Liam Burke

Experience

• 

  TSYS Managed Services EMEA

  Jan 2009 - Jan 2010

  This role was primarily to resolve complaints. Liaising with various departments within our contact centre, and also liaise with external departments to gain information and evidence concerning the customers’ account. Adhering to FSA guidelines and PCI compliance.

  • Complaints Coordinator

    Jan 2009 - Jan 2010

  • Customer Assistance Advisor

    Jan 2009 - Jan 2010
• 

  TSYS Managed Services EMEA

  Sept 2010 - Jan 2023

  As project manager I was responsible for overseeing and coordinating the day to day running of projects by assisting program managers and senior managers. Identifying, analyzing, prioritizing and mitigating any project risks. Arranging and facilitating workshops and meeting for internal and external clients. Day to day tracking of milestones and reporting updates to the program and project board. Impact assessing project change requests to manage scope, quality and budget. Main duties include:• Providing updates and progress reports to senior managers• Managing all staff to ensure milestones achieved within agreed timescales• Maintaining and managing key stakeholders and client relationships• Identifying, analysing, managing project risks, issues, assumptions and dependencies• Manage and identify scope creep• Creating highlight reports and issue logs• Monitoring staff and team performance Show less Change Manager and Project SupportResponsible for implementing changes into the business and ensuring they are implemented as seamlessly as possible. Analysing areas of the business which require improvements or call for different ways of functioning. Establishing the need for improvement in order to help move the business forward. Fulfilling client change requests and ensuring the change is positive not only for the client but in the best interest of the business As project support I was responsible for overseeing and coordinating the day to day running of projects by assisting project managers and senior managers. Identifying, analysing, prioritising and mitigating any project risks. Arranging and facilitating workshops and meeting for internal and external clients. Additionally, responsible for all Project Change Requests. Analysing the impact and liaising with all key stakeholders in order to coordinate a response to the client. Main duties included:• Interacting with the business organization representatives including executive management to understand the business process and needs of the business• Gather the business requirements from project stakeholders identifying potential solutions to the problems posed by the business needs• Delivering medium sized change projects right from initiation and planning right through to deliver and implementation• Reducing the impact of change on the business.• Increasing operational efficiency• Providing updates and progress reports to senior managers.• Managing stakeholder relationships.• Make the most out of revenue generation opportunities Show less My main role was managing a team of Product Support Advisers delivering first class, professional customer service to NBS credit card customers. Keeping the staff well motivated to reach sales targets and other KPI’s all underpinned with excellent call quality. The role is similar to the CS TM role however it provides more insight to the business and made me much more commercially aware. Liaise with TMS departments and the client (NBS)Support Operations manager in the development and implementation of technology and systemsWork towards targets such as AHT, Quality, Conversions and Revenue per hourLook at strategy and ways to improve dialler performanceOversee any script changes and respond to client within set timescalesActing as a consultant advising the client on campaigns that could be implemented Show less My main role was managing a team of Customer Services Advisers delivering first class, professional customer service to NBS credit card customers. To supervise the workload of the team and to ensure that the team followed established procedures for each service request. Making sure that KPI’s were achieved and quality standards were adhered to. To supervise, coach and mentor staff through regular one to one’s and coaching. Ensuring I was getting the best out of my employees by analysing MI to identify any performance gaps. Working towards targets such as AHT, WRAP, NPNR, ADHERENCE and QUALITY. Show less

  • Project Manager

    Apr 2013 - Jan 2023

  • Change Manager

    Apr 2012 - Apr 2013

  • Product Support Team Manager

    Jun 2011 - Mar 2012

  • Customer Service Team Manager

    Sept 2010 - Jun 2011
• 

  Paragon Banking Group PLC

  Oct 2022 - now

  Project Manager