Summary
Overview
Work History
Education
Skills
Accomplishments
Community Service
Timeline
Generic

Keith Williams

Lindenhurst,NY

Summary

Dynamic executive with over 20 years of experience in customer support, e-commerce, logistics, and rideshare operations. Proven track record in developing scalable, customer-focused service strategies that achieve consistent year-over-year growth while managing budgets exceeding $50M. Skilled in digital transformation and operational excellence, fostering high-performing teams that enhance customer satisfaction and drive profitability. Committed to maintaining compliance standards while optimizing cross-functional collaboration.

Overview

22
22
years of professional experience

Work History

Vice President, Operations

Revel Transit Inc.
Brooklyn, NY
01.2021 - Current
  • Spearheaded operations for a high-growth rideshare business, overseeing a $50M+ annual budget, four core departments (Driver & Customer Support, Service Operations, Ground Operations, Fleet Operations), and a fleet of over 500 electric vehicles (EVs) across NYC. Directed strategic planning, operational scaling, and customer experience initiatives, collaborating with executive leadership to position Revel as a market leader in urban mobility.
  • Customer Support Leadership: Designed and scaled a 24/7 omnichannel contact center (in-house and offshore), managing voice, SMS, and email channels. Led the implementation of Zendesk, redesigning contact flows, escalations, and agent permissions to reduce response times by 30%, improve first-call resolution (FCR) by 20%, and boost CSAT scores by 15%.
  • Fleet & Service Operations: Integrated Fleetio to enhance fleet utilization, mileage planning, and downtime tracking, achieving over 90% vehicle availability and reducing maintenance costs by 10%. Oversaw vehicle servicing and preventative maintenance as a Tesla-approved repair facility, establishing vendor partnerships for outsourced bodywork to ensure service standards, cost efficiency, and turnaround times improved by 20%.
  • Ground Operations Optimization: Managed on-site depot operations, including vehicle cleaning, dispatch, intake, staging, and shift turnovers for a double- and triple-shifted vehicle model. Developed SOPs and workforce scheduling for 24/7 operations, ensuring seamless shift transitions and operational continuity.
  • Claims and Safety Initiatives: Founded Revel's internal claims department, creating end-to-end workflows for insurance intake, liability tracking, and deductibles management, reducing payout processing time by 25%. Analyzed crash data to identify high-risk patterns, launched customer-facing safety education, and driver re-training programs that decreased incident rates by 15%.
  • Driver Training Program: Built Revel's in-person moped training operation from the ground up, partnering with NY safety bodies to develop a fully certified curriculum. Recruited and trained motorcycle-certified instructors to deliver 1:1 and group sessions, implementing a scheduling system that reduced no-show rates by 40% and increased lesson throughput by 30%.
  • Cross-Functional Leadership: Held full P&L accountability, collaborating with Finance to optimize cost centers, track performance to plan, and identify margin improvements. Partnered with People Ops and Legal to develop policies on performance management, safety, and compliance, training four department directors to ensure leadership succession and alignment across CX, operations, and compliance functions.

Vice President-Level Operational Leadership

1-800-Flowers.com, Inc.
Carle Place, NY
09.2003 - 12.2019
  • Provided executive oversight for customer-facing and backend operations across analytics, workforce management, real-time operations (RTO), and service delivery for a national DTC enterprise. Managed a $50M+ budget, led 2,500+ peak FTEs, and drove operational excellence across digital and call center channels in the U.S., Canada, and LATAM.
  • Workforce Scaling & Management: Directed seasonal workforce scale-up from 250 to 2,500+ agents across the U.S. Contact centers in partnership with BPO providers ensure SLA compliance during high-volume holidays (Christmas, Valentine's Day, and Mother's Day). Developed forecasting, scheduling, and intraday management protocols, optimizing resource allocation, and improving service levels by 12%.
  • Customer Experience Enhancement: Oversaw SLA and quality performance for multilingual, multi-market operations, improving FCR by 15% and CSAT by 10% through agent training, tech integration (SQL, SAS EG), and leadership development. Built a formal QA program with agent scorecards, coaching loops, and CSAT/FCR-driven feedback metrics.
  • Analytics & Reporting Leadership: Created a standardized reporting architecture across multiple brands using SQL, SAS EG, and Excel, automating KPI tracking for service, fulfillment, and compliance metrics. Delivered executive-level business reviews with 1-5% forecast accuracy, identifying cost-saving opportunities that reduced operational expenses by 8%.
  • Digital Transformation & Process Optimization: Led system upgrades for workforce tools, contact routing, and compliance systems, enhancing operational efficiency by 15%. Improved fulfillment and delivery operations through florist network mapping, carrier collaboration, and predictive forecasting, ensuring on-time delivery rates exceeded 95% during peak seasons.
  • Cross-Functional Collaboration: Partnered with Finance, Training, IT, and BPO vendors to streamline workflows and introduce scalable process improvements. Developed playbooks for partner ramp-up and peak-period service continuity, ensuring consistent performance across distributed teams.

Education

Bachelor of Science - Management Information Systems

CUNY York College
Jamaica, NY
01.2010

Skills

  • Customer experience strategy and execution
  • Multi-channel contact center management
  • High-volume workforce planning and optimization
  • Outsourcing and BPO partnership management
  • Direct-to-consumer and e-commerce operations
  • Digital transformation and system implementation
  • Budgeting, forecasting, and P&L accountability
  • SLA, QA, and KPI framework development
  • Team development and cross-market collaboration

Accomplishments

  • Drove 25%+ YoY revenue growth for Revel's rideshare division by optimizing fleet operations and maintaining 90%+ vehicle uptime across 500+ EVs.
  • Reduced customer response times by 30% and improved CSAT scores by 15% through a full Zendesk implementation and redesigned support workflows.
  • Scaled 1-800-Flowers' seasonal workforce from 250 to 2,500+ agents, ensuring SLA compliance during peak holidays like Valentine's Day and Mother's Day.
  • Founded and scaled Revel's claims department, streamlining workflows to reduce payout processing time by 25% and improve legal compliance.
  • Launched Revel's moped training program, reducing no-show rates by 40% and enhancing driver safety through a certified curriculum.

Community Service

  • Volunteer, Breast Cancer Awareness Society & Multiple Sclerosis Society, supporting fundraising and awareness campaigns.
  • Coach, Lindenhurst OLYPH CYO Basketball, mentoring youth athletes and fostering teamwork and discipline.
  • Mentor, First Presbyterian Youth Program, guiding teens in leadership development and community service initiatives.

Timeline

Vice President, Operations

Revel Transit Inc.
01.2021 - Current

Vice President-Level Operational Leadership

1-800-Flowers.com, Inc.
09.2003 - 12.2019

Bachelor of Science - Management Information Systems

CUNY York College

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