Amy Oneil

Palm Bay

Summary

Dedicated professional with a strong background in account management support and customer service. Highly motivated, self-starter skilled in effective communication and problem-solving, committed to enhancing client satisfaction and operational efficiency.

Results-driven professional with expertise in account management support and customer service. Proven ability to enhance satisfaction through effective problem-solving and process improvements.

Overview

years of professional experience

Work History

Account Management Support

Nextech NA

04.2022 - Current

Delivered ongoing account management support to commercial clients, aimed at maintaining high standards of detail and reporting accuracy.
Assisted account management and commercial colleagues in daily operations, focusing on job status scheduling and timely task execution.
Collaborated with team members to enhance service and customer satisfaction.
Implemented process improvements that streamlined operations and reduced response times.
Managed escalated customer complaints, ensuring timely resolution and follow-up.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving delays and conflicts.

Customer Service/Dispatcher

Nextech NA

01.2017 - 03.2022

Coordinated scheduling and dispatching of service technicians to optimize workflow efficiency.
Handled customer inquiries and complaints with precision, guaranteeing timely resolutions and enhanced satisfaction.
Implemented process improvements that enhanced response times for service requests.
Trained new team members on dispatching software and customer service protocols.
Collaborated with field teams to ensure alignment on job priorities and resource allocation.
Streamlined communication processes between customers, technicians, and management for improved service delivery.
Resolved conflict situations professionally, resulting in positive outcomes for both customers and the organization.

Education

Associate of Arts - General Studies

Eastern Florida State College

Cocoa, FL

05-2026

Skills

Account management support
Work order management
Customer service

Data entry
Microsoft Office Suite
SmartSheet

Timeline

Account Management Support

Nextech NA

04.2022 - Current

Customer Service/Dispatcher

Nextech NA

01.2017 - 03.2022

Associate of Arts - General Studies

Eastern Florida State College

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ul liWorking as part of the Corporate IT Team for a US based clients of Incedo Inc./li liFirst and Second Level Support in Windows and VMware environments./li liHands on experience of managing Incidents and Requests using ITSM tool./li liProviding desktop support to employees by implementing ITIL concepts in person and using remote tools./li liCoordinating with Users and Coworkers remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket./li liWorking on MS Active directory to apply group policies, password reset and directory management and for frequent user account lockout issues in a timely manner./li liAdhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests./li liRespond to outages both during normal business hours and after hours on a need basis (on-call support)./li liVulnerability and Patch management along with VM Backup./li liInfrastructure Monitoring and Resolution of Alerts generated by IT Devices./li/ul at Incedo Inc.ul liWorking as part of the Corporate IT Team for a US based clients of Incedo Inc./li liFirst and Second Level Support in Windows and VMware environments./li liHands on experience of managing Incidents and Requests using ITSM tool./li liProviding desktop support to employees by implementing ITIL concepts in person and using remote tools./li liCoordinating with Users and Coworkers remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket./li liWorking on MS Active directory to apply group policies, password reset and directory management and for frequent user account lockout issues in a timely manner./li liAdhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests./li liRespond to outages both during normal business hours and after hours on a need basis (on-call support)./li liVulnerability and Patch management along with VM Backup./li liInfrastructure Monitoring and Resolution of Alerts generated by IT Devices./li/ul at Incedo Inc.