Casey O'Neal

Experience

• 

  MarketSource Inc.

  Apr 2003 - May 2005

  Territory Sales Manager
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  Hewlett-Packard

  May 2005 - Feb 2007

  District Sales Manager

  Managed 122 stores across four channels and eight accounts.Oversaw an annual labor budget of $1.4 million for assigned district.Grew market share across a broad range of Hewlett Packard’s retail products.Led third-party sales team to create an effective store support model, resulting in improved consumer buying experience and conversion of in-store shoppers.Key Achievements• Increased year-over-year sales by 36%, from $117 million to $154 million • Ranked number 9 in market share gained in 2006• Increased brand recommendation rate from less than 5% to 80% Show less

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  Advantage Marketing Solutions

  Jun 2007 - May 2016

  Supported sales and operations teams in achieving operational excellence and driving topline sales growth through strategic planning and execution.Managed the North America sales team, implementing effective sales strategies to achieve and surpass regional targets.Established and nurtured strong client relationships, integrating their feedback to ensure high levels of customer satisfaction and service quality.Formulated and executed fiscal year business plans and budgets, aligning financial goals with strategic initiatives.Collaborated with clients and internal operations teams to define the strategic direction of retail support programs, developing and implementing tactics to support continuous improvement initiatives.Partnered with clients to deliver insights and analyses on program performance, identifying growth opportunities, and optimizing program strategies.Closely monitored financial performance, employing strategic financial management techniques to maximize profitability and achieve financial targets.Key Achievements:Achieved 111% of the annual EBITDA goal for FY16, demonstrating effective financial management and strategic planning.Program received a 95% favorable rating (4.76 out of 5) in the annual customer satisfaction survey for 2015, reflecting high levels of client satisfaction.Successfully expanded the retail support program by 198 locations, generating an additional $2.2 million in topline revenue.Increased client market share from 6% to 34% over the program's duration, showcasing effective market penetration strategies.Recognized as a top vendor at the Staples Leadership Conference for five consecutive years, underscoring consistent performance excellence.Implemented measures that reduced lost revenues by $250,000, enhancing overall financial performance. Show less Coached, mentored, and developed full-time District Sales Managers, implementing targeted training programs and performance evaluation processes to enhance their skills and effectiveness.Established and nurtured relationships with key decision-makers across three channels and nine accounts, leveraging these connections to drive business growth.Identified district opportunities and crafted strategic plans to revitalize underperforming areas, employing data-driven decision-making and targeted interventions.Collaborated with cross-functional teams to design and implement program initiatives and sales contests, fostering a competitive and motivated sales environment.Key Achievements:Reversed regional sales performance trends, achieving consistent 22% annual revenue growth through strategic planning and execution.Attained associate engagement survey results significantly above the company average, with 98% favorable in 2011 and 90% favorable in 2012, reflecting strong team morale and satisfaction.Honored with Advantage Sales and Marketing’s Chairman’s Award in Q4 2011 for exceptional leadership and performance, driving key initiatives and achieving significant business results.Awarded the Epson Leadership Award in 2007, recognizing outstanding leadership and contributions to the company’s success. Show less

  • Senior Manager of Field Operations

    Sept 2015 - May 2016

  • Regional Manager - East

    Sept 2009 - Sept 2015

  • Senior Manager of Field Operations

    Mar 2008 - Sept 2009

  • Regional Manager - West

    Jun 2007 - Mar 2008
• 

  C4 Connections

  Jul 2016 - Jul 2017

  Senior Business Analyst | Director of Sales

  Overall responsibility for all aspects of sales operations for Texas reporting to SVP of sales.Partnered with the sales team at all levels to develop metrics and deliver line-of-sight visibility to business data through consumable dashboards and reports.Designed, implemented, and managed customer segmentation, sales coverage models, sales processes, compensation programs, target setting, compensation modeling and payments, reward and recognition programs, and sales productivity calculations.Worked directly with AT&T, serving as the face of C4 to deliver QBRs and ensure the program was fully aligned with client needs and expectations through effective communication and collaboration.Key Achievements:Led a team that achieved and maintained a 98% customer satisfaction rating, demonstrating consistent excellence in customer service.Guided the team to exceed sales targets, delivering 109% of the sales target for CY16, highlighting successful sales strategies and execution. Show less

