Liam Glenny Email & Phone Number

Galway Metropolitan Area

As BA in the Optimisation Team I am responsible for the planning, co-ordination and delivery of strategic initiatives. The role encompasses multiple areas of the business including the senior leadership team and various departments. It is a diverse role requiring various skills in platforms such as PowerBI, SQL, SharePoint, Power Apps and Dataverse etc. Key Responsibilities: - Work with senior leadership to elicit requirements, define business solutions, ensure effective delivery… Show more As BA in the Optimisation Team I am responsible for the planning, co-ordination and delivery of strategic initiatives. The role encompasses multiple areas of the business including the senior leadership team and various departments. It is a diverse role requiring various skills in platforms such as PowerBI, SQL, SharePoint, Power Apps and Dataverse etc. Key Responsibilities: - Work with senior leadership to elicit requirements, define business solutions, ensure effective delivery and contribute in task completion as part of strategic projects. - Review various departments operations, process mapping current states, measuring pain points, identifying opportunities and deploying solutions. - Conduct business analysis at various levels including preparing raw data, establishing database connections and creating dashboards. - Promote the benefits of process improvement through educating colleagues and highlighting savings delivered. Key Results:- Standardisation of approach to process improvement in the organisation using Lean and Agile frameworks.- Reviewed Administration teams processes and deployed multiple Power Platform solutions which have saved both time and cost. - Development of key metrics such as SLAs (internal operations) and KRIs (external frameworks such as Operational Resilience).- Creation of PowerBI dashboards highlighting key data pertaining to: SharePoint libraries, payments and Pensions. Show less

Galway, County Galway, Ireland

As the WFM Manager, I was responsible for establishing and owning the workforce planning strategy and implementation roadmap for all Nostra service departments (Customer Service, Field Service and Professional Services). I was accountable for developing a strategic resource plan. Key Responsibilities:- Develop the forecasting and planning process, including scenario planning, modelling, performing critical skill and gap analysis for future requirements, and monitoring and… Show more As the WFM Manager, I was responsible for establishing and owning the workforce planning strategy and implementation roadmap for all Nostra service departments (Customer Service, Field Service and Professional Services). I was accountable for developing a strategic resource plan. Key Responsibilities:- Develop the forecasting and planning process, including scenario planning, modelling, performing critical skill and gap analysis for future requirements, and monitoring and evaluation of the workforce plan.- Identify and leverage supporting tools and resources and data/analytics needed for measurement related to the implementation strategy.- Develop policies and standard operating procedures that impact the workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.- Develop reporting processes, dashboards, and presentations to fulfil senior leadership reporting needs.- Effectively partner with internal stakeholders and lead planning activities to support future projects, client onboarding and expansions.- Continuous improvement focus on analysis and use of data to make recommendations that encourage sustainable and scalable practices that improve performance and customer experience.Key Results:- Redeveloped telephony strategy for Service which decreased abandonment rates significantly. - Development of historic data tracking, forecasting and scheduling for contacts, tickets and hardware builds within industry standard accuracy. Achieved through data insights across multiple systems combined with Excel and PowerBI. - Creation of various daily tracking tools such as real time data dashboards.- Various detailed analysis of shrinkage, efficiencies etc- Established KPIs for service teams, tracked via PowerBI weekly including individual, team and organisational metrics. - Upskilling of stakeholders in WFM principles. - Reviewed and proposed software (Telephony/WFM) to improve efficiency. Show less

