Keiandra Gray
Palm Bay,FL
Summary
Experienced data-driven operations leader and multi-industry strategist with over 11 years of expertise in scaling teams, launching startups, and enhancing process efficiency within healthcare, retail, and insurance sectors. Skilled at turning ambiguity into tangible outcomes, showcasing a track record of increasing profitability, elevating CX scores, and developing lasting cross-functional solutions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
General Manager
America’s Best Eyecare and Eyewear
11.2022 - Current
- Increased year-to-date profit by 35.3% through strategic operational enhancements and staff development.
- Designed and implemented training job aids that reduced onboarding time and improved service consistency.
- Maintained NPS of 83.7%, emphasizing customer-first culture and process accountability.
Team Lead
HGS
03.2019 - 07.2021
- Supervised 60+ healthcare call center agents with performance management tied to AHT, FCR, and CSAT KPIs.
- Led remote troubleshooting efforts, reducing escalations to IT by 30%.
- Created coaching frameworks and optimized workflows to elevate quality metrics.
Quality Analyst
HGS
05.2018 - 03.2019
- Showed root causes of high handle times and delivered actionable data insights to Operations Managers.
- Ensured adherence to CMS and HIPAA standards, improving audit pass rates across teams.
- Produced analytical reports to support business decisions on training and compliance initiatives.
Pharmacy Technician
HGS
11.2017 - 05.2018
- Facilitated timely resolution of member issues between insurance carriers and healthcare providers.
- Improved prescription turnaround by streamlining data entry and prior authorization processes.
Education
A.S. - Healthcare Management
University of Phoenix
01.2019
Skills
- Epic Systems
- Microsoft Excel
- UKG
- Dayforce
- SAP Concur
- CRM Tools
- Microsoft Office Suite
- EHR Platforms
Certification
Certified Optometric Technician Level 2
HIPAA Compliance 2025
Timeline
General Manager
America’s Best Eyecare and Eyewear
11.2022 - Current
Team Lead
HGS
03.2019 - 07.2021
Quality Analyst
HGS
05.2018 - 03.2019
Pharmacy Technician
HGS
11.2017 - 05.2018
A.S. - Healthcare Management
University of Phoenix
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