Change Management Business Transformation

KATHLEEN PATRICK O'NEILL

************@*****.*** *275 San Jose Blvd

Phone: 1-919-***-**** Jacksonville, FL 32207

SUMMARY

Accomplished, highly effective, motivated, loyal and dedicated leader with years of diversified change management, program/project management, communications, marketing, and operations experience who delivers results.

PROFESSIONAL EXPERIENCE

KPO Global Consulting 2013-

President and CEO

Provide services for multiple levels of clients ranging from executives, stakeholders, employees, customers and partners in small, medium or large size businesses. Own and manage client relationship, delivery, financial and resource management.

Responsible for project, program and product management through the full transformation from requirements gathering to implementation and measurement.

Lead development and execution of business and organizational change strategies. Produce high quality go to market, marketing, communications, learning and development, and change management plans and deliverables based on business intelligence and analytics. Include an omni channel integrated approach inclusive of conventional, digital and social media marketing.

Work closely with clients and demonstrate professional knowledge to ensure that the work products and deliverables are of the highest caliber to ensure client satisfaction.

Apply subject matter expertise to identify, develop, and implement techniques to improve engagement productivity, increase efficiencies, mitigate risks, resolve issues, and optimize cost savings and effectiveness for each client.

The Gap

Senior Manager of Change Management 2022-2022

Developed and executed comprehensive change management strategies for technology program-level initiatives across multiple projects throughout Gap Inc. and drove collaboration and improvements within the Change Management team.

Leveraged the Gap Change Management Operating Model, oversaw its creation, and led the development/execution of project level change management activities/deliverables for major new technology initiatives.

Created impact assessments, governance and sponsorship engagement strategies, sponsor roadmaps, and plans across communication, coaching, training development and delivery while proactively finding solutions to mitigate risks.

Collaborated with stakeholders across the organizations to drive awareness, built desire, increased adoption, and defined and measured success metrics.

Worked as a coach and internal change consultant to project sponsors, senior leadership and project teams.

Created a sustainability strategy and execution plan to ensure stakeholder groups can sustain adoption post roll out and own future ongoing improvement efforts.

Johnson & Johnson 2019-2022

Global Organizational Change Manager/Business Adoption Lead

Led Change Management projects including stakeholder analysis & engagement, leadership/sponsorship engagement, change network implementation, communications, change impact collection, assessment, and mitigation.

Worked in enterprise level environment (cross-functional IT and business landscape) and supported the implementation and integration of Complaint Management, Escalation, and other Quality system focused projects.

Conducted analysis and develop organizational change management business adoption strategy (end to end) working with the business, operations, and IT at a global level; Built relationships to ensure a smooth transition into new technical environments.

Worked with a mature set of templates and playbooks to author and distribute change management communications to the end user environment; Set up accurate groupings and mapping of users to their appropriate roles for communications and training.

Developed all baseline and training materials associated with stakeholders, impacted organizations, and all associated cross functional partners.

Cisco Systems - Raleigh, NC / Jacksonville, FL 2008-2012

Global Customer Operations/Customer Experience Communications & Change Management Manager

Managed the Worldwide Customer Operations (CO) change management and communications team that provided services for multiple levels of clients ranging from executives, stakeholders, impacted employees, customers and partners.

Analyzed projects and processes on quarterly basis and ensured resources were allocated in best manner to produce high quality communications and change management plans; implemented process improvements and managed project portfolio (PMO).

Researched individual project/program/initiative/organizational needs, validated impact assessments, then created and implemented integrated, strategic and comprehensive plans and deliverables providing end-to-end support for full project lifecycle.

Increased awareness, understanding and drove adoption for process, policy, and system changes, merger & acquisition integrations, as well as large scale roll outs of CRM (SFDC) and other commerce oriented implementations and releases including crisis communications.

Executed plans via the utilization of multiple channels including conventional, digital, and social media technologies as well as global adoption & change networks; measured success via metrics and analytics.

Worked collaboratively with functional and cross functional teams to garner support, alignment, and develop content.

Cisco Systems - Raleigh, NC / Jacksonville, FL 2007-2008

Global Sales Operations/Sales Enablement Marketing Communications Manager – US-Canada

Developed and implemented integrated strategic marketing communications plans for field and theater audience to increase awareness and adoption of Global Ops programs and systems in synergy with theater initiatives.

Collaborated cross functionally with leadership, program managers and extended communications teams to gain alignment and consensus on communications plans, priorities, and deliverables including messaging platforms.

Integrated messaging and analyzed marketing communications vehicle mix to ensure most impactful and effective packaging and delivery of the right info at the right time to the right audience via optimized digital and conventional channels measuring results.

