Steve Cadden Email and Phone Number

Quality Assurance: Built automated testing using Cypress and Golang. Refactored existing Cypress code base for improved use. Implemented Cypress parallelization and Cypress sessions to reduce overall test running times (from 22 mins to 4 mins for full test suite) and as a future-proofing strategy. Built automated API tests in-house. Tested as part of key business releases to production. Investigated and implemented mobile app testing using Appium, conducted manual product testing including providing detailed feedback. Owned bugs to resolution.Backend experience: using Golang to build micro services calling gRPC’sFrontend experience: using Typescript and React

13 weeks full-stack web development bootcamp.Languages and technologies learned include: HTML5, CSS, JavaScript (ES7), Git, GitHub, RESTful APIs, C#, .NET, ASP.NET Core, XUnit, PostgreSQL, React, Jest, Unity, Storybook, SOLID principles, Agile Methodologies, Pair Programming and Team Projects.Completing weekly projects, and a final 2 week project planning, building and deploying a full stack app.

Adjudicator for payment protection insurance mis-sell complaintsAssessing payment protection insurance cases on credit card, mortgage and personal loansResponsible for delivering an opinion on these assessments by phone and in writing.Effectively Communicate with consumers, businesses and colleaguesPreparing cases for an Ombudsman final decisionAdministrative work by logging new complaints to progress cases forward

Preparation of case files for Ombudsman casesResponsible for implementing Ombudsman final decisionsDealt with all Early Resolution cases for First UtilityOversaw dispute cases for new cases and/or failed remedy implementation chargesSupport “2nd line” teams by taking on new complaints and see these through to resolution or deadlock stageResponsible for authorising refunds for the Ombudsman team

First stage complaints resolution, through inbound and outbound callsLogging complaints resolved by other business areasReplying to customers online messagesTraining of new members to the team

Investigating complaints through communicating with internal and external departments, investigating accounts, problem solving and speaking with customersBuilding relationships with customers through effective verbal and listening skills, taking ownership of cases and meeting a customer’s expectationsResponsible for issuing the businesses written final response on a complaint through letters and Browser Based MessagesEffectively managed workload through organisation and prioritising work to ensure that complaints are responded to within service level agreementsTraining of new members to the team

• Handling high volumes of inbound calls as a first point of contact• Following key processes to exceed team and individual targets• Maintaining data protection and striving for excellent customer service

Preparing specimens for first stage testing and booking specimens into a computer system. Stock taking and restocking of supplies. Providing test results to hospital staff over the telephone. Training of new staff members in the job role and providing assistance when required.

Inputting and correction of patient records into a new In-patient management system, which was launched in July 2007, to ensure details were correct and up to date.