Liam Rooney
Rushden,Northamptonshire
Summary
Ambitious and motivated team leader with a passion for developing people and improving business strategies. I enjoy engaging and collaborating in a diverse workplace and using my skills developed in my career so far to drive success in my own personal performance, the career of others and the overall business. Combing both the 11 year career I had at Allianz and the current position I have at the National Accident Helpline it has given me plenty of exposure when it comes to successful business models and how I can assist implement them in the future.
Overview
16
16
years of professional experience
Work history
Helpline Team Leader
National Accident Helpline
Kettering, Northamptonshire
2026.01 - Current
- Managing a team of Helpline Advisors ensuring that both targets and KPIs are being met.
- Coaching and using 1-2-1s to analyse performance and use data analysis to complete this and identify successful areas and areas for improvement.
- Ensuring quality is being met by the strict guidelines that are set out by the SRA (Solicitors Regulation Authority).
- Complete Real Time Planning duties by ensuring breaks and lunches are being taken at correct times during the day so that business needs are met and capacity is kept to a sufficient level.
- Conduct and lead HR meetings following company guidelines such as absence, behavioural and performance.
- Assist with recruitment by conducting and note taking during interviews.
- Analyse data on a daily basis with our Power BI system to identify any trends in performance and provide feedback to operational management.
- Make sure that I'm available when possible to be first point of contact for Claimant's who have a complaint that may need resolving.
Operations Team Leader
Allianz Insurance Plc
Guildford
2021.09 - 2026.07
- Managing a team of claims contact centre agents ensuring targets and KPIs are met and exceeded.
- Coaching and motivating individuals by conducting team coaching and 1 on 1 coaching to analyse performance and use data analysis. Provide action and performance improvement plans where needed to improve and support an individual’s performance.
- Setting performance targets to ensure business requirements such as Answer Rate & Grade of Service are maintained to the regulated SLAs.
- Leading weekly team meetings to provide business updates.
- Participate in regular leadership meetings to provide feedback and discuss areas of business development.
- Conduct monthly 1-2-1s with my agents, to discuss their progress and areas they need to improve. Including mid-year and end of year performance reviews.
- Strong communication skills with stakeholders at all levels of the business.
- Be first point of contact for any escalation/ complaint calls that customers need resolving.
- Produce monthly data reports to my team and wider leadership group, to identify trends and specific focus points.
- Conduct and lead HR meetings following company guidelines such as absence, behavioural, performance.
- Review and analyse departmental data and provide feedback and identify areas of strength and improvement.
- Recruitment and selection experience including interviewing.
Partnership Service Representative
Allianz Insurance Plc
Guildford
2017.10 - 2021.09
- Worked in our B2B role, where I'd be in daily communication with our veterinary partners.
- Took inbound calls to discuss clients policies, claims, exclusions. Built rapport with our partners to gain more support and incoming business.
- Handled complaints our business partners had and provide feedback to our company.
- Collated data on claims via an excel spreadsheet and sent this across to our vet partners.
- Won Allianz Retail “Team of the year” 2020.
Customer Care Associate
Allianz Insurance Plc
Guildford
2014.12 - 2017.10
- Took inbound calls from our customers and provided them with quotations, product information and concluded sales.
- Worked on our webchat function which meant communicating with customers solely via written communication in our online chat box.
- Provided mid term adjustments on policies, cancelled policies, and also placed exclusions on them which needed to be explained to the customers.
Overseas Kids Club Representative
Thomas Cook
2014.04 - 2014.10
- Worked in a team of 5 other reps, planning and leading activities to wide range of children between the ages of 3-11.
- Lead welcome meetings to hundreds of guests, provided them with information on the location, and promoted our company.
- Organise and complete paperwork by specific deadlines.
- Deal with any questions/ complaints guests had.
Customer Care Assistant
Travis Perkins
London
2013.03 - 2014.04
- Worked in the yard, driving forklifts to load/ unload lorries & vans.
- Processed client orders through our in-house database system.
- Worked on the trade counter as a sales assistant.
- Assembled customer orders via telephone and email.
Lifeguard/ Swimming instructor
GLL
London
2010.09 - 2013.03
- Ensured the pool area was supervised and operated in a safe environment.
- Kept the site clean and tidy following strict health and safety guidelines.
- Participated in monthly training sessions in order to remain fit and keep updated with first aid regulations.
- Planned and taught swimming lessons to children of various ages.
- Completed progression sheets which needed to be provided and explained to parents/ guardians.
Education
GCSE - English, Maths, Geography, R.E
Cardinal Wiseman
London 2008.01 -
BTEC National Diploma - Sports Science
Uxbridge College
London 2011.01 -
Skills
- Active listening
- People Management
- Motivational techniques
- Leadership
- Task delegation
- Time-management
- Conflict Resolution
- Operational risk management
- Product knowledge
- Emotional intelligence
- Process Improvement
- Data interpretation
- Quality assurance testing
- Time efficiency
- Office and administrative tasks
Timeline
Helpline Team Leader
National Accident Helpline
2026.01 - Current
Operations Team Leader
Allianz Insurance Plc
2021.09 - 2026.07
Partnership Service Representative
Allianz Insurance Plc
2017.10 - 2021.09
Customer Care Associate
Allianz Insurance Plc
2014.12 - 2017.10
Overseas Kids Club Representative
Thomas Cook
2014.04 - 2014.10
Customer Care Assistant
Travis Perkins
2013.03 - 2014.04
BTEC National Diploma - Sports Science
Uxbridge College
2011.01 -
Lifeguard/ Swimming instructor
GLL
2010.09 - 2013.03
GCSE - English, Maths, Geography, R.E
Cardinal Wiseman
2008.01 -