Summary
Overview
Work History
Education
Skills
Timeline
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Keiandra Hundley

Apopka

Summary

Results-oriented professional with a proven track record in operations management, client relations, strategic partnership development, and leadership in customer service. Skilled in developing and maintaining strong relationships with clients and stakeholders, driving business growth, and delivering exceptional customer service. Adept at utilizing a consultative approach to understand client needs and align solutions to meet objectives. Possesses a robust background in relationship management and aligning organizational goals with innovative solutions to drive revenue growth and enhance client satisfaction. Demonstrates excellent communication, negotiation, and problem-solving abilities, alongside a strong commitment to core values. Leadership qualities combined with a systematic approach to problem-solving and a meticulous attention to detail contribute to delivering high-quality results in dynamic environments.

Overview

8
8
years of professional experience

Work History

Operations Manager

EoS Fitness
11.2022 - Current
  • Demonstrated leadership in managing multiple locations and overseeing customer service operations
  • Fostered strong relationships with employees, management, and vendors, ensuring professional and empathetic interactions at all levels
  • Enhance customer experience and relationships through proactive engagement and problem resolution
  • Develop and implement strategies to foster unity and cohesion among staff members, promoting teamwork and efficiency
  • Provided excellent customer service and training, driving a culture of quality and satisfaction
  • Utilized strong MS Office skills, particularly Excel, for efficient record-keeping and data analysis
  • Maintained a systematic and detail-oriented approach to problem-solving, time management, and organizational tasks
  • Upheld core values in all interactions and embraced a commitment to excellence.

Store Manager/ Healthcare Concierge

CVS
11.2021 - 05.2022
  • Act as a "single-point-of-contact" for plan sponsors, members, and providers, addressing inquiries and resolving issues
  • Build trusting relationships with members to fully comprehend their needs and anticipate future requirements
  • Utilize a customer service threshold framework to make financial decisions aimed at resolving member issues effectively
  • Educate and assist customers on various benefit plan details and available services, enhancing the overall customer service experience
  • Take immediate action to resolve problems and take ownership of each customer contact to provide appropriate solutions and connect them with additional services as needed
  • Initiate outreach and welcome calls to exceed constituent expectations and identify emerging customer service issues for proactive resolution
  • Collaborate with other departments to deliver client-specific presentations and coordinate efforts to resolve service issues and enhance overall service delivery
  • Seek to understand customer circumstances, problems, expectations, and needs through probing questions and active listening
  • Guide members to appropriate health resources and offer alternatives as needed, always acting in the best interest of the customer
  • Serve as a subject matter expert providing technical assistance on call-related issues, products, and system applications
  • Participate in the preparation and presentation of client-specific presentations and track and trend data to identify opportunities for improvement
  • Coach, train, and assist in the development of all staff, as required, and participate in special projects/initiatives addressing service issues
  • Provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools as needed
  • Deliver internal quality reviews and provide appropriate support in third-party audits when required, documenting all interactions, events, and outcomes with clients using appropriate systems and processes.

Administrative Assistant

Advent Health
08.2016 - 10.2019
  • Drives customer service initiatives by spearheading efforts to improve the patient experience, ensuring satisfaction and loyalty
  • Answers incoming calls, addressing patient inquiries and concerns promptly and accurately, while managing multiple tasks simultaneously
  • Exhibits exceptional communication skills tailored to different age groups, facilitating effective interaction and understanding with patients
  • Collects essential demographic, employment, insurance, and medical information from patients or their guarantors to facilitate accurate registration processes
  • Proficiently gathers client details for workers' compensation and corporate accounts, verifying authorization and requested services to ensure seamless processes.

Education

Associate of Science - Health Sciences

Seminole State College of Florida
Sanford, FL

Skills

  • Customer Retention
  • Health and safety compliance
  • Workflow Optimization
  • Onboarding and Orientation

Timeline

Operations Manager

EoS Fitness
11.2022 - Current

Store Manager/ Healthcare Concierge

CVS
11.2021 - 05.2022

Administrative Assistant

Advent Health
08.2016 - 10.2019

Associate of Science - Health Sciences

Seminole State College of Florida

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Keiandra Hundley