Lonnie O.
Founding Lead, User Escalations @ Stripe | Technical Operations & Incident Management
- Role
- Escalation Team Lead at Stripe
- Location
- Brooklyn, NY, US
- LinkedIn followers
- 500 followers
About Lonnie O.
I specialize in scaling high-stakes technical operations from 0 to 1. Over the last 4 years at Stripe, I transitioned from a product expert to a Founding Lead for User Escalations in AMER, where I architected the regional systems and playbooks used to protect our most critical users. My expertise lies in high-priority incident management and acting as the primary technical bridge between Engineering, Legal, and Fraud teams. I bring a \"founding\" mindset to every challenge—translating technical complexity and regional risk into actionable operational strategy.
Experience
Escalation Team Lead
Sep 2023 — Present · Brooklyn, NY, US
STRATEGIC LEADERSHIP & PLATFORM OPERATIONS- Interim Team Manager (AMER): Led 7 specialists through mergers; managed mentorship, 1-on-1s, and \"spin-up\" for new workstreams- Enterprise Platform Retention: Technical lead for SaaS partners (GovTech, Pet Services, CRM); built relationships to unblock migrations and prevent churn- Executive Escalations (ECR) Expert: Primary lead for high-visibility technical issues; cited by name for resolving \"unsolvable\" cases for VIP users- Systems Innovation: Spearheaded \"V2.0 UE\" overhaul, reducing Median Resolution Time (MRT)(52% improvement) despite 2x volume growth.PRODUCT ENGINEERING & TOOLING- Admin Dashboard Architect: Replaced manual Google Doc tracking with a centralized User Escalations Dashboard; a single source of truth across Salesforce and Jira- Automated Logic & Alerting: Designed multi-tab priority views with proactive SLA breach alerts for unowned cases (>24h), missing replies, and stale Jira comments- Workflow Automation: Architected cross-platform syncs and Slack notifications, saving 4+ hours/week for specialists and auto-closing 1,400+ cases- Product Advocate: Drove foundational change for Stripe Express, closing a critical gap in Transfer of Ownership workflows.PERFORMANCE & GLOBAL IMPACT-#1 Global Top Escalations Solver (2023–2025): Highest-volume performer globally, resolving 1,170+ cases annually with a 147% YTD productivity rate- Founding Team Member: Scaled UE team from pilot to GA; prevented systemic Account Takeover (ATO) and Trust & Safety vulnerabilities.
Education
Belmont University
Bachelor’s Degree, Mass Communication/Media Studies minor in Journalism and Photography
2015 — 2019
Skills
- Leadership
- Public Speaking
- Organization Skills
- Online Journalism
- Fashion Blogging
- Communication
- Inspiring Leadership
- Microsoft Excel
- Team Leadership
- Social Media
- Social Media Marketing
- Event Planning
- Customer Service
- Creative Writing
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