Keith Mclamb Email & Phone Number

United States

Richmond, Virginia, United States

• Provide top-tier alarm monitoring support by placing outbound calls to customers to assist with handling multiple types of critical alarms. Partner with customers and authority agencies to resolve problems, provide.
• Proactively created forms to track inbound and outbound calls that export to a spreadsheet to identify trends and track statistics.

Richmond, Virginia, United States

Responsible for facilitating, verifying, and documenting the contractual compliance of subcontracted transportation providers so that they can provide transportation for state Medicaid and managed care organizations’ members.

Richmond, Virginia Area

• Provided full-circle customer service for customers in the Northern Virginia, D.C. and Maryland market, ensuring that customers received the best level of service to deepen relationships, reduce customer effort and.
• Created a bi-weekly report that clearly explained how each individual statistic affected our market’s Profit and Loss. This allowed each team member to be aware of how their individual and team performance affected the.
• Selected by leadership as a stand-in for supervisors. I provided peer coaching, answered procedural questions, took escalations and most other tasks that a supervisor would be tasked with.
• Maintained a Net Promoter Score that was within the top 10% of the site for my tenure while keeping other metrics at 115% of goal or higher.

Richmond, Virginia

• Responsible for the direct supervision of 17-20 customer service representatives, including ensuring that Key Performance Indicators are met or exceeded, providing one-on-one coaching, facilitating team meetings.
• Increased customer satisfaction survey scores from 89.19% to 95.09%.
• Assisted with the interviewing and hiring of over 65 new hires.
• Selected as a member of a think-tank to design and distribute a spreadsheet to help other supervisors send out their teams’ statistics and in a more efficient, understandable manner.

Glen Allen, VA

• Tasked with researching and responding to escalated complaints addressed to the Executive Offices of Capital One and its senior executives.
• Provide response to executive level customer complaints.
• Investigates complaints to identify opportunities within the business.
• Document and report opportunities and process improvements to mitigate risk.
• Ensure the business is in compliance of the regulations that govern Capital One.

Glen Allen, VA

• Tasked with creating better customer experience by ensuring that phone agents are providing correct information by providing specialized training to phone agents in both a classroom environment and while on the job..
• Worked with multiple sites to analyze, proofread and edit a reference guide containing hundreds of documents to aid escalated agents, thereby ensuring that fewer errors by CAAT agents were made.
• Provided on site support and guidance to multiple vendor locations resulting in successful JD Power Certification.
• Partnered with leadership to create an autonomous overnight unit that set guidelines and procedures for the Tampa, Florida site.
• Created and facilitated specialized classroom training to phone agents to increase system knowledge, better understand resources and educate on customer point of view.

Glen Allen, VA

• Created a stronger bond between Capital One and its customers that have multiple Capital One products by providing a level of service that was far superior to standard customer relations.
• Increased the effectiveness of Capital One's One Call Resolution Initiative by handling fraud and collections call types in addition to standard servicing.
• Selected to coach phone agents during side by side call listening, providing positive and negative feedback along with solutions to correct any areas that need improvement.

Glen Allen, VA

• Tasked with enticing the customer to utilize their card for all of their day to day purchases by leveraging the benefits of the customer's account and influencing the decision of customers that have requested to close.
• Selected as a member of small team of top performers that were utilized to test new products and call types and provided feedback to customer responsiveness.

Williamsburg, VA

• Presented resorts to potential buyers and built relationships with prospective customers while up-selling current, preferred, owners with more desirable properties. As an escalated agent, persuaded customers that.
• Redesigned call-flow/scripting for call center, increasing sales and productivity.

Grafton, VA

• An escalated call center agent charged with persuading perspective customers into agreeing to tour the resort.
• Participated in the training and development of new phone agents.
• Coached escalated agents on how to better close a sale resulting in an increase in vacation bookings.