Kathleen O'Neil Email & Phone Number

LinkedIn Learning transcript available on enterprise account profile at www.linkedin.com/in/kathleen-o-neil-syracuse-universityAs a results-driven professional with over 15 years of experience, I specialize in leading cross-functional teams, improving processes, and managing high-stakes projects in fast-paced environments. With a strong background in customer relations and escalation management, I’ve successfully launched nationwide programs and saved companies millions through operational improvements. My ability to adapt strategies, manage technical operations, and communicate effectively across departments has allowed me to consistently deliver top-tier results. Whether it’s managing creative teams or ensuring seamless project execution, I bring a proactive and solution-oriented approach to every challenge. Key AccomplishmentsLaunched Nationwide Executive Escalations Program: Spearheaded the development and implementation of Bright House Networks’ Executive Escalations Program, managing over 13,000 escalated government, consumer agency, legal, and corporate customer concerns. Created processes and training that increased efficiency, improved retention, and elevated customer satisfaction, significantly reducing escalations by 19-36% month-over-month.Saved $1.78 Million in Operational Costs: Identified and corrected over 20,000 billing system order errors annually as a Field Support Representative, saving Bright House Networks approximately $1.78 million and preventing unnecessary service calls, while streamlining technician efficiency through proactive troubleshooting support.Recognized for Leadership in Workflow Improvements: Awarded Employee of the Quarter (Q1 2014) for leading major process improvements, including the consolidation of closed captioning services and the creation of an internal-external ticketing system. These changes resulted in significant increases in workflow efficiency and customer response times.Managed High-Stakes Federal & State Escalations: As the central point of contact for federal and state consumer agency escalations, successfully handled complex cases from entities like the Federal Communications Commission (FCC) and Attorney General, ensuring regulatory compliance and preventing unnecessary scrutiny.Increased Digital Engagement by 3000%: Led the content strategy and digital engagement efforts for Goatanamo Farm, growing Facebook traffic by 500-3000% and boosting sales by 800% in a single year, while managing website and social media content across multiple platforms.

Listed skills include Customer Experience, Call Centers, Telecommunications, Customer Satisfaction, and 44 others.