Experience & a little ingenuity

Keith McLamb

Senior Workforce Analyst with more than fifteen years in contact center operations, customer experience, and team development. I build practical solutions with Python, SQL, APIs, and workflow automation, and translate complex systems and performance data into clear, actionable guidance.

[email protected]↗

Professional experience

SimpliSafe

2022–present

Richmond, Virginia

Senior Workforce Analyst · 2024–present

Oversee key workforce management functions for contact center operations, ensuring optimal staffing and performance tracking while leading data-driven efforts to enhance schedule adherence and absenteeism reporting.

Developed and implemented new reporting for absenteeism and break/lunch overages, improving visibility and accountability across teams.
Played a central role in the WFM software migration from NICE to Aspect, creating user-friendly reports that increased clarity, timeliness, and data accessibility.
Automated the synchronization of employee paid time off between UKG and Aspect by writing Python code and assisting in its conversion to SQL queries.
Partnered with Data Engineering teams to ensure proper implementation of automated data syncs.
Revamped adherence tracking tools to streamline reporting, resulting in improved manager usability and faster decision making.

Data Entry Specialist · 2023–2024

Maintained data integrity and accuracy within customer and partner records to support critical dispatch operations while driving improvements to internal ticketing systems.

Created Python scripts using the Zendesk API to retrieve ticket data and update interactive dashboards on Google Sheets.
Spearheaded Zendesk configuration, creating 40 macros, 30 triggers, 2 SLAs, and multiple custom views to streamline workflows.
Verified and updated customer addresses and agency contact details to ensure reliable emergency dispatch information.

Monitoring Experience Specialist · 2022–2023

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 information, dispatch emergency services and refer to other points of contact.

Proactively created forms to track inbound and outbound calls that export to a spreadsheet to identify trends and track statistics.

Southeastrans, Inc.

2021–2022

Richmond, Virginia

Compliance Coordinator · 2021–2022

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.

Partnered with greater than 50 different transportation companies to ensure that all of their documentation was current.
A member of the Accidents and Incidents team tasked with drafting responses to the client for any potential misconduct or carelessness by our providers that may have impacted our members.

T-Mobile

2018–2021

Richmond, Virginia

Account Expert · 2018–2021

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 increase customer satisfaction.

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 company.
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.

Teleperformance

2016–2017

Richmond, Virginia

Supervisor · 2016–2017

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, taking escalated calls and verifying that representatives are complying with state and federal laws and regulations.

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.

Capital One

2008–2016

Richmond, Virginia

Executive Response Coordinator · 2015–2016

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.

Customer and Agent Advocacy Team · 2010–2015

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. Decision exceptions to standard policy and catalogue exceptions in accordance with departmental guidelines to safeguard against processes being done incorrectly.

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.

High Value Servicing - Multi-Product · 2009–2010

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.

Consultative Sales/Retention · 2008–2009

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 their account.

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.

Independent projects

AI agents & tool integrations

Self-hosted Hermes agents with reusable instructions and MCP tools for knowledge retrieval and task management.

Retrieval & transcription pipeline

A retrieval system for notes and transcripts, with a secured search API, vector search, and a Streamlit interface. Connected recording sync, transcription, speaker diarization, and searchable Markdown output.

Sheet Vault

A Google Sheets backup utility that exports values and formulas in chunks and archives workbook metadata; tested with a workbook containing more than 170,000 rows.