Steven Moran Email and Phone Number

Key responsibilities included, working in connection with Welders, Pipe-Fitters, Platers, Riggers, Rope Access workers and Mechanical Fitters during the completion of projects for Oil and Gas industry clients. Tasks undertaken included setting up appropriate welding equipment, burning equipment and general maintenance work on board an FPSO and on a Module platform being refitted and constructed on site. I was also required to conduct work in vessels, cargo and water ballast tanks and engine rooms on the FPSO and act as Tank Stand by Man on a number of occasions for confined space activities. In this role I also assisted the Health and Safety department on various safety campaigns to assist my NEBOSH qualification.

Key responsibilities include dealing with customers request for financial assistance with maintaining regular mortgage payments in the event that they are going to fall into arrears and investigating circumstances to educate customers on importance of budgeting.I was also involved in various campaigns to aid customers in planning and implementing repayment strategies for their interest only mortgages.

Key responsibilities include dealing with local football associations and other junior coaches and league administrators throughout a footballing season to ensure that fixtures were able to be played. I was also involved in fundraising to maintain cash flow for the booking of facilities for fixtures and training as well as kits and equipment and tournament fees. My main responsibility was the nurturing and developing of a group of juniors with aspirations of becoming footballers.

Key responsibilities include handling the transfer process of ISA’s from customers existing providers to Northern Rock Plc. • CUSTOMER FOCUS: Ensuring efficient transfer of customer’s funds from start to finish to the correct accounts ensures that the customer’s needs and expectations are delivered and satisfaction is reflected in the fact that no complaints have been received pertaining to the handling of accounts. • ACCURACY: Consistent performance in terms of productivity meeting accuracy levels of above 98%.

Key responsibilities include handling non-complex and complex financial client cases using a national phone system.• KNOWLEDGE: Extensive benefits knowledge has aided me in maximising the income of my clients in order to help them restructure their finances. I have successfully maximised my clients incomes using my knowledge of the welfare benefits system to give them a more secure financial standing. • SOCIALWELFARE: This enables me to ascertain which methods are necessary when dealing with a variety of clients with unique circumstances.

Key responsibilities include handling non-complex and complex benefit cases through a national phone system. • KNOWLEDGE: My previous experience in benefits has aided me in obtaining and collating the appropriate information to assist my clients with their enquiries and structuring cases for them. • SOCIAL WELFARE: My strong experience in dealing with social welfare issues enables me to ascertain which methods are necessary when dealing with a variety of clients with unique circumstances.• ATTENTION TO DETAIL: This is key to the number of successful outcomes I have achieved to date: I achieved a high number of successes in appeals in both tribunal and prior to

Due to my positive reputation, I was requested to supervise the ESA Telephony Team.• TARGET DRIVEN: Targets I specifically set were t ensure a positive customer service experience and included length of time on the line and time taken to resolve query; I ensured that the maximum amount of information was capture to ascertain the next stage of the call and a three hour call back policy was adhered. Increased capture of information resulted in quicker resolution to the query and this was noted in improved successful call back rates and decreased repeat calls. • REVISION OF JOB ROLES: Effective liaison with other departments to determine the responsibilities of the new team enabled me to successfully roll out new job roles and ensured consistent meeting of targets increased confidence of staff. • TRAINING: I implemented a training programme to re-educate staff on their role requirements which increased performance standards proven through appraisal feedback and measured against performance management indicators.• INNOVATION: I designed and chaired a departmental focus group to discuss relevant concerns and devise appropriate solutions which strengthened team spirit and performance.