Christin O'Neill

Experience

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  Household Credit Services

  May 1990 - May 1995

  Vice President, Customer Service Operations

  Managed 4,000 individuals (6 domestic sites) in the provision of customer service. Managed the front line; growing from 1.5 million customers to 15 million in 5 years - Managed onboarding of 2 cobranded accounts (GM and Veritech). Managed 3 system conversions. Managed and directed a cultural change program for the entire bank. Participated in senior leadership rotation program, managing Customer Service, Collections, Fraud/Security, Process Reengineering, Quality Assurance, Training and Leadership Development, Merger/Acquisition operations. Show less

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  Mastercard International

  Jan 1995 - May 1997

  Director Customer Satisfaction

  Designed and developed customer benchmarking and baseline studies for the International credit card industry. Spoke frequently at conferences and provided consulting to issuing banks. Created and managed Customer Advocacy Board.

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  CSR Group, LLC

  Mar 1998 - now

  Principal/Lead Consultant

  Business Owner and Sr. Consultant. CSR Group, LLC is a management consulting and training firm, focusing on service quality, customer service, operational effectiveness, leadership development, strategic alignment. In short, The CSR Approach provides “practical solutions for service excellence”. This means that we identify key opportunities in proven customer centric practices as defined by our AIM model, using the voice of the customer as our road map. From there, we work with you to develop and implement solutions that will most directly impact the experience the customer has with your service organization. Bridging the gap between the voice of the customer and customer centric action requires a “ground floor” as well as a strategic understanding of your service operation, organization and culture. The CSR Approach addresses all of these levels with analytical, evaluative and implementation models as well as training programs that are customized with your customers at their core. These models and training programs are integrated to align the necessary customer centric practices in your service organization. Show less

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  J.D. Power and Associates

  Jun 2000 - Jun 2013

  Senior Consultant

  Key designer and Sr. auditor for the "Call Center Certification Program"