Keith Jerome O'Neil
Portsmouth
Summary
Increased team performance by 20% through targeted communication and adaptability training. Managed a team of 23 agents, providing mentorship to surpass performance metrics while navigating compliance and operational challenges.
Overview
11
11
years of professional experience
1
1
Certification
Work History
LDP Service
GEICO
Virginia Beach
05.2025 - Current
- Led morning power sessions briefing agents on state and company updates while reviewing goals and tasks for the week, month, and year.
- Directed a team of twenty-three agents while personally mentoring four to hit metrics, manage workday absences, address concerns, and ensure performance compliance.
- Conducted live monitoring and coaching sessions, with action item execution audits, and MOAT compliance reviews to optimize performance.
- Drove MOAT performance using assumptive closes while embedding behavioral targets through daily coaching drills and live roleplay.
- Provided targeted resources, scripts, cheat sheets, and live walkthrough to enhance average handling time, reduce calls per hour, and improve survey metrics.
- Thrived in a demanding environment with customer-focused communication and solution-driven tactics.
- Navigated state specific requirements to efficiently handle insurance requests.
- Collaborated with members of management in a fast-paced environment to ensure efficiency in the workplace.
- Closed gaps in knowledge, skills, and capability through clear communication, hands-on training, and efficiency hacks, enabling agents to overcome barriers.
Service Agent
GEICO
Virginia Beach
04.2022 - 05.2025
- Resolved customer concerns about insurance premiums, endorsements, driver's license issues, and DMV inquiries, enhancing turnaround time.
- Navigated efficiently through various state requirements to effectively service the insurance request.
- Performed in a fast-paced environment while demonstrating customer-friendly communication skills and solution-focused tactics.
- Exhibited sharp mental focus and calmness while swiftly and accurately multitasking in a fast-paced environment.
- Led morning power sessions to inform agents of state and company updates, aligning team goals and tasks for the week, month, and year.
- Maintained and held licensing in all major states, including MD/CA/WV/NY/VA/FL/PA/NC.
Chauffeur
Virginia
Virginia Beach
03.2021 - 11.2023
- Navigated city routes efficiently to ensure timely transport of passengers.
- Communicated estimated arrival times effectively to all passengers.
- Helped passengers by loading and unloading their luggage during transport.
- Cleaned vehicle interiors and exteriors regularly to maintain cleanliness and functionality.
- Investigated alternate routes to prevent traffic delays caused by construction or accidents.
- Managed daily schedules and client interactions to ensure seamless operations and high satisfaction.
- Coordinated with team members to promptly resolve issues, fostering accountability and trust.
Marina Diesel Mechanic
Hyatt
Virginia Beach
02.2019 - 03.2021
- Diagnosed and repaired complex marine diesel systems, ensuring safe operations and timely project completion.
- Diagnosed mechanical issues using diagnostic tools and software.
- Repaired fuel systems, brakes, and exhaust components efficiently.
- Performed routine maintenance on diesel engines and related systems.
- Mentored junior technicians, delegating tasks to enhance team skills and operational effectiveness.
Medical Caretaker
Virginia
Virginia Beach
08.2018 - 01.2019
- Provided hands-on patient care, prioritizing comfort and recovery while managing medication schedules and maintaining accurate documentation.
- Supervised visiting aides to ensure compliance with care protocols and deliver compassionate support to patients.
- Executed daily tasks efficiently to meet established care objectives.
91B/Estate Management
United States Army
WA
05.2015 - 01.2019
- Supervised maintenance teams and facility operations for up to two hundred personnel, trained recruits on equipment safety, and streamlined inspections and paperwork to minimize downtime.
- Executed daily operations with precision, ensuring timely completion of tasks.
- Excelled in high-stress environments, applying discipline and adaptability to enhance team performance during crisis management.
Education
Associates Degree - Information Technology
Tidewater Community College
Virginia Beach, VA01-2015
Skills
- Customer service
- Training and development
- Employee engagement
- Efficiency optimization
- Regulatory awareness
- Conflict resolution
- Problem solving
- Critical thinking
- Team collaboration
Certification
- Expert in Microsoft Office (Word, PowerPoint, Excel), with 100-200 level certifications.
- Expertise in management efficiency, conflict resolution, and HR level one.
Accomplishments
• 10/08/22, Achieved pay grade 61
• 01/14/23, Achieved pay grade 62
• 05/27/23, Achieved highest pay grade 63
• Countrywide top performer 2022-23
• EPR Bonuses, Merit Increases
• Recognized for agents early advancement
• 01/14/23, Achieved pay grade 62
• 05/27/23, Achieved highest pay grade 63
• Countrywide top performer 2022-23
• EPR Bonuses, Merit Increases
• Recognized for agents early advancement
Personal Information
100% Disabled Veteran with Honorable Discharge, excelled in high-stress environments, applying discipline, adaptability, and crisis management to drive team performance.
Supervision Experience
Supervised employee performance against training standards, held one-on-ones to align on goals and expectations, enforced regional policies, and kept current on benefits updates.
Results At A Glance
- Boosted 50% of agents to early certification, driving 8% production increase.
- Turned two declining teams around with coaching, spiked morale, attendance and performance by 30%.
- Created department-wide birthday trackers, scored manager shout-outs.
- Elected as interim leader for May orientation class, nailed logistics like ordering clones and hit deadlines on time, so the class proceeded smoothly.
Timeline
LDP Service
GEICO
05.2025 - Current
Service Agent
GEICO
04.2022 - 05.2025
Chauffeur
Virginia
03.2021 - 11.2023
Marina Diesel Mechanic
Hyatt
02.2019 - 03.2021
Medical Caretaker
Virginia
08.2018 - 01.2019
91B/Estate Management
United States Army
05.2015 - 01.2019
Associates Degree - Information Technology
Tidewater Community College