Kaylin O'Neill Email & Phone Number

Boston, Ma, Us

Boston, Massachusetts

Greater Boston Area

AwareManager, now a Building Engines company, provides facility management solutions for the world’s most recognized facilities and organizations, including world-class commercial and residential property portfolio management firms, leading corporations, top tier sports organizations and leading hospitals nationwide.-Troubleshoots and resolves client support requests for multiple software products. -Manage's 300+ client tickets on average a month and exceeds set benchmarks for client satisfaction, resolution time, and initial response rate. Maintains a 98.2% client satisfaction rating on average per year. -Manually performs regression testing for new and existing features on mobile devices and desktop browsers to find bugs within the product and works closely with the Product team to ensure bugs are fixed appropriately. -Communicates effectively and cross functionally with the Client Success team to assist in gathering requirements for project implementation and configurations.-Trains clients to ensure they are using best practice techniques to guarantee optimum use and satisfaction of product. Builds customer relationships to promote retention and growth.Creates documentation internally to ensure Client Success team is offering clients with the most up to date documentation.

Greater Boston Area

-Monitored client support que, prioritized, and documented work in a dedicated ticketing system for two products.-Conferred with Implementation Managers and Developers regarding issues reported by clients.-Performed remote desktop installations for users. -Created Jira tickets for product bugs and enhancements reported or requested by clients.

-Assisted individual students with classroom activities to provide a safe and positive learning environment.-Collaborated with classroom teachers to assist in the evaluation of students’ progress against objectives in Individual Education Plans (IEP).-Successfully performed a range of roles as staffing necessitated (Special Ed, School Psychologist, and Kindergarten Paraprofessional).-Supported students in crisis by following appropriate nonviolent crisis interventions.

Master Of Education (M.Ed.), Counseling Psychology

Bachelor Of Science (B.S.), Criminal Justice And Corrections