Steven O'Neil Email & Phone Number

Denbigh, Gb

Cardiff, Wales, United Kingdom

Liverpool, England, United Kingdom

I work several different tasks depending on where the need is. I frequently handle frontline, emails and chats from vulnerable or at-risk customers or law enforcement and am a payments expert. In this part of my role, I investigate anything to do with payments through the banking system. Investigating issues that have arisen, might arise or guiding other staff in their efforts to resolve a problem. At Monzo it’s imperative that you are flexible and so my role changes day to day and I’m always kept on my toes. Attention to detail when reviewing financial crime situations or assessing the needs of customers is key. Outside of my main role I’m also a coach. This means that I’m taken off the front-line to help newer staff train and develop their skills to graduate their probation.

Manchester, England, United Kingdom

My main role as a Senior multi-skill advisor is to take inbound calls, letters, and online communications from customers of Virgin Media that have open complaints, ongoing issues or have called repeatedly over a specific period and ensure the highest level of customer service which can result in a final resolution for the customer and business. The role is target driven, includes aspects of administration, and requires great listening, communication, and organization skills as well as exceptional attention to detail. During my time at Virgin Media I also spent 9 months managing various teams of 15+ staff and helped coordinate and manage the academy during the COVID-19 pandemic supporting the introduction of 500 new customer service staff to the contact center. During this time, I chaired probation review meetings, coaching sessions, training sessions and attended weekly ops meetings and reported on each team and individuals progress.

Newcastle Upon Tyne, United Kingdom

Whilst working for Sage I had the pleasure of working B2B with some large organizations and studying my Sage Accounting Level 4 course which enabled me to support users of the Sage Line 50 software, as well as their IT departments to ensure their system ran smoothly and their hardware was up to standard.

Manchester, United Kingdom

Although hired to work as part of their customer service team, during my time at Sky, I worked with the head of the site, Operational managers and site utilities to implement and maintain changes to internal communications and operations within their Stockport site. Using my self-taught knowledge and previous marketing experience I created an internal website used to communicate events and process changes which included a weekly formatted newsletter that was sent to all staff.

Newcastle Upon Tyne, United Kingdom

When the company was in its infancy customer contact was done by 1 channel and 1 person - which led to miscommunication and often missing opportunities if the one person was not available. My role was to implement customer service processes and multiple communication channels that could be accessed by multiple members of staff, as well as contingency plans, should those methods fail. The role also involved managing customer service and design staff, managing high profile accounts, meeting face to face across the UK to discuss marketing strategies and having an input on design ideas for various clients.