Ian McCormick

Led KeyBank’s enterprise social care, client advocacy, and digital reputation management functions, managing customer escalations, executive office intake, social listening, sentiment intelligence, and cross-functional risk mitigation across digital channels. Transformed an unstructured function into a defined, high-performing operation with documented workflows, quality standards, and accountability frameworks. Built executive dashboards and sentiment intelligence across social and survey signals to inform proactive decisions. Managed high-risk escalations (executive contacts, survey flags, reputational events), de-escalating 700+ cases annually and reducing executive office case volume by 64%. Served as the negative media sentiment metric reporter and control owner for quarterly compliance testing, and partnered with workforce management to eliminate manual scheduling dependencies.

Directed enterprise social media engagement, social listening, and client advocacy programs across Marketing, Risk, Legal, PR, and Contact Center to protect brand reputation and improve customer experience. Scaled coverage from 5 to 7 days per week, decreased response time by 50%, and reduced average handle time by 30%. Built KeyBank’s enterprise social listening program using Sprinklr, developing dashboards, KPI frameworks, and sentiment trend analysis. Delivered voice-of-client intelligence to executives and implemented tone-of-voice guidelines, response playbooks, and escalation frameworks adopted enterprise-wide. Led real-time crisis response through monitoring, auto-tagging rules, and high-risk term tracking while partnering with Legal/PR/Risk/Executive Client Relations on sensitive matters. Earned the Corporate Center Continuous Improvement Award (2020).

Managed multi-platform social customer care across Facebook, Twitter, and Instagram. Authored 300+ how-to videos to reduce inbound call volume and improve self-service success. Mentored 15–20 social agents and call center teammates in brand voice consistency and delivered weekly social listening reports identifying product pain points and consumer trends.