of comprehensive operational training for our clients. Bringing over 15 years of insurance industry experience to the firm, her experience includes health, property casualty, and life insurance from the perspective of both consultant and employee.

Leveraging her expertise, Mary Ellen identifies issues, analyzes root causes, and develops balanced recommendations for clients. Mary Ellen’s strengths include her interviewing and analytical skills as well as her keen insight for delivering solutions that balance client costs and benefits.

A Lectora Certified Author, an eLearning development tool, Mary Ellen has a Masters of Business Administration from the University of Connecticut and holds a Bachelor of Science in Business Administration from Babson College. She was also the recipient of the Hartford Business Journal’s 40 Under Forty award in 2007.