Retirement
Current
Career Break
Oct 2018 - Present
AeroLeads people directory · profile
Keith Thompson Email & Phone Number
Retired Senior Vice President / Regional Contact Center Director at U. S. Bank
at
Career Break
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✓ Verified August 2026
3 data sources
Profile completeness 86%
Current company
Career Break
Role
Retired Senior Vice President / Regional Contact Center Director at U. S. Bank
Location
Boise Metropolitan Area, United States
Who is Keith Thompson? Overview
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Quick answer
Keith Thompson is listed as Retired Senior Vice President / Regional Contact Center Director at U. S. Bank at Career Break, based in Boise Metropolitan Area, United States. AeroLeads shows a matched LinkedIn profile for Keith Thompson.
Keith Thompson previously worked as Retirement at Career Break and Contact Center Site Director at U.S. Bank. Keith Thompson holds Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General from Portland State University.
Profile bio
About Keith Thompson
I am an experienced Operations Manager with a wide variety of experience including Contact Center Site Director leadership, Loan Operations Management leadership, Workforce Management leadership, Process Improvement and Re-engineering leadership, as well as Customer Satisfaction and Customer Experiences leadership.I have a strong understanding of the levers that impact Contact Centers customer service and productivity levels as well as the right actions needed to maintain them. I understand what the right metrics and key performance indicators are to help monitor and maintain appropriate service levels. My strong analytical skills and understanding of workforce management tools along with constant monitoring and updating of daily and intraday forecasts are a big part of my Contact Centers success.My extensive background in operations management makes me a strong candidate for many roles. I am very flexible, adaptable, and comfortable leading a Contact Center or Centers as the overall director, site director, operations management leader, or in a workforce management leadership position. I have a history of and am known for developing people and leading teams to outstanding results. I work very hard at engaging and developing all staff.
Current workplace
Keith Thompson's current company
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Career Break
14 roles · 59 years
Keith Thompson work experience
A career timeline built from the work history available for this profile.
Contact Center Site Director
Senior Site Leader responsible for the daily activities and overall success of a 250 seat Contact Center. Provided direct and indirect leadership of Service, Sales, Quality, Training, Recruitment, Human Resources, and Work Force Management functions within the site. Led, developed and managed the Divisions “Work From Home” program. Key achievements included:1. Saved approximately 1 million dollars annually on a 10 million dollar budget by identifying, championing, pioneering, and successfully implrmenting the Divisions Work From Home program thus allowing the Company to close its Denver site.2. Presented value and future value of Work from Home Remote Agents to other Business Lines which now has provided significant value due to the Coronavirus and the ability of the 4 remaining sites to immediately move to a work from home environment.3. Implemented a fast rollout of the Work From Home program to over 250 remote bankers over a three month period with minimal turnover and loss of productivity. 4. Participated as a key stakeholder in our new Banker staffing strategy to focus on improving optimization, resulting in >50% improvement to service levels, while increasing employee engagement.5. Provided key input and feedback to the Workforce Management team regarding capacity planning and forecasting which resulted in modeling accuracy of +-3.5%6. Achieved status as 2012 Certified World Class Call Center – 24hr Banking Call Center based on outstanding processes and customer satisfaction scores.7. Led the company’s Development Network as President for Denver for 3 years providing opportunities for growth and development along with service volunteer opportunities for 1200 metro staff employees8. Participated as a member of the Bank’s local leadership committee to ensure key focus and communications between business lines in Denver and the local region.
Feb 2007 - Sep 2018
Regional Service Operations Manager
Operations Manager accountable for a team of 125 agents focusing on servicing and troubleshooting new functions of Mobile, Web, Bill Pay, and Email products and services. Total site agents over 500. Key achievements included:1. Developed the Division servicing and processes to ensure excellent service to customers. 2. Championed the need for a standalone operations department to separate regular work such as Bill Pay disputes, longer troubleshooting follow-up needed for customers, audit review, separation of account maintenance requests to minimize internal fraud, and email and general correspondence follow-up.3. Created and develop templates for emails which grew from around 1,000 per month to over 60,000 inquiries per month in a short time. The templates and new processes kept service levels within standard and kept the need to hire more agents to a minimum.4. Created an automated process to review potential Bill Pay fraud on checking account transfers which saved the Bank over $1 million the first year of implementation.5. Won the Annual Pinnacle Award for the Company’s Top 5% performers for 6 years.
1998 - Jan 2007
Vice President And Operations Manager
Operations Manager leading a team of over 100 loan bankers who serviced a wide variety Consumer, Retail and Small business loan products via phone, mail and referrals from branches.• Established processes and procedures along with Service Level guidelines and KPIs to deliver outstanding customer experiences.• Provided collections of delinquent consumer loans up to 30 days past due.• Worked with Consumer loan underwriting and risk management to ensure documentation was correct and fulfilled outstanding loan documents.• Established a localized group to work on pending payoffs and potential payoffs to see if other opportunities existed for new loans based on customer needs.• Winner of 1995 Oregon Quality Award for outstanding loan servicing and processing by a Financial Institution
1993 - 1998
~5 yrs
Vice President And Sw Washington District Manager
1991 - 1993
~2 yrs
1987 - 1991
~4 yrs
Operations Manager
Mbank, Dallas
Capital Markets Operations Manager
1985 - 1987
~2 yrs
1983 - 1985
~2 yrs
1981 - 1983
~2 yrs
Career Development Trainee
12 month program training you in all aspects of Branch Operations and Management
1980 - 1981
~1 yr
1977 - 1980
~3 yrs
Bank Teller
Seattle First National Bank
Remote Drive-up Teller
1974 - 1977
~3 yrs
General Laborer
Family Ranch
Responsible for all landscaping and general maintenance on a 5 acre ranch.
1971 - 1974
~3 yrs
Kitchen Helper
Richland School District
Wash dishes, clean tables, take tickets, sell milk and lunch tickets
1968 - 1972
~4 yrs
4 education records
Keith Thompson education
Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General
Portland State University
Master Of Business Administration (Mba), Business Administration And Management, General
Capella University
The Premiere Graduate School In Banking, Banking And Financial Support Services
Pacific Coast Banking School
Business Administration And Management, General
Columbia Basin College
FAQ
Frequently asked questions about Keith Thompson
Quick answers generated from the profile data available on this page.
What company does Keith Thompson work for?
Keith Thompson works for Career Break.
What is Keith Thompson's role at Career Break?
Keith Thompson is listed as Retired Senior Vice President / Regional Contact Center Director at U. S. Bank at Career Break.
Where is Keith Thompson based?
Keith Thompson is based in Boise Metropolitan Area, United States while working with Career Break.
What companies has Keith Thompson worked for?
Keith Thompson has worked for Career Break, U.S. Bank, Mbank, Dallas, Seattle First National Bank, and Family Ranch.
How can I contact Keith Thompson?
You can use AeroLeads to view verified contact signals for Keith Thompson at Career Break, including work email, phone, and LinkedIn data when available.
What schools did Keith Thompson attend?
Keith Thompson holds Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General from Portland State University.
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