Caitlin O’Neill                                                                                                 choneill@mchsi.com  |  612-987-9877

                                                                                                                                                        Columbia Heights, MN 55412

 

 

 

Objective                      Obtain full-time employment in a team environment that utilizes my skills with

                            customer relations, project coordination, and encourages continuous job training.

 

Summary                       I work well in a fast-paced environment, and enjoy working in team situations.  I am a self-starter and deliver on special assignments. I have excellent interpersonal skills; show initiative, determination, and attention to detail. I enjoy customer interaction and creating win-win outcomes.  I am an honest, reliable, hard-worker, willing to put in extra time to get the job accomplished.

 

Education                     Minneapolis Community Technical College, Minneapolis, MN

                            September 2003 - 2006

 

Minnetonka High School, Minnetonka, MN

                            Graduated June 2003

 

Skills                My technical skills include 10-key data entry, Microsoft Excel, PowerPoint, Word, Outlook, typing 70 WPM, and operating general office equipment.

Daily use of in-house systems, SBN, RPS, Compass, & WinPak card access software.

 

Employment                 Stanley Security Solutions

Plymouth, MN

National Account Project Coordinator

November 2011 – December 2013

In this position I am tasked with coordinating projects ranging from customer wide site surveys to the takeover and new installation of 1000 plus locations. I work with the lead National Account Project Manager per project. This allows me to be involved in many different types of customer projects and work with a variety of people including but not limited to direct customer contact, local branch offices, onsite employees and contractors as well as our in house monitoring, data entry, remote programming, and service departments.

This position requires a range of skills that is ever changing, depending on customer needs. I am able to multitask between projects and customers to ensure the top quality experience for all involved.

 

Within each job my duties range from staying up to date with all service issues as well as follow up with store management after the completion of the project to ensure customer satisfaction as well as understanding of the system(s). I have been required to help troubleshoot onsite issues with customers, branch, and in house departments. As well as facilitate daily reports for the customer in addition to my employer.

 

Stanley Security Solutions

                            Plymouth, MN

                            November 2010 – November 2011

                            Installation / Service Coordinator             

Daily responsibilities entail scheduling technicians, tracking parts, maintaining daily reports, taking inbound customer and branch calls. As well as assisting the service and installation managers in branch operations.

It is required to perform in a high paced environment while multi-tasking up to eight hours a day.

 

Checkpoint Systems, Inc.

                            Chanhassen, MN

                            May 2010 – November 2010

                            Installation Coordinator

My main daily task is to coordinate and maintain installation schedules between technicians and customers. I have direct interaction with technicians, internal company contacts, customer contacts, government officials, and additional vendors.

In this position I negotiate and revise contract agreements with sub contractors, order and track parts and work with sales reps, account reps, and customers to insure proper installation for commercial and government fire, burglary, CCTV, and card access systems. 

 

Stanley Security Solutions

                            Plymouth, MN

                            March 2009 – May 2010

                            Data Entry Specialist

I act as a key contact specialist for a recently acquired company. In this position I am accountable for main data conversions, troubleshooting and quality control as part of the transition. Coordinate with multiple call center operators, branch personnel and customers, daily.

 

In my daily tasks I meet and exceed daily quotas for data changes, including, fax, email and verbal changes. I am often rewarded for excellent work effort and ability to exceed goals. I manage inbound calls from technicians, verify specifications prior to activating an account and ensuring a seamless installation. Managing work orders from all branches and ensuring all details are complete in the system prior to a technician site visit to customer location. I am trained for high-profile customer account entry, assisting technicians and responding to customer requests.

 

Stanley Security Solutions

                            Plymouth, MN

                            November 2007 – March 2009

Technical Assistance Center, T.A.C.

Duties vary widely and require cross team coordination with the RAM and WinPak departments. Required knowledge of multiple panel types and programming process.

Duties include taking customer service incoming phone calls for all departments and troubleshooting with customers and field technicians to eliminate unnecessary service requests.

I also provide video maintenance and troubleshooting for DVR, CCTV, and Card Access Systems. I am the back up for the second shift remote programming team.

 

Access Information Systems

                            Bloomington, MN

December 2006 – November 2007

Field Services Agent

My primary responsibilities vary around monitoring the daily progress of 60 plus inspectors. This includes generating and monitoring late order reports for our over twenty-five clients to provide a timely turn around on all orders. Handling all problems files through the department, missing work, and discrepancies. In this position it is imperative that I am able to work effectively and efficiently with a variety of people including co-workers, upper management, clients, inspectors, home and business owners.

                           

                            Access Information Systems

                            Bloomington, MN

                            April 2005 – December 2006

Assessment Associate

My primary responsibility is preparing assessment searches for Hennepin County. Other responsibilities include customer service, merging the mail daily, paying department bills, running reports, scanning finished work for the department, overlooking cancellation and problem files, as well as logging out processes for specific companies.

 

Volkart May & Associates

                            Plymouth, MN

                            March 2004 – March 2005

Quality Assurance/Call Center

I am responsible for the review and qualification of calls generated each business day. Responsibilities included reviewing leads and listening to digital recordings for accuracy, uniformity, grammar, punctuation, and consistency before sending them to the customer.

 

I flag unqualified leads and notify, coach, and monitor the team for follow up.
I am familiar with all aspects of TeleScript, front-end and back-end.