Kaleah Lee

Client Management and Account Growth

• Collaborated with the Regional Manager to support strategic initiatives and drive client engagement within the Performance Food Group Opcos.
• Managed a portfolio of over 300 clients, ensuring program adoption, and maximizing cost-saving solutions.
• Directly managed three of the largest accounts, driving revenue growth, and long-term retention.
• Onboarded new accounts to the Prime Services program, ensuring smooth integration and maximizing early-stage engagement.
• Directly oversee and drive the success of three of the largest and most complex accounts, optimizing client engagement, cost savings, and revenue generation.

Marketing and Engagement

• Collaborated with the marketing team to develop and implement initiatives that promoted program benefits, increased customer engagement, and uncovered new revenue opportunities.
• Provided strategic input and campaign ideas to drive participation in cost-saving programs, while leveraging internal resources for execution.

Team Support and Process Improvement

• Assisted the regional team by addressing technical issues and system cleanup to ensure smooth onboarding of new accounts before they were assigned to client managers.
• Provided technical support for CRM systems, reporting tools, and customer portals to optimize users' experience and ensure accurate account volume reporting, directly contributing to revenue growth.
• Troubleshot client and team challenges, helping refine internal processes, and improve operational efficiency.
• Collaborated cross-functionally to streamline operations, enhance service offerings, and drive overall team success.

• Prospect, develop and build sales pipeline through customer calls, follow-ups, customer support, and relationship building.
• Leveraged CRM to maintain activity, contact and account information of customers and prospects.
• Exceeded sales target through adopting a marketing strategy that increased my personal sale rate from 5% to 35%.
• Built relationships with 100+ clients by identifying their needs which resulting in a $3.5M annual revenue increase.
• Developed B2B and B2C with industry partners and clients to ensure customer satisfaction .
• Plan, execute and close leads, contribute to the company's strategic objectives, and successfully increased clients pool by 30%
• Collaborate with customer support department & account development department to ensure sustainable account growth throughout customer journey

• Analyzed customer feedback and developed new techniques to ensure customer retention.
• Designed and implemented customer retention strategies to increase loyalty and retain business.
• Received a high volume of incoming calls and respond to inquiries in a manner that meets high quality , productivity and other performance standards.
• Save customers from disconnecting and downgrading service; present benefits of product and service on all calls including billing, technical, collections, and other types of inquires.
• Increased customer satisfaction ratings 43% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
• Utilized job-related software to prepare change of address records and issue service discontinuance orders.

• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Provided excellent service and attention to customers when face-to-face and through phone conversations.
• Handled calls for new sign-ups, service cancellations and cross-selling opportunities.

• Trained new employees regarding warehouse procedures and standards.
• Prepared orders by processing requests, pulling materials, packing boxes and placing orders in delivery area.
• Provided suggestions and feedback on improving departmental processes and work environment.

• Recorded client status progress and challenges in logbooks and reports.
• Worked closely with clinical staff to support therapeutic and behavioral plans.

• Resolving customers complaints and concerns with smart device troubleshooting.
• Reduced attrition, managed scheduled adherence and attendance, implemented solutions & provided proper resources to meet customers demand.
• Implemented departmental policies and standards in conjunction with management to streamline internal processes.
• Participated in hiring for internal and external job postings, including panel and individual interviews, evaluation of applicants, provide feedback, and making offers.
• Managed a team of up to 30 customer service representatives. Coach and develop direct reports to provide world-class customer service.