• 

  American Innovations

  Jul 2017 - Sept 2022

  Maintained and enhanced the data warehouse and analytics environment by integrating robust data management strategies, ensuring comprehensive data coverage across the organization.Designed and implemented scalable data engineering solutions, utilizing secure pipelines to integrate new data sources into the central warehouse, supporting analytics projects across applications and affiliates.Developed interactive reports and visualizations by leveraging data from the warehouse, resulting in enhanced decision-making capabilities for stakeholders.Conducted ad-hoc data manipulation and analysis on diverse organizational and customer sensor data, delivering actionable insights to improve product performance.Key Accomplishments:Implemented a comprehensive warranty tracking system and product upgrade dashboards, enhancing customer satisfaction by 15%.Engineered finance dashboards that reduced Weighted Average Days Payable Overdue (WADPO) from 138 to 34 days by leveraging advanced data analytics.Generated scalable, replicable code that automated repetitive data management tasks, reducing manual workload by 30%. Show less Collaborated with cross-functional teams to establish data lakes and marts, utilizing advanced data management techniques to deliver actionable business insights to stakeholders.Designed and implemented concepts, templates, and pricing models for customer dashboards, using market analysis to drive successful adoption and engagement.Assisted with data conversion projects, employing data validation techniques to ensure accuracy, completeness, reliability, relevance, and timeliness of supplied data.Maintained NPS and CSAT programs, providing expert guidance for a seamless handoff to the new owner of customer experience.Leveraged tools such as SQL, FME, Power BI, Salesforce, GP, NPX pro, Delighted, and Python to create seamless process flows, integrating diverse data sources into cohesive datasets for analysis.Key Accomplishments:Launched a consultative customer dashboard creation service, generating $65,000 in incremental revenue with minimal marketing effort.Designed dashboards that were utilized in the flagship PCS software product, enhancing data visualization capabilities and improving user experience.Identified a significant threat to recurring revenues through detailed analysis of customer remote monitoring subscriptions, enabling proactive mitigation strategies.Analyzed customer support call data to identify the need for improved surge protection, leading to the development and successful sale of the feature Show less Managed a multi-tiered support team of 11 agents, implementing structured training and performance evaluation processes to ensure high-quality customer supportAdvocated for customer needs, collaborating with cross-functional teams to incorporate feedback into product improvements and enhance overall value propositions.Developed a talent pipeline, providing career advancement opportunities for technical support agents through targeted training and mentorship programs.Conducted regular meetings with stakeholders, operations, development, and C-level executives, utilizing data-driven performance metrics to drive continuous improvement in support services.Key Accomplishments:Revamped performance metrics and developed Salesforce and Power BI dashboards, providing real-time insights and improving team performance monitoring.Rebooted the NPS program, leading to a significant improvement in NPS from 33.9% in 2016 to 46.3% in 2018, reflecting enhanced customer satisfaction.Automated case assignment in Salesforce, reducing response time and increasing efficiency by streamlining support workflows.Established CSAT program and integrated 3rd party provider data into Power BI facilitating real-time monitoring of agent performance.Consistently maintained a 90+% CSAT, demonstrating high levels of customer satisfaction and effective support management.Revamped training program and instituted “product certification” courses Show less

  • Senior Data Engineer

    Jul 2022 - Sept 2022

  • Senior Business Intelligence Analyst

    Jan 2019 - Aug 2022

  • Technical Support Manager

    Jul 2017 - Jan 2019
• 

  Excella Analytics

  Jan 2021 - now

  Managing Partner
• 

  WDI Inc.

  Sept 2022 - May 2023

  Director of DevOps | Project Manager

  Directed cross-functional Agile teams and DevOps initiatives, managing a $500K budget.Implemented CI/CD pipelines and led a full payroll system replacement within 30 days.Reduced project turnaround time by 42%, improving delivery speed and quality.

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  Consumer Protection Law Group

  May 2023 - now

  Spearheaded strategic and operational planning for the legal department, developing short- and long-term roadmaps aligned to corporate objectives. Optimized operational workflows, cutting legal spend by 33% through vendor renegotiations, process reengineering, and tech-driven efficiencies. Oversaw full-cycle onboarding, training, and performance management for new legal hires, ensuring rapid integration and scalability. Designed department-specific policies and SOPs, standardizing procedures and increasing compliance across legal operations. Managed a $400K departmental budget with precision, forecasting needs, tracking performance, and recommending adjustments to ensure fiscal discipline. Drove quarterly business review processes, delivering actionable insights that accelerated strategic decision-making. Streamlined external counsel engagement processes, improving service quality while achieving a 15% cost reduction. Championed technology enablement initiatives, integrating AI tools and knowledge management systems to enhance case management efficiency. Developed robust KPI tracking and operational reporting infrastructure, delivering real-time data to senior leadership.Key Achievements: Reduced operational costs by 35% through optimized resource allocation and vendor management. Enhanced departmental workflow efficiency by 33%, accelerating case resolution timelines. Increased client satisfaction scores (CSAT) to 5.0 through improved service delivery standards and proactive stakeholder communication. Successfully led the rollout of a new case management system, cutting case processing times by 30%. Show less

  • Vice President Operations

    Aug 2023 - now

  • Director of Legal Operations

    May 2023 - Aug 2023