Koozie Group® Hero: Mary O’Neill

Supervisor of Claims and Factory Direct Teams– Customer Support – Clearwater, Florida

Today we recognize Mary O’Neill for her role as a Supervisor of our Claims and Factory Direct Teams.

Mary joined the company as a temporary employee in September 2014, transitioning to full time in October 2015. Throughout her career, she has held several positions, including Indexing Associate, Clarification Associate, Customer Service Team Lead, Factory Direct Team (Vendor Liaison Team) Supervisor, and Claims Team Supervisor.

As Supervisor of the Claims and Factory Direct Teams, Mary is responsible for each associate on both squads, as well as the customers that they service. A main focus of hers each day is working with escalated cases, which, although challenging, is also enjoyable to Mary.

“The reason for that is because each escalation is an opportunity to learn the root causes of what went wrong and then work on implementing process improvements to provide a better customer experience moving forward,” she said.

One of the best parts of Mary’s job is working with her associates.

“I love being a support for my teammates when they need me, and providing a positive, productive, yet fun work experience for them, as well,” she said. “I’m a firm believer in laughter and making the best of anything that comes our way. Whatever happens, we’re always there to help lift each other up.”

Mary’s favorite part about being a Koozie Group employee is the amazing people she gets to work with each day.

“For the better part of a decade, I’ve been lucky enough to get to know some of the most amazing humans on the planet,” she said. “The people I get to work with make me feel grateful to be a part of their lives, and that’s priceless to me.”

As someone who is very empathetic toward others, it’s no wonder that Mary’s favorite people power is Customer Focus. She always places herself in the customer’s shoes and thinks, “How would I feel in that same situation, and what would I want someone to do for me?”

“That is always my starting point to how I approach what to do next,” she said. “I genuinely love taking all the knowledge I have about the company and using it to do all I can to turn what started as a negative experience into a more positive experience instead. One of the things I love most right now is that my position allows me to continuously work on making process changes for the better.”

On a personal note, Mary just got engaged on March 11 to her fiancée, Adam, whom she says is “the most wonderful man I’ve ever known.” When she’s not busy at work, Mary loves spending time with Adam, whether it’s seeing live music, watching football (“Go Bucs, Pats, and Gators!”), going to the beach, stargazing, working on their first home that they just bought, or attending art shows.

Thank you, Mary, for leading our Claims and Factory Direct teams, as well as your positivity, empathy, and willingness to provide the best customer experience possible!