Lisa O'Neill Email & Phone Number

Toledo, Ohio

Walbridge, Ohio

• Startup development and currently manage the Service Group’s customer relationship management process for all HVAC and Facility Management contract customers, totaling 250 accounts in the Toledo, Detroit, Cleveland and.
• Initiating ongoing meetings with customers, where contracts are reviewed from a high level and satisfaction with GEM’s services, technicians and support staff are discussed, with the goal being to maintain a solid.
• Generate analysis and reporting of departmental financials, sales/account manager statistics and preparation of sales meeting presentations.
• Support electricity and natural gas procurement activities, maintaining current customer and usage data and creating analysis for sales presentations.
• Contact for 3rd party vendors for marketing support within the Service Group
• Work with account managers to analyze cold call sales lists to be productive and applicable to business development needs in targeted growth areas.

Maumee, Ohio

• Leader of marketing research team conducting customer experience programs, while simultaneously supervising 8 professional research staff.
• Director of 5 marketing research programs; telephone and SMS data collection, data summarization, analysis, online reporting and presentation reports. Led program development effort, launching 3 telephone studies and 2.
• Overall responsibility for $2M account including contract writing, SOW creation, forecasting and invoicing. Achieved increase in sales of $350,000 during the first contract year by recommending additional studies to.
• Negotiated contracts with third-party vendors, achieving 25% lower cost than forecasted.
• Collaborated with clients to develop and conduct online training for corporate and field users. Program was launched on-time and to client’s complete satisfaction.
• Led cross-functional team of 9 professionals to support program; research managers, IT engineers, technical support and project support staff that met all contract requirements and achieve overall budget objectives.

Maumee, Ohio

• Managed 5 marketing research teams, conducting custom customer satisfaction programs for various clients in the shipping and automotive industries.
• Team leader for 6 years of a National Shipping client, grew program to be highly visible and relied upon within large client organization.
• Led team of up to 10 research and IT professionals, delivering mail, telephone and online data collection, data storage and summarization via SQL database, online reporting and data analysis.
• Creatively marketed client retail studies with POS signage, receipt URL and clerk education, resulting in an 80% increase in customer response rates.
• Achieved sales gross margin targets year after year for $2.2 to $3.6M annual contracts; financially responsible for new development pricing, contract negotiations with third-party vendors, forecasting, invoicing.

Toledo, Ohio

Toledo, Ohio

Toledo, Ohio

Maumee, Ohio

Bachelor’S Degree, Journalism

Education record

MaritzCX Platform Training, Enterprise Performance Management, Emerging Leader Series (Coaching for Results, Foundations of Leadership.