Ian M.
Senior Social Media Care & Client Advocacy Leader at KeyBank
- Role
- Department Manager - Client Advocacy Operations at KeyBank
- Location
- Cleveland, OH, US
- LinkedIn followers
- 500 followers
About Ian M.
With 10+ years of dedicated experience, I am an accomplished cross-functional leader. Currently, I lead two teams as the Department Manager for Social Care and Client Advocacy in KeyBank\'s Contact Center, dedicated to enhancing client experiences and making every moment matter. My proven track record spans the Consumer Goods and Financial Services sectors and includes expertise in Reputation Management, Risk Management, Crisis Management, Cross-Functional Leadership, Marketing, Social Media, Consumer Products, and People Management. I am a seasoned professional in social media and communication strategies.
Experience
Department Manager - Client Advocacy Operations
Oct 2023 — Present · Cleveland, OH, US
In this role, I am merging our social care and client advocate teams to form Client Advocacy Operations. This team of 12 will be focused aligning ourselves with KeyBank’s corporate CX strategy by playing our part in reducing deposit risk, encouraging primacy, and making every moment matter for KeyBank’s clients on social media and in solicited survey responses.
Education
Cleveland State University
Bachelor of Arts - BA, Organizational Leadership
2027
Cleveland Heights High School
High School
Cuyahoga Community College
Associate of Arts - AA, Business, Management, Marketing, and Related Support Services
2019 — 2025
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