About Me
Hi, I'm Al: A New York-based CX operations pro with years delivering measurable improvements for SaaS, e-commerce, and B2B companies. I specialize in short-term, high-impact engagements where systems need fixing fast.
BIFT stands for Before I Forget That — a philosophy of documenting processes ASAP and organizing information to scale operational efficiency.
This site documents practical approaches to scaling customer support operations with sustainable systems and measurable outcomes.
My approach: The ocean reminds me that small, persistent efforts reshape landscapes over time. I bring that same philosophy to CX operations: Incremental + Sustainable improvements that compound.
What I Do
I've spent a decade building, fixing, and scaling customer experience operations across industries where mistakes have consequences:
- Consumer medical products: Where a misunderstood product description can literally harm someone
- EdTech platforms: Serving 25M+ students across 72+ enterprise districts, managing SSO migrations and FERPA-compliant data handling
- Fintech & compliance-heavy sectors: Where HIPAA, GDPR, and trust aren't optional
- 24/5 global teams: Managed distributed teams (Philippines data entry + NYC CSRs), cutting costs 50% while improving SLAs 25%
My specialty: Spotting the invisible friction points where systems collide with human behavior. I've navigated enough worlds myself to recognize when "confusing" really means "culturally mismatched" or "inaccessible by design."
Results I've Delivered
- Reduced ticket resolution times by 15-20% during back-to-school rushes (BrainPOP)
- Cut staffing costs 50% via temp-to-hire models while maintaining 92%+ CSAT (Greenhill Trading)
- Improved Amazon brand NPS by 12% through escalation management and SOP refinement (multiple e-commerce clients)
- Migrated 5,000+ support tickets across platforms, cutting resolution time 15% (LCvista)
- Coordinated 72+ SSO integrations for enterprise districts, reducing setup time by 30% (BrainPOP)
- Reduced customer complaints 30% through scheduling optimization for 12-person field service team (Superior Cooling)
How I Add Value
- Rapid CX Diagnostics
Identify systemic bottlenecks through data analysis and lived experience with broken systems - Process Optimization
Turn chaotic workflows into scalable operations (SOP development, workflow automation, compliance documentation) - Cross-Functional Translation
Bridge gaps between engineering, sales, and support teams to reduce resolution times - Platform Migrations
Zendesk, Salesforce, HubSpot - Data-Driven Insights
CX KPI tracking, QA metrics, and VoC analysis - Compliance Navigation
I build processes that protect people without bureaucratic nonsense - Remote Team Scaling
Assemble and manage distributed teams (nearshore + US-based) for 24/5 coverage - Training & Coaching
Reduced ramp time 40% through standardized onboarding; coached teams in de-escalation and empathetic support
Want to discuss your CX operations?
I take on selective consulting projects when the mission aligns and the team actually wants to fix what's broken.
Problems I solve:
- You're scaling fast and ticket volume is crushing your team
- Your helpdesk data exists but nobody's analyzing it
- You need to migrate platforms without losing momentum
- Your compliance requirements feel impossible to operationalize
- Turnover is eating your budget and nobody knows why
Case Studies & Projects
From Jargon to Clarity = Revenue
How fixing confusing product descriptions for a national consumer medical brand improved conversion and reduced support volume. Clear communication drives both customer satisfaction and business outcomes.
Why Your CX Ecosystem Is Dying (And How to Fix It)
Broken service systems aren't about "bad apples", they're about poisoned water. A field guide to diagnosing systemic failures and implementing proactive recovery strategies.
BIFT English (Launching 2026)
Currently in progress: Earning TEFL certification (completing 2026) and developing a YouTube content library for business English instruction.
Why TEFL? After a decade helping global teams communicate across cultures in CX operations, teaching Business English is the natural next step. I've been fluent in "corporate translation" since my first corporate job as a first-generation college graduate.
Follow along at the TEFL section to see what's in development.
Professional Network
- CX operations professionals navigating rapid growth
- Leaders prioritizing humane workplace practices
- Teams building accessible systems at scale
- Consultants who value sustainable operational improvements
Connect on LinkedIn: Al MacCormack