Keith McCord

Director, Customer Support

Roadie

Present

• Lead customer experience strategy for 2M+ annual contacts across enterprise, driver, and recipient support channels, managing 250+ in-house and BPO agents (Ubiquity Philippines, Movate Costa Rica/India) with $7.5M annual labor budget • Reversed dual-chat concurrency requirement for driver support in Q2 2024, immediately improving customer satisfaction from 40% to 80% within one month while restoring consistent work methods; maintained productivity levels through improved data quality enabling targeted coaching • Drove AI chat deflection from 47.5% to 63% in 2025 through cross-functional collaboration with product, engineering, and data science teams, optimizing knowledge base articles and training bot urgency detection capabilities; redirected 20% of non-active delivery chat volume to asynchronous forms enabling BPO agent concurrency (2-3 simultaneous cases) • Architected and implemented priority-based routing system leveraging AWS Lambda to identify urgent contacts at case creation,…

Director, Sales & Marketing

Narrow Bridge Films Inc · Bayonne, NJ

Present

• Provide pro bono sales and marketing consulting for award-winning independent film company (37 festival wins, 59 nominations); actively pitch distribution opportunities for "Tales from the Narrow Bridge: The Wyrmwood Devil" to domestic and international distributors following multiple festival wins including Best Feature and Best Ensemble • Executed Meta advertising campaign for Seed and Spark crowdfunding initiative that exceeded $5K goal, raising $7K+ through combination of organic and paid traffic; achieved $0.10 cost-per-click and 947 link clicks demonstrating strong creative performance • Support portfolio of 5 features, 18 shorts, 2 webseries across multiple festival circuits including Fort Worth Indie Film Showcase, Independent Horror Movie Awards, Golden Door International Film Festival, and Grove Film Festival

Director, Customer Experience

Mojo · New York City Metropolitan Area

• Built remote customer experience operations from ground up, recruiting and managing team of 7 specialists while establishing processes, workflows, and performance metrics for NJ gaming platform • Selected and implemented Genesys Cloud CRM/IVR platform to support omni-channel customer communication across phone, chat, SMS, email, and social media; achieved 4.8-star app store rating • Established KPIs, SLAs, live dashboards, and quality assurance program to drive continuous improvement and deliver constructive feedback to agents • Developed training programs and quality assurance framework to deliver constructive hard and soft skills feedback to agents while identifying process gaps and inefficiencies to drive continuous improvement

Director of Pharmacy Experience

Capsule · New York City Metropolitan Area

• Scaled Capsule's Pharmacy Experience team from 8 to 350+ associates (on-site and remote) across 27 states while ensuring HIPAA compliance, leading 3 Sr. Managers and 22 Customer Experience Managers through rapid COVID-era growth • Improved first contact resolution from 65% to 90% by developing strategy to upskill 150 customer service associates in pharmacy technician and insurance billing competencies, redesigning job descriptions to attract technical talent, and leveraging routing technology to match work to qualified team members based on customer account and prescription journey criteria • Partnered with Regulatory Operations to secure Board of Pharmacy-approved remote licensing across 26 states, enabling distributed team members to process insurance claims for customers in multiple markets without requiring local hiring in each jurisdiction • Co-created schedule efficiency framework with Workforce Management to align team member schedules with customer demand patterns through sea…

Sr. Manager of Pharmacy Experience

Capsule · Greater New York City Area

Group Manager, Shipping & Delivery Support

Amazon · New Jersey

• Managed remote call center team of 8 Team Managers, 5 Escalation Specialists, and 100+ Customer Service agents supporting customer and last-mile driver needs across the United States • Improved SDS Escalation SLAs from 78% to 93% (15-point gain) in less than two weeks by leveraging existing product to route JIRA ticket-based work through Amazon's GACD system, reducing time agents spent in unavailable aux states • Supported launch of Amazon Logistics support in Europe and Singapore by testing and troubleshooting internal CRM systems • Built training curriculum for Logistics Escalation team to ensure effective handling of complex customer issues and last-mile driver concerns

Manager, Customer Care

Quidsi Inc. (an Amazon Company) · Jersey City, NJ

• Managed customer care operations with 9 supervisors, 3 team leads, and 300+ associates across US and Manila, Philippines (230 BPO, 70 in-house), overseeing workflow planning, scheduling, performance management, and SLA execution • Launched Quidsi's first offshore contact center in Manila, Philippines, traveling on-site with Director of Training to establish operations after completing weeks of training preparation; successfully scaled to 230 BPO agents • Served on Quidsi/Prime Task Force to facilitate Amazon Prime integration into Diapers.com, leading customer experience testing and UX validation from a customer care perspective • Facilitated 60-Minute Manager training sessions to Amazon.com People Managers, supporting leadership development across the organization post-acquisition • Led evaluation and implementation of new processes to improve customer care quality, efficiency, and team performance; served as Hiring Manager for Customer Care Associate and Supervisor roles

Supervisor, Customer Care

Quidsi Inc. (an Amazon Company) · Jersey City, NJ

Customer Care Associate

Quidsi Inc. (an Amazon Company) · Jersey City, NJ

Pharmacy Technician

Walgreens · Bayonne, NJ

Pharmacy Technician/Front-End Manager

Dittmar's Pharmacy · 924 Broadway, Bayonne, NJ 07002