Liam McCready
Aylesbury,Bucks
Summary
Resourceful Real Time Analyst with past history in optimising workforce management and improving operational efficiency. Skilled in real-time monitoring, adjusting schedules, and reducing downtime. Known for enhancing team performance by implementing proactive strategies and delivering timely insights.
Overview
10
10
years of professional experience
2022
2022
years of post-secondary education
Work history
Resource Planning & Real Time Analyst
Agria Pet Insurance
10.2022 - 07.2025
- Ensuring staffing needs are met by using detailed forecasting to analyze call patterns and trends to build schedules for the whole of the operations department, alongside managing the Dialer platform to ensure optimal performance in a blended contact center.
- Managed the Workforce Management (WFM) system to forecast staffing needs and create efficient shift patterns.
- Ensured resource plans align with operational targets and service level agreements.
- Monitored real-time performance metrics, such as call volumes, staffing levels, and occupancy rates, and make necessary adjustments to ensure maximum operational efficiency.
- Creation and management of new and existing inbound phone lines for new partners and marketing promotions, along with maintaining and optimising inbound IVRs for optimal customer experience.
- Oversaw the management and execution of dialler campaigns, ensuring data accuracy and performance optimisation.
- Collaborate with the operations team to adjust strategies as needed.
- Gathered and analysed data to evaluate the effectiveness of current resource plans and dialler operations.
- Used Excel and Power BI to generate Management Information (MI) reports, presenting findings and recommendations to the management team for ongoing improvement.
- Maintained accuracy in forecasting by analysing historical trends and making data-driven adjustments.
- Proactively addressing potential resource gaps and forecast challenges.
- Worked closely with Operations and other key stakeholders to ensure resource planning and dialler operations are aligned with broader business goals.
- Communicated key insights and updates to senior management.
- Won the company wide unsung hero award of 2024
- Held a leading role in the successful transition to a new dialer system
- Introduced multiple new contact channels to the contact center
- Increased forecast accuracy across all of operations
- Introduced detailed forecasting for claims.
Sales agent
Agria Pet Insurance
12.2017 - 09.2022
- Assisting customers with the purchasing of pet insurance ensuring that the policy they buy meets their needs for both the cover for their pet and their finances, whilst working with the rest of the team to resolve any of their queries to provide the best service we can.
- Ensuring targets are met by signing up new business both on inbound and outbound contact.
- Retaining current business by Re-quoting customers on renewal.
- Educating customers on the importance of buying a high quality pet insurance product.
- Assisting with customer service queries which range from policy related questions, accounts due and claims.
- Assisting colleagues & management with queries both about the product and system.
- Representing the company at events such as Crufts.
- Won the sales role model award multiple months
- Met compliance targets consistently
- Put through millions of pounds worth of business
- Multiple 5 star reviews
- Pitched, organized and ran multiple incentives.
Team leader/Canvasser
Homeguard
10.2016 - 10.2017
- Managing a team of canvassers within the Buckinghamshire area selling windows, doors, conservatories, fascia’s and flat roofs.
- Training new employees within my team, qualifying their leads and upselling them where I was able to.
- Selecting the areas to be canvassed for the week.
- Setting appointments for a sales rep to attend.
- Recruiting and training new staff.
- Qualifying my teams leads to make sure they met with the requirements of the business.
- Upselling leads where they could be done to increase engagement from the team.
- Being an ambassador for my company when out and about canvassing areas.
- Smashing monthly and weekly business targets for both myself and my team.
- Being promoted to team leader within my first quarter within the company.
- Training a full team of canvassers on how to efficiently and confidently book appointments for the business.
Tele-appointer
5G Communications
10.2015 - 04.2016
- Worked as part of a fast paced target driven team to create strong qualified appointments by cold calling businesses within the UK to speak to the relevant decision makers in order to create the appointments for our field sales team to go out to.
- Out bounding business leads in attempt to speak with the decision maker in the company when It came to their communications.
- Qualifying leads to make sure that they met business needs.
- Maintaining a total of 2.5 hours talk time everyday.
- Meeting business targets for appointments.
- Achieved a 4.5 hour talk time in a day the highest ever whilst booking in multiple appointments.
- Consistently hit SLA targets.
- Recruited three more staff members into the business.
Education
BSc, Hons - computer security and forensics
University of Bedfordshire
A levels - double ICT grade c, BTEC level 4 – business, grade A
West London Academy 6th form
01.2010 - 01.2012
GCSEs - 8 GCSEs including maths English science and IT, BTEC level - business
West London academy high school
01.2005 - 01.2010
Skills
- MI Reporting
- Data analysis (Excel & Power BI)
- CRM management & Computing
- Time management
- People management
- Forecasting
- Dialer management
- Real Time Coordination
- Communication/Presentation
Custom
Available on request.
Timeline
Resource Planning & Real Time Analyst
Agria Pet Insurance
10.2022 - 07.2025
Sales agent
Agria Pet Insurance
12.2017 - 09.2022
Team leader/Canvasser
Homeguard
10.2016 - 10.2017
Tele-appointer
5G Communications
10.2015 - 04.2016
A levels - double ICT grade c, BTEC level 4 – business, grade A
West London Academy 6th form
01.2010 - 01.2012
GCSEs - 8 GCSEs including maths English science and IT, BTEC level - business
West London academy high school
01.2005 - 01.2010
BSc, Hons - computer security and forensics
University of Bedfordshire
Similar Profiles
Deborah RoweDeborah Rowe
Insurance Sales at Fetch Pet InsuranceInsurance Sales at Fetch Pet Insurance
Skylar YoungSkylar Young
Customer Experience Specialist at Metlife Pet InsuranceCustomer Experience Specialist at Metlife Pet Insurance
ALEXX MILES ALEXX MILES null
Director of Strategic Partnerships at Fetch Pet InsuranceDirector of Strategic Partnerships at Fetch Pet Insurance
Ibrahim HussainIbrahim Hussain
Game programmer at Halo Reach CloneGame programmer at Halo Reach Clone
David EarlyDavid Early
Freelance - Senior DMP artist at Self EmployedFreelance - Senior DMP artist at Self Employed