1. STEPHEN MOORE
11 Rock Road, Blackrock, County Dublin
+353 87 291 9396 / stephencp67@gmail.com
http://ie.linkedin.com/in/stephencmoore/
PROFILE
Career Aim:
Pro-active and highly motivated professional with proven skills in client
service, communication, project management, problem solving and
administration. Excellent customer service skills. Keen to further develop my
career within Human Resource Management, including Talent Development,
Employee Engagement and Personal Development.
Languages: Italian(Fluent),German(Fluent)French (Basic).
EDUCATION
2012-2015 NATIONAL COLLEGE OF IRELAND.
MA in Human Resource Management (CIPD Accredited) - Second Class Honours
Modules:People Resourcing,Talent Development,HRMinBusinessContext,
Employee Relations,EmploymentLaw,Mediation,CoachingSkills.
2011-2012 DUN LAOGHAIRE COLLEGE FOR FURTHER EDUCATION.
Advanced Certificate in Business Enterprise and Management.
Advanced Certificate in ECDL – Microsoft Programming.
1995-1996 QUEENS UNIVERSITY BELFAST, Belfast.
City and Guilds, Certificate in Marketing.
1985-1989: UNIVERSITY COLLEGE DUBLIN.
BA (Hons.) Modern Languages and Literature - Italian and German.
1973- 1985: BLACKROCK COLLEGE, Co Dublin.
Leaving Certificate –7 Honours
PROFESSIONAL EXPERIENCE
2013 – To date Citibank, North Wall Quay, Dublin
Senior Customer Service Analyst, Client Delivery.
 Support, mentor and coaching for both new and existing Staff.
 Facilitation and Implementation of a new hire administrative procedure.
 Review and analysis of staff procedures in line with KPI’s.
 ResearchandTrainingneedsanalysisforstaff and departmental requirements.
 Bespoke delivery and design of training to all staff.
 Evaluationof recruitmentandtrainingfordepartment’srequirements.
 Effective and timely communication to management
 Systems SME and Project Management for System Users.
 Promoted to Senior Customer Service Analyst Dec. 2015.
 Support in appraisal process and providing feedback to employees.
Citi Innovation and Citi Lean Projectwork including:
 Reviewing and introducing structured unified training for systems.
 Providingtransparentandaccessible developmentstructure foremployees.
 Reviewingandimplementingprocedural staff process improvements.
 Promotionof the online remote trainingcourses.
 Pivotal memberof the VOEteaminvolvedinsettingupthe New Hire onboard
administrationtostreamline the processfornew employees hiring.
 Ensuringthat policiesandproceduresare complianttolegal andcompany
standards.

2. 1997-2011 BRITISH AIRWAYS PLC, London Heathrow
Cabin Crew
 Responsible for safety and providing excellent Customer Service.
Selection & Recruitment Officer:
 Involved in the design and execution of three recruitment drives.
 Team leader in determining the target labour market and job descriptions.
 Involved in the administration and selection process from application to
induction period. Completed an analysis of the success of the programme to
determine matrices in terms of turnover ratio.
 Support as appropriate the recruitment and selection of employees at all
levels of the organisation in line with the resource needs of the operation.
Provide support to all departments and business units on resource
requirements, critical HR data, employee relations issues and general HR
support.
Customer Service Trainer.
 Training course design for induction courses to optimise available resources.
 Involved in internal recruitment of trainers and delivery of “Train the Trainer”
courses. Supervision of new trainers and team leader in project work.
 In-flight Medical Training, Crew Resource Management; Customer Service
Delivery
Project Team Leader.
 Development of Travel Insurance Selling Techniques for Telesales agents
 Systems Development and Testing for British Airways Reservation Systems.
 Consultantina BA TelevisionAdvertCampaignwithSaatchi AdvertisingAgency.
 Research, design and production of a Travel Agent Training Video.
1996-1997 NORTHERN BANK, Cregagh Road, Belfast-
 Cashier and Customer Service Agent.
1995-1996 Various Temporary Positions in Book Keeping
 Worked in various temporary positions in book keeping and accounts.
1993-1995 TRAVELLING WORLDWIDE
1990-1993 SUN ALLIANCE INSURANCE PLC. (Europe), London.
 Senior Assistant Commercial Property Underwriter.
1989-1990 ST. GEORGE SCHOOL OF ENGLISH, Baker St. London.
 Teaching English as a Foreign Language to Cambridge Level.
1988-1988 Benetton,Munich.– Salesand Administration.
1986-1987 HILTON HOTEL, MUNICH.
 Administration and Customer Service
INTERNSHIP PROJECT ROLES 2011 to 2013 – Part time roles
2011- 2013 HMP Financial Services,Blackrock.
Analysisof recruitmentandadvertisingstrategy
Implementationof astaff operatingprocedure inaFinancial Advisorsoffice.
Settingupof managementreportstomonitorstaff performance
Trainedstaff intouniformedusage of the new system
2012 -2013 “Le Plancha” Restaurant, Blackrock.
Settingupa traininganddevelopmentprogramme forstaff.
Settingupa roster systemthatlinkstopayroll systeminExcel.
Introductionof a structured Recruitmentandstaff training process.

3. INTERESTS AND ACHIEVEMENTS:
 Volunteer work with the Junior Achievement during 2014 and 2015
 Selected as Fire Warden for CitiBank.
 Client Tours Officer – organising professional client visits to site.
 Student of the Year – Dun Laoghaire College of Further Education 2011-12.
 Completedthe BusinessPlanforanew start upbusiness –ArtisanOrganic
Chocolate fromBean2 Bar - http://www.wilkieschocolate.ie/
 ElectedCabinCrewMentorby Peerseveryyearfor10 yearsfrom2001.
 VolunteerFundraiserforSave theChildrenrisingover£100,000 overthree years.
 Company Director of a Gym for 7 years
 Extensive worldwide traveling and casual work.
 Qualified Personal Trainer and Fitness Instructor – YMCA Certificate.
REFEREES AVAILABLE UPON REQUEST