Lamaretta Simmons Kelderman
About Lamaretta Simmons Kelderman
Lamaretta Simmons Kelderman serves as the Director and Head of Global Customer Experience at Olliv By CoinFlip, where she has successfully led a large team and maintained low attrition rates. With extensive experience in customer service and operational leadership across various companies, she is recognized for her strategic communication skills and expertise in AI technologies.
Current Role at CoinFlip
Lamaretta Simmons Kelderman serves as the Director and Head of Global Customer Experience at Olliv By CoinFlip since 2023. In this role, she oversees the customer service operations, focusing on enhancing customer satisfaction and streamlining processes. Her leadership has been instrumental in managing a large team, ensuring high standards of service delivery.
Previous Experience at Legacy.com
Before joining CoinFlip, Kelderman held multiple positions at Legacy.com. She worked as a Production Supervisor from 2003 to 2008, then progressed to Senior Client Services Team Coordinator from 2008 to 2016. She later served as Senior Manager of Support & Solutions in 2016 and as Vice President of CX & Operations from 2019 to 2021. Her tenure at Legacy.com spanned over 13 years, during which she developed significant expertise in customer experience and operational management.
Leadership at GoHealth
Kelderman held various leadership roles at GoHealth, including Vice President of Telecare and Quality Assurance in 2022 and Vice President of CX & Quality from 2022 to 2023. Her responsibilities included overseeing telecare operations and ensuring quality assurance across services. She contributed to improving customer experience and operational efficiency during her time there.
Educational Background
Kelderman has a diverse educational background. She earned a Master of Fine Arts (MFA) in Creative Writing from the School of the Art Institute of Chicago from 2000 to 2002. Additionally, she holds a Bachelor's degree in Creative Writing and Cultural Studies from Hampshire College, completed in 2000. She also obtained a Certificate in Leadership from Northwestern University in 2017 and studied English Language and Literature at DePaul University from 2009 to 2011.
Expertise in Customer Experience
Kelderman is recognized for her expertise in customer experience management, particularly in utilizing AI-powered tools and technologies. She has successfully led teams in call centers, implementing virtual assistants, chatbots, and predictive analytics tools to enhance service delivery. Her approach focuses on streamlining processes, reducing waste, and ensuring compliance with policies and regulations.