With a career that spans more than 40 years, Kevin O’Neill is an adeptly skilled call center operations executive with broad industry experience that spans the airline, hotel, car rental, financial services, outsourcing, cable/telecom and health insurance industries. His operational roles have included both customer-facing functions of sales, service, billing and retention, as well as back-office support functions of volume forecasting, workforce planning, and agent scheduling and budgeting.
While his functional area of expertise is in the efficient and effective delivery of operational excellence, his passion lies in the development of management teams and the creation of environments in which the talent already in place can flourish.
Key Competencies
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- Contact Center Operations Management
- Contact Center Staffing and Workforce Planning
- Inbound and Outbound Sales Oversight
- Customer Service Back Office Functions
- Customer Interaction Management
- Performance Management
- Blended Contact Center Operations
- Post-merger Contact Center Consolidation
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Some noteworthy positions Kevin has held include Manager of Reservations Operations for American Airlines, Director of Worldwide Reservations for Avis Rent A Car, Vice President of Customer Service for American Express Travelers Cheques, Vice President & General Manager for the Database Research Group, Director of North American Reservations for Best Western Hotels, and most recently, Director of Call Center Operations, Planning and Development for Comcast Cable.
During a period as an independent consultant in call center management, Kevin oversaw the merger of Doubletree Hotels and Guest Quarters Hotels, consulted on the merger of Bell Atlantic and GTE (which formed Verizon), instituted a sales incentive program at Budget Rent A Car – U.S. and Canada, and developed a sales training program at InterContinental Hotels. As a consultant for Universal Teleservices Corporation, he was sent to India, where he designed, staffed, and opened one of the country’s first client-based inbound/outbound call centers.