Defined strategies, programs and processes to optimize field-facing communications while supporting the objective of enabling greater sales productivity.

Created and executed executive communications for US-C sales enablement leadership.

Citigroup - Jacksonville, FL/Baltimore, MD/New York, NY 2006-2007

North America CitiFinancial and Citibank IT Vice President of Communications – Executive Communications

Managed communication needs of CIO and teams of CitiFinancial and Citibank IT through comprehensive communication plans utilizing a mix of various marketing channels encompassing traditional and digital methods of delivery.

Developed and executed communication strategies for North America IT (NAIT) to promote key initiatives and cultural change.

Achieved alignment between CitiFinancial, Citibank, NAIT and the businesses.

Increased employee participation in Voice of the Employee (VOE) Initiative. Created and implemented action plans around the VOE results including Recognition strategy aligned with Global Consumer Group.

Created weekly, monthly, quarterly and annual reports for executive management working in conjunction with the Data and Analytics teams.

Hewlett Packard - New York, NY/ Raleigh, NC 2004-2006

Global Customer and Sales Operations Marketing Communications Manager

Provided strategic marketing communications services for Executive Vice Presidents and teams of Content & Product Data Management, Customer Knowledge Management & Analytics, Internet & Marketing Services through the development and execution of integrated strategic marketing communications plans increasing understanding, awareness and driving global adoption of assets and processes to internal and external audiences via conventional and digital marketing platforms.

Created and delivered executive communications for Senior Vice Presidents.

Extended vertical thought leadership by ensuring that HP gained visibility in the press and with analysts through messaging creation, executive messaging training, analyst briefings, press interviews, keynote speeches at industry conferences and awards.

Promoted collaboration and alignment across multiple organizations in a complex, matrixed company by working with global operations, regions, business units and corporate marketing to ensure consistency, efficiency and effectiveness.

Gained customer, competitive and market intelligence; benchmarking against competitors and working to create best of breed case studies to cement HP as the thought leaders in the industry.

Hewlett Packard - New York, NY 2002-2004

Global Enterprise Business Strategy & E-business Operations Program Manager

Engaged with regional, worldwide and business unit contacts in business development and planning for eBusiness initiatives.

Created and drove requirements to implement a unified, worldwide content management system.

Worked on worldwide dev team to contribute business requirements for CRM and PRM systems and portals for enterprise space.

Analyzed ESG hp.com web assets to drive consolidation of sites and consistent messaging to increase efficiencies. Coordinated WW Enterprise Software constituents to gain consensus on hp.com page structures and web strategy.

Designed recommendations to consolidate contact center tools for inside sales reps; created reps desktop of the future and developed and implemented teleweb integrated coverage model.

Compaq Computer Corporation - Houston, Texas 2000-2002

North America Enterprise Partner Marketing Manager

Developed and managed go to market and marketing plans and programs for channel business partners in Enterprise Space in alliance with ISVs, resellers, Consultants, System Integrators, Developers and Direct Value Added Resellers, xService Providers, and Distributors.

Drove assessment of overall readiness to deliver marketing and sales content to business partners. Reached marketing budget quarterly to ensure maximized impact. Adjusted plans based on analysis of results.

Created and implemented business requirements for software application development of NA Partner Leads and Locator programs with new 'best of breed' functionality; served as worldwide liaison.

Nominated as Core team member for elite e-business enabler program from initial strategy to operational details to launch.

Collaborated with Global Services teams to create and execute marketing programs for storage products & services for channel partners.

Created business requirements and gained in depth knowledge of CRM and PRM software, strategies and deployments.

GRADUATE/UNDERGRADUATE INTERNSHIPS

ExxonMobil - Buenos Aires, Argentina 1999

International Marketing Associate; Departamento de Desarrollo de Negocios

Conducted competitive pricing analysis that resulted in price changes to compete in the local market.

Coordinated promotion involving Esso, Coke and Disney. Devised new strategy for Esso brand; Positioning & merchandising of products.

Compiled data and analyzed monthly trends for service centers.

Federal Bureau of Investigations (FBI) - Philadelphia, PA 1990, 1991

Undergraduate Intern – 2 years

Attended a specialized school in Hostage Negotiations – certified through 40 hour basic course.

Worked with Major Motion Picture teams to confiscate and seize bootleg VHS tapes for evidence in trial.

EDUCATION

Thunderbird, School of Global Management, May 2000, Glendale, AZ - Masters of Business Administration in Global Management -

Focus: Global Marketing

Clemson University, December 1993, Clemson, SC - Bachelor of Arts in Psychology with a minor in Sociology

Yale University– June 2020, The Science of Well-being certification

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