Galway, County Galway, Ireland

Key Responsibilities: - Plan, schedule and report on performance of the Technical Solutions Team consisting of 8 field engineers. - Create support tools from analytical resources in order to assist in decision making at various levels of the business. - Develop improved process through standardisation, simplification and automation. - Configure the central system (AutoTask) to ensure effective delivery both directly and indirectly to role. - Influence stakeholders at… Show more Key Responsibilities: - Plan, schedule and report on performance of the Technical Solutions Team consisting of 8 field engineers. - Create support tools from analytical resources in order to assist in decision making at various levels of the business. - Develop improved process through standardisation, simplification and automation. - Configure the central system (AutoTask) to ensure effective delivery both directly and indirectly to role. - Influence stakeholders at various levels to ensure alignment on best practice, collaborative efforts and required results. - Consult on problem solving through the use of data. Key Results:- Revamped AutoTask for Technical Solutions to include correct use of ticketing status, workflow rules and notifications. - Developed 3 new process flows with positive impact on service delivery. - Creation of workload forecasting and scenario modeling. - Creation of various reporting mechanisms within Excel, AutoTask Dashboards and AutoTask Live Reports. Show less

Galway, County Galway, Ireland

The Partner Operations Services (POS) team is the first point of contact for Wayfair's diverse supplier partners. The key focus is to offer suppliers core operational support to ensure performance. It is an integral account management service, key to the success of the supply chain. Success is achieved by creating teams of innovative people who are driven to improve customer satisfaction and repeat business. Key Responsibilities as a Manager in POS:- Report to relevant… Show more The Partner Operations Services (POS) team is the first point of contact for Wayfair's diverse supplier partners. The key focus is to offer suppliers core operational support to ensure performance. It is an integral account management service, key to the success of the supply chain. Success is achieved by creating teams of innovative people who are driven to improve customer satisfaction and repeat business. Key Responsibilities as a Manager in POS:- Report to relevant stakeholders on performance, development and opportunity areas. - Manage / Coach a team of 8 operations associates and/or specialists. - Lead team meetings, personal development and check ins. - Monitor / Drive key service level metrics. - Collaborate with with other support departments such as Data Integration, Warehousing, Engineering etc. - Develop process improvement initiatives for long-term wins, while also streamlining day-to-day operations.- SME for WFM related activities such as forecasting and staffing particularly around peak events.- Upskilling other departments in WFM functionality.Key Results:- Voice eNPS 89%.- Promotor Score from upward feedback in reviews 100%.- Establishment of core team strategy that drives results. Expanded to wider teams. - 2 X Promotions from direct reports to L2. - Exceptional KPI metrics including various SLAs and response times.- Decrease in estimated BAU workload form 40+ hours to 30 hours. Show less

Galway, Ireland

This role within the Sales Workforce Management team surrounded successful forecasting, scheduling, tracking and reporting of the B2C Sales function in both the USA and the EU. We acted as an SME developing/delivering a high quality WFM product to the various stakeholders within the company. The role required high critical thinking skills. As the function was new to the 500 strong sales team, I assisted in standing up the department from E2E. Key Responsibilities:• EU Sales subject… Show more This role within the Sales Workforce Management team surrounded successful forecasting, scheduling, tracking and reporting of the B2C Sales function in both the USA and the EU. We acted as an SME developing/delivering a high quality WFM product to the various stakeholders within the company. The role required high critical thinking skills. As the function was new to the 500 strong sales team, I assisted in standing up the department from E2E. Key Responsibilities:• EU Sales subject matter expert for workforce planning.• System configuration in multiple software suites leveraged.• Root cause and implement improvements both systematically and in terms of policies.• Utilise data to create forecasts containing expected inbound sales contacts and business performance such as service level.• Create look-ahead reports for senior leadership for current and future events.• Advise on recommendations based on forecasting data pertaining to staffing, recruiting and workload.• Create scheduling that aligns with business performance targets, employee satisfaction and legislation within various countries (USA, IRL, UK).• Deliver analysis to senior leadership regularly to ensure that business performance is maintained within a changing environment.Key Results:• Successfully stood up a new workforce management department as part of a team.• Created short term fixes in Excel/Gsheets while systems were being deployed.• Completed UAT testing for the main workforce management system (Aspect).• Integrated Aspect with other systems such as Workday.• Developed various automation in software to enable functions required.• Created various scheduling for both EU and USA sales agents.• Upskilled managers on workforce management strategy Show less

County Galway, Ireland

- Provide pro-active resource management within front line teams in Germany and