Iain Mooney

• Provided technical advice during the consultation and problem solving/design stage, while working collaboratively with staff, clients, and customers.
• Utilized trade knowledge to identify and implement optimal solutions for home modification projects.
• Conducted required property inspections, both remotely and on-site, to determine and verify needed modifications
• Ensured adherence to contractual obligations in line with Ausnorth business objectives, SLAs, and KPIs.
• Established strong connections with all relevant individuals involved in the project.
• Maintained clear police record and upheld compliance for working with children and vulnerable people.
• Sourced, managed, and maintained a trustworthy and reliable trade base.
• Managed changes to project scope, schedule and costs using suitable tools and techniques.
• Collaborated with various stakeholders, both internal and external, to ensure seamless project execution.
• Ensured resource availability and met project requirements.
• Monitored, evaluated and reviewed project performance utilizing appropriate tools and techniques.
• Met budgetary objectives and adjusted project constraints based on financial analysis.

Operations:

• Contributed to the development and execution of strategic and operational plans for human services;
• Monitored, managed, and reported on performance in adherence to SLAs and KPIs;
• Ensured the effectiveness of existing systems and processes in supporting portfolio management.
• Identified and implemented internal resourcing to deliver services;
• Identified and executed external trades necessary for effective service delivery.
• Ensured quality assurance throughout the end-to-end process;
• Reviewed quotes and completion reports for accuracy and alignment with financial objectives;
• Led, trained and developed the internal team to successfully deliver services and meet KPIs;
• Managed queries, complaints, and escalations effectively to ensure high customer satisfaction;
• Led successful implementation of various human services projects
• Contributed to the advancement of national human services through participation in meetings and initiatives

Business Development:

• Contributed to the strategic sales and marketing plans for human services;
• Collaborated with marketing team to create and distribute marketing material
• Identified and pursued new sales opportunities;
• Successfully onboarded new clients
• Managed and maintained important client relationships;

General:

• Assisted the estimating and supervising team during peak periods.
• Developed and maintained strong relationships with all key stakeholders through proactive communication
• Maintained work instructions, systems and processes.
• Identified marketing opportunities through testimonials and case studies
• Promoted and championed company values while actively fostering a positive culture.

• Maintained AJ Grant Group's reputation for exceptional customer service consistently
• Established and maintained professional relationships with clients, insurers, staff, and trade contractors
• Enhanced repair supervision staff's performance, meeting all repair KPIs (cost, repair cycle, quality, customer service) up to a value of $50K.
• Reviewed current procedures and identified areas for improvement, resulting in increased performance.
• Analyzed and evaluated performance data, providing targeted instructions to repair staff.
• Managed and addressed repair issues, discussed significant concerns with Executive Manager, and offered feedback to trades
• Managed and flagged stagnant claims, efficiently resolving escalated claims.
• Assisted in managing and verifying Supplier invoices.
• Provided required training to new and existing repair staff members.
• Performed Supervisor Health Checks on job files on bi-monthly and adhoc basis, providing thorough and constructive feedback and instruction to team members.
• Conducted staff PRP discussions aligned with national performance management framework, setting expectations and offering regular work performance feedback.

• As above however management of a team supervising repairs within a cost band of $0 - $5K

• Adhered to KPI’s issued by individual insurance companies.
• Ensured impeccable communication and customer service to repair customers, insurance companies and loss adjustors.
• Proactively managed repair process, minimizing complaints and dissatisfaction from all touch points - trade, customer, insurer, adjustor.
• Demonstrated comprehensive understanding of coverages outlined by independent insurance companies and products.
• Managed claims and repairs by applying knowledge of Product Disclosure Document to ensure adherence to correct procedures for each insurer.

• Collaborated with clients to establish specific requirements, budgets, and progress reports while fostering positive working relationships.
• Read, interpret plans and create quotes as well as schedules for projects.
• Organised and sourced resources to complete projects, including staff, equipment, and special requirements.
• Managed supervisors and staff, adhering to Eco-plants' work ethics policy while enforcing health and safety regulations.
• Ensured project delivery met quality standards.
• Maintained precise project records to optimize processing efficiency.