Keith Deschamp
Operations & Contact Center Executive | Strategic People Leader | Champion of Excellence
- Role
- Director Head of Contact Center - Operations - Customer Service at Currently Seeking New Role
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Keith Deschamp
As a senior operations and contact center executive with over 20 years of experience, I’m passionate about optimizing efficiency, driving meaningful process improvements, and developing top-tier teams. My journey across Lending Club Patient Solutions, Springstone Financial, and Capital One has equipped me with a unique blend of operational expertise, strategic insight, and an unyielding commitment to enhancing customer experience.What I Can Offer:Customer-Centric Leadership: At Lending Club, I led a team of 40 associates and five managers, ensuring each interaction aligned with our mission of excellence. With metrics like an Average Speed of Answer under 30 seconds and Abandon Rate <5%, I strive to exceed industry standards in customer care.Operational Excellence: From establishing Centers of Excellence to refining complaint management systems, I’ve successfully built processes that foster compliance and elevate service levels. My approach combines rigorous analytics with hands-on leadership, backed by data insights via SQL and Tableau.Talent Development: I am dedicated to building leaders from within, mentoring and promoting associates into new opportunities. I’ve championed career advancement, developed high-performing management teams, and fostered a culture of excellence and continuous improvement.Sales & Revenue Growth: Through collaboration between Inside and Field Sales teams, I helped drive $10M+ in annual revenue. My focus on effective CRM oversight and robust sales compensation models maximizes ROI and aligns with organizational goals.Key Achievements:Operations Innovation: Led projects that enhanced efficiency and ensured compliance, including the creation of a new complaint measurement system to uphold legal standards.Strategic Growth Leadership: At Springstone Financial, I managed a 22-person team, implementing service-level improvements and quality standards during 40% annual growth.Industry Recognition: Consistently top-rated, recognized as a two-time President’s Club winner at Capital One and celebrated as Newcomer of the Year for Inside Sales.Let’s connect if you\'re looking for an experienced leader to drive operational excellence, enhance customer satisfaction, and cultivate high-performance teams. Together, we can bring efficiency, growth, and innovation to new heights.
Experience
Director Head of Contact Center - Operations - Customer Service
Nov 2024 — Present
Exceptional people leader, recognized for a proven track record of optimizing operational efficiency, improving processes, and delivering results. Skilled in complex operations, managing cross-functional teams, and implementing innovative solutions to enhance customer experience and achieve organizational goals.
Education
Assumption College
Bachelor of Arts - BA
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