Summary

Overview

Work history

Education

Skills

VOLUNTARY WORK

Timeline

Anna Victoria O'Neill

Droylsden,Manchester

Summary

Offering strong organisational skills and keen ability to manage multiple tasks in fast-paced environments. Knowledgeable about coordinating schedules, communicating clearly, and solving problems quickly. Ready to use and develop skills in time management, teamwork, and communication in a coordination or customer service based role.

Overview

years of professional experience

years of post-secondary education

Work history

FM Coordinator

Johnson Controls

2025.01 - Current

Reactive Scheduler:
Managed handling of incoming calls and drafted email responses linked to high-profile accounts [Equans HMCTS and JLL Rolls Royce].
Managed and prioritised varied and busy workload to meet deadlines.
Evaluating all faults to guarantee timely resolution and diminish risk to customer.
Engaging with relevant departments [Dispatch, Quotes Planning, Installs] to secure on-time fulfilment of works per established SLAs.
Managing coordination with Quotes Team and Account Manager to guarantee efficient quote preparation and client distribution.
Recognising compliance challenges following reactive visits and informing relevant management team member.
Circulating contractor reports, initiating remedial requests and quote requests as needed.
PM Scheduler:
Coordinating with relevant departments regarding Fire or Security assets to ensure timely completion of required inspections as per agreed SLAs.
Managing coordination with Quotes Team and Account Manager to guarantee efficient quote preparation and client distribution.
Recognising compliance challenges following PM visits and escalating to appropriate management team member.
Submitted contractor reports and prepared quote inquiries to facilitate timely remedial actions.
Requested necessary remedial actions based on contractor report findings.

PM Scheduler and Lead Helpdesk Coordinator

Mitie Technical FM

2019.01 - 2024.12

Lead Helpdesk Coordinator - Hard Services Technical FM: - Manchester Airport:
Evaluating all faults to guarantee timely resolution and diminish risk to customer
Employing Maximo for fault referral to in-house engineers or relevant subcontractors according to fault type.
Coordinating with contractors to ensure timely fulfilment of works as per agreed SLAs.
Distributing contractor reports, initiating remedial requests and quote requests when applicable.
Generating purchase requisitions on SAP for quoted services, corrective actions, and component orders.
Reviewed Manchester Airport Group's FM Asset Service Team and communicated updates to Mitie management for report production for MAG.
Train new Helpdesk personnel on full range of Maximo and SAP processes alongside onsite asset utilisation.
PM Scheduler - Hard Services Technical FM: - Manchester Airport:
Assessing which assets demand in-house engineer visits and providing PM lists to Engineer Supervisors, assigning to suitable engineer within SLA for resolution.
Assessing which assets require subcontractor visits and delivering PM lists to appropriate contractors seeking attendance dates within SLA.
Submitting contractor reports, requesting remedial actions, and preparing quote inquiries as needed.
Generated purchase orders on SAP for quoted works, remedial works, and parts orders.
Identifying compliance challenges post PM visits.

Customer Service Administrator

Amey

2014.01 - 2019.01

TOC support: - Govia Thameslink Railway, Arriva Rail London, SouthWestern Railway, London Underground, Virgin West Coast:
Assessing all faults to guarantee timely resolution and mitigate risk to customer
Employed Atlas and DFCIS for diagnosing and rectifying minor faults within onsite display and PA systems at multiple TOCs, referring complex issues to support engineers or software support team as required.
Distributing assignments to 3rd party engineers based on contract stipulations for each TOC.
Coordinating with contractors to ensure timely completion of works as per agreed SLAs.
Uncovering chronic TOC issues via diligent upkeep of Problem & Incidents logs.
Generated weekly and monthly reports on TOCs, sourced from Atlas and circulated to senior management and clients.
Birmingham Tunnels:
Implemented risk assessments, outlined work package plans, drafted maintenance notes and task briefing sheets, sharing with client and attending engineer for PPM tasks and general closures.
Generated reports post-PPM visits and disseminated to senior management and clients.
PEARL Scotland:
Utilising Atlas to document faults reported by clients concerning assets or software and allocating to appropriate software engineers.
ALARM:
Utilise Atlas to document faults reported by clients concerning assets or software and allocate to appropriate support and software engineers.

Regional Helpdesk Administrator

Integrated Dental Holdings

2012.01 - 2014.01

Prioritising all faults to ensure swift resolution and reduce surgery downtime and revenue loss for customers.
Utilise CAFM and Proactis to issue repair requests to contractors upon receiving calls from practices reporting breakdowns in building fabric or dental equipment.
Coordinating with Regional Surveyors, Acquisition Surveyors, and Transition Managers to investigate larger projects (CQC, dilapidation, acquisition).
Engage with Practice Managers, Area Managers, and Regional Managers to communicate status of work requests.
Coordinate with contractors to ensure timely completion of works within agreed SLAs, obtain quotes and investigate inconsistencies on invoices.
Secured relevant certification for projects ensuring adherence to all H&S guidelines.

Administrator

Westwood Security Shutters Ltd

2011.01 - 2012.01

Managed inbound phone calls, ensuring exceptional customer service delivery to clients.
Drafting quotes and transmitting to client after receiving request for new equipment.
Drafting risk assessments, method statements, and operational manuals for new fabrications and installations.
Consulting with suppliers regarding delivery timelines and expenses on fabrication materials.
Organise hotel accommodation for engineers across UK
Requesting settlement of outstanding invoices.

Customer and Accounts Administrator

Early Years Resources/M&S Mercantile

2011.01 - 2011.01

Managed inbound phone calls, delivering exceptional customer service to clients.
Utilising Khaos for processing orders and payments from nurseries and primary schools.
Recorded delivered goods in Khaos, compiling delivery notes and invoices in preparation for payment and receipting.
Revising prototype catalogues.
Coordinating with suppliers to confirm delivery schedules and address purchase order queries.

Customer Service Representative

Taylor Woodrow Facilities Management

2007.01 - 2009.01

Handled significant volume of inbound calls and emails, facilitating rapid resolution of customer concerns.
Prioritising all faults to ensure swift resolution and mitigate risk and revenue loss to customer.
Utilise Maximo to issue repair requests to contractors upon receipt of breakdown reports from businesses regarding building fabric
Coordinating with Contract Managers to clarify larger projects and facilitate quote approvals.
Coordinating with contractors to ensure timely completion of works in accordance with agreed SLAs and secure quotes.