Kathy loves to travel with family, especially the coastlines of New England and mountains of New Mexico. In her spare time, Kathy enjoys renovating old properties and refinishing/repurposing furniture.
Managing Vice President, Customer Experience
Kathy O’Brien exemplifies the GC spirit of collaborative partnership, with clients, colleagues, and employees alike. As Vice President of Operations, she oversees several offices and client partnerships, and is responsible for ensuring we provide exemplary service to our clients and their customers. She has over thirty years of experience in the business process outsourcing industry, beginning as an account representative and working up to her current position. She also serves as a key member of GC Services’ call center implementation team.
Kathy recently headed up our tolling customer care project in North Carolina, where she instilled customer service standards in all employees, resulting in an improved customer experience and an average 4.8 out of 5 on CSat survey scores. She improved efficiencies, supervised the redesign of training material, and updated and improved quality expectations and monitoring standards, as well as supervised the update of SOPs and project documentation.
As she mentors her leadership team, she exemplifies and stresses the importance of two-way communication and a team approach that leads to problem-solving capabilities. She is always seeking new ways to motivate and encourage her staff, and is committed to their career advancement. She firmly believes in investing in employees and their development, as that benefits the employees and the company as a whole.