Liam Burke

Dedicated and hardworking project manager seeking a new and challenging role. Qualified PRINCE2 Practitioner with 9 Years' experience in change and project management. 13 Years' of experience within Financial Services and Contact Centres in an outsourced environment.

Worked with an extensive list of established and industry leading clients using project methodologies such as Agile and Waterfall.

My passion is delivering projects which make a real difference. Taking pride in the delivery of projects and ensuring benefits are realised post implementation.

Varied project deliveries accomplished ranging from recruitment, training, process improvement, software development, data migrations, IVR, Telephony and more. Ensures full end to end technical solution (design, build, test, migration into live) is fully defined and underwritten by all internal and external 3rd parties for all components of the solution, supported by detailed costs and project plans.

Ensures all existing/new IT support models and SLAs are in place and all technical governance complied with and evidenced.

Designs, conducts and manages the Operational Readiness assessments supporting design and build of target operating models Excellent knowledge of Contact Centres. Very much a hands-On approach, comfortable dealing with ambiguity and being left to ‘Get On With It!'

Worked with and versed in FCA, TCF, OFCOM, PRINCE2, Waterfall and Agile delivery

Focused project planner with experience in MSP to develop detailed plans

Positive leader with ability to build solid teams and lead to success.

• Project managed migration of new client into existing Contact Centre to manage Fraud, Disputes & Chargebacks and Section 75 operations
• Part of the team awarded Customer Service at the Card Payment awards 2022
• Project managed new challenger bank credit card migration into TSYS Managed Services.
• 80 FTE recruited and trained alongside full IT setup including WAN/LAN (voice & Data) and build with accompanying processes to manage the service end to end
• Successful implementation of the Magnetic North Dialler across two departments (Collections & Sales)
• Enhancing efficiencies and proving OFCOM compliance
• VDI Rollout across a Call Centre for 100FTE – ensuring Role Based Access Control (RBAC) to achieve PCI accreditation and provide a robust Joiners/Leaver/Movers Process
• Implementing IVR solutions for various clients to increase self-service rate and reduce call volumes in Contact Centre– Bank of Ireland, Virgin Money, Nationwide Building Society, and Sainsbury's Bank
• Deploying case management systems to manage Complaints, Disputes & Chargebacks, Fraud and Correspondence – Virgin Money, Lloyds Banking group, Nationwide Building Society and Metro Bank
• Driving greater efficiencies, reducing errors and providing robust MI for Operations teams and finance
• Effective implementation and transformation of a Technology Refresh project to upgrade infrastructure within Contact Centre from Cisco to Avaya along with many other IT components
• Helping drive business readiness to ensure Operations impact minimized and ready for implementation
• Successful implementation of Service Tracker (Customer Feedback Surveys) to improve customer service
• This helped TSYS Managed Services and our client Nationwide Building Society achieve “Best Achievement in Customer Service Award” at the Card and Payments Awards 2013