Miran Keogh Email & Phone Number

Manchester, Greater Manchester, United Kingdom

• Undergoing a Product Owner role by defining requirements (user stories) for users and customers for Microsoft to deliver a brand-new platform for Planning & Dispatch in UK Field Operations• Delivering increments to the business for business benefit through integrated systems• Aligning with company strategy to reduce cost to serve by delivering tangible benefits through using AI and automation• SIT and FIT testing• UAT and UVT for different releases in both office and field• Triage lead for critical and non-critical bugs through a Salesforce solution• Working with integration for combining data held in SAP into Dynamics 365• Creating WoW (Ways of Working) documents and videos, allowing users to embed and embrace the change to optimise their performance• Prioritising bugs and builds for best business benefit• Defining product roadmaps, including testing for build and release

Manchester, United Kingdom

Creating plans for operationalising the delivery of a new platform in Planning and Dispatch (P&D).• Design robust project plans, specifically for Resilience and Disaster Recovery for phased delivery of a new platform• Drive Centrica Culture and Engagement through the platform• Create and deliver presentations to wider stakeholders relating to workstream projects

Stockport, United Kingdom

Propose business changes in P&D through thorough deep dives and analysis of ways of working in current business areas• Lead a project for delivery of change and processes in Heating Installations in P&D• Carried out all Test and Learns (T&Ls) for initiatives explored in business areas• Impact assessed and validated all T&Ls and Time in Motions • Understand the operation through working with SMEs and front-line agents• Create and lead weekly governance meetings• Create a legacy pack for changes to be made in business area

Manchester, United Kingdom

Managing a team of customer service advisors and advocatesResponsibilities:• Supporting site and safety• Being an ambassador for the Centrica Values by using Centrica Recognition• Deliver KPIs expected of myself and the team• Provide support with blended call types to increase utilisation• Coach to provide excellent customer service • Case managing complaints • Ensure staff are achieving 100% efficiencies• Ensure the new starts on the team are in a great place to pass probation• Be available for advisors who need extra support with regards to anything affecting their work• Assess a minimum of two calls per agent, per month to deliver feedback, along with ensuring we are doing what is right for the customer, at all times• Have regular 121s with the team, involving analysing KPIs, improvement areas, recognising areas succeeding in and development opportunitiesAchievements:• Proposed new wording to reduce erroneous transfers to save the business money (this has been approved and is in the stages of getting deployed)• Effectively deal with manager complaints where customers remain happy and want to stay with British Gas• Managing extremely difficult absences with employees I had never met, yet was made their team manager• Understanding the ins and outs of HR processes to ensure I am doing the right thing for the business and the employee• Passing Agent Assurance – being able to mark agents calls compliantly• Getting involved in STAR (Study, Test, Act, Review) and gaining a qualification in Lean Competency System Level 1a • Achieving 32.9% efficiencies (team collective) in March and 100% efficiencies (team collective) in May• Increasing overall delivery of KPIs from my team by over 30% in two months• Coach and lead each person differently in a style which will have big performance impact• Set up individual development plans for my team and find work to accommodate their future aspirations

Manchester, United Kingdom

• Analysed site attrition to find trends and propose changes to the business to limit the attrition level, presented in Monthly Business Reviews• Analysed site absence to find trends with absence, managers, processes and bringing back staff as soon as possible by adjusting current processes

External Collaboration and STEM Lead for Centrica Women's network to help bring young females into STEM subjects through innovative ideas.

Hiring talent for the Business Management Graduate Scheme. Managing the new graduates coming through the business as their graduate talent manager.

Manchester, England, United Kingdom

Centica Women's Network lead for two offices based in Manchester

Manchester, United Kingdom

London, United Kingdom

Wimbledon Championships

Wimbledon Tennis Championships.After positive feedback from previous managers and the area manager, a promotion to assistant manager after two years was offered to me in 2013.Key responsibilities were:• Manage forty staff in the Competitors Restaurant (a private area for competitors and their guests only) • Cut hours budgeted by writing effective staff rotas.• Keep morale of staff up and ensure all are happy and productive for greater efficiency as well as all maintaining professional appearances at all times.• Completed training in awareness of suspicious behaviour and potential terrorist attacks.

Sheffield, United Kingdom

I worked at the AMRC with Boeing in the composites centre for my year in industry. During the course of the year, I was exposed to research and development and manufacturing methods in the composite industry. I worked on funded projects (by aerospace and automotive companies) and was able to see the end of a project as well as the beginning, allowing me to be fortunate enough to understand how funding and budgeting works in this industry. Main tasks I undertook:• Developed, redesigned and executed the operating procedure and test methods for an existing project.• Managed the practical side of a research project on dry carbon fibre and contributed to project report writing.• Implemented a spreadsheet to combine thousands of data sheets into one to then analyse.• Delivered a presentation on weaving and compiled an instruction booklet for the set up and use of a weaving machine acquired.• Manufactured complete composite parts.

Wimbledon Championships

I worked for three weeks over the summer at Wimbledon Championships as a food service assistant and cashier before being promoted to assistant manager.Job duties:• Work in a team of forty people to deliver the finest service for Wimbledon.• Maintain high presentation of yourself at all times.• Take initiative when tasks need doing without being told• Cashier skills included having great communication skills to talk to customers when serving on the till, setting up and cashing up the tills.

Bachelor’S Degree, Textile Sciences And Engineering, First With Honours

Electrical And Electronics Engineering, 1St Year

The University Of Manchester Integrated Science And Engineering Foundation Programme

The Integrated Foundation Year is 'year zero' of a four or five year course leading to a degree from one of the schools of science.

Education record