Summary

Work History

Education

Skills

Overview

Software

Timeline

Liam Gough

Operational Efficiency & Planning Manager

Swansea

Summary

With over a decade of management experience, I have developed extensive expertise in managing operations and leading teams to deliver exceptional performance. I am a results-driven professional with a strong background in managing time effectively, analysing data and optimising productivity. Known for a collaborative approach and adaptability, ensuring smooth team dynamics and alignment with shifting priorities. I have expertise in scheduling, prioritisation, and resource allocation, consistently driving projects to successful completion. A highly skilled people leader with a keen focus on goal achievement and efficiency, I am passionate about inspiring teams, achieving operational excellence, and contributing to organisational success in fast-paced, dynamic environments.

Work History

Executive Fraud Officer

Department of Work and Pensions

Swansea

09.2025 - Current

Investigate suspicious transactions, resulting in the timely identification and prevention of financial crimes.
Monitor account activity patterns for early detection of anomalies or irregularities indicative of fraudulent behavior.
Handle complex fraud investigations, gathering critical evidence for successful case resolution and prosecution of offenders.
Engage professionally with vulnerable or challenging individuals, demonstrating empathy and resilience.
Conduct detailed and legally compliant interviews to investigate potential benefit fraud or error.
Maintain accurate case records, ensuring sensitive information is appropriately redacted and annotated.
Collaborate with cross-functional teams to implement effective anti-fraud strategies.
Analyse large amounts of data to find patterns of fraud and anomalies.
Prioritise and manage workload effectively in a fast-paced, changing environment.
Produce detailed reports of fraud investigations and presented findings to senior management.

Real Time Manager

Virgin Atlantic Airways LTD

10.2021 - 06.2025

Monitor and analyse data to optimise scheduling processes, leading to enhanced resource utilisation.
Evaluate current workflows and identify opportunities for process improvements, resulting in reduced waste of resources.
Implement task automation processes that increase operational efficiency without sacrificing quality or accuracy of work performed.
Act as liaison between departments to facilitate communication and streamline work processes, improving overall efficiency.
Lead and develop a team of real-time analysts responsible for the accurate tracking of contact centre actual results vs. plan by channel and at an appropriate level of granularity.
Identify, promote and implement best practice real-time processes within the team and seek out formal and informal internal and external recognition from networks.
Provide timely data and commentary on reasons for variances between plan and actual.
Cycle continuous improvement processes into future workforce planning models.
Convey complex messages and themes in a way that will engage others and drive understanding and consensus

Night Operation Team Leader – Customer Centre

Virgin Atlantic Airways LTD

11.2020 - 10.2021

Making tactical decisions to deal with contact spikes, utilising resource from other teams as and when necessary or re-assigning workload.
Having a strong understanding of the daily, weekly, monthly performance metrics across all night departments (voice, messaging, emails, social), identifying trends and opportunities, creating plans to address key issues.
Providing insightful and informative daily handovers at the end of each night shift – accurately recorded with all events to understand what has impacted positively or negatively and apply to any future decisions.
Point of contact during the night for the OCC regarding any on-the-day disruption. Coordinating any disaster recovery processes to maintain the operation.
Liaising with stakeholders whose work activity may affect the CC performance that night, ensuring that activity is planned, and tactical steps are taken to reduce the impact on the CC performance
Highlighting possible inefficiencies that occur during the night shift and proposing improved work practices.

Sales Team Leader – Customer Centre

Virgin Atlantic Airways LTD

03.2019 - 11.2020

Delivering great customer experience across all night teams, driving efficiencies and driving profitability across the teams.
Ensuring advisors take ownership for the promises they make to our customers and people
Act as a role model and lead by example, displaying the Virgin Atlantic behaviours, getting the best from others in a positive environment whilst ensuring consistent management of performance.
Creating People Plans that are individual to each advisor, understanding what motivates them, considering succession planning and career discussions.
Providing timely coaching and support to employees every day to ensure they have the knowledge and skill to perform in their role.
Tracking performance, identifying opportunities to improve and taking corrective action

Customer Service Team Leader– Customer Centre

Virgin Atlantic Airways LTD

04.2016 - 03.2019

Holding regular 1-2-1s and reviews with staff and using all relevant management information that is available to help set clear, relevant and manageable objectives.
When performance standards are not met for absence, behavior or any KPI, creating a Performance Improvement Plan to improve or where appropriate to escalate to formal action.
Taking responsibility when on shift as leader for the operation, liaising with relevant operational stakeholders to ensure operational excellence.
Understanding the daily forecast and making tactical decisions on how to improve upon the forecast CAR by targeting spikes. This includes utilising resources from other departments, as and when necessary.
Taking the lead in celebrating success and making the Customer Centre a great place to work.
Actively listening, understanding and acting on what is important to people so they are inspired to do a great job for customers.
Being a role model and champion of the Virgin Atlantic values, leading by example every day. Ensuring that our people behave and display the values, giving feedback and recognition where appropriate
Empowering our people to deliver a world-class service, encouraging and giving them the confidence and autonomy to make the right decisions that are in-keeping with the company vision and values.

09.2001 - 09.2003

Skills

Team building and leadership

Overview

Years management experience

Software

Excel

Word

Access

Powerpoint

OneNote

Aspect eWFM

Genesys Cloud

PowerBI

Summary

Work History

Executive Fraud Officer

Real Time Manager

Night Operation Team Leader – Customer Centre

Sales Team Leader – Customer Centre

Customer Service Team Leader– Customer Centre

Education

A Level - Financial Accounting

A Level - Human Resources

A Level - Market Research

A Level - Business Studies

Skills

Overview

Software

Timeline

Executive Fraud Officer

Real Time Manager

Night Operation Team Leader – Customer Centre

Sales Team Leader – Customer Centre

Customer Service Team Leader– Customer Centre

A Level - Financial Accounting

A Level - Human Resources

A Level - Market Research

A Level - Business Studies

Similar Profiles

Olatokunbo AwoniyiOlatokunbo Awoniyi

Marie HiltonMarie Hilton

Hubert UyHubert Uy

Ruhani Khandoker SweetyRuhani Khandoker Sweety

Erik DiazErik Diaz