Keiyondre Lester

• Facilitated member outreach initiatives to enhance engagement and satisfaction.
• Coordinated educational workshops to inform members about health services available.
• Managed member inquiries via phone and email, providing timely assistance.
• Managed high-volume outbound calls using automated dialer systems to schedule appointments and engage members
• Followed structured call scripts while confidently handling objections and providing clear, professional communication
• Consistently met and exceeded daily performance metrics including call volume, appointments set, and quality scores
• Monitored team performance by reviewing calls and providing real-time coaching and feedback to improve quality and results
• Assisted leadership with daily operations, reporting, and team support tasks
• De-escalated complex or high-risk customer situations, ensuring positive outcomes and customer satisfaction
• Ensured compliance with HIPAA and company policies when handling sensitive customer information
• Coordinated with members and providers to schedule, reschedule, and manage appointments efficiently
• Reported escalations and member concerns to management while maintaining accurate documentation in internal systems

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• Managed high-volume inbound and outbound customer interactions regarding accounts, payments, and service concerns
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• Built strong customer relationships to improve retention and prevent account loss
• De-escalated customer issues and provided effective solutions in high-pressure situations
• Maintained accurate customer records and ensured proper documentation in internal systems
• Assisted customers through application and approval processes while ensuring compliance with company policies
• Followed up with customers to maintain account status, reduce delinquencies, and improve satisfaction
• Collaborated with management to resolve complex account issues and improve service outcomes
• Trained and supported team members on customer service techniques and system usage
• Met and exceeded performance goals related to customer satisfaction, account management, and retention

• Promoted from Sales to Collections to Management based on performance and leadership

• Earned Salesperson of the Month and Collections Representative of the Month multiple times

• Played a key role in dealership earning “Lot of the Year” recognition

• Specialized in customer retention, helping customers stay in good standing through effective solutions

• Reduced delinquencies and improved account performance through proactive customer engagement

• Contributed to increased revenue by balancing sales success with strong account management

• Resolved customer inquiries and complaints effectively and efficiently.
• Assisted in managing daily operations and staff scheduling.
• Coordinated customer service efforts to enhance client satisfaction.
• Oversaw vehicle inventory management and maintenance scheduling.
• Maintained accurate records of sales transactions and financial reports.
• Managed customer service inquiries and complaints in a timely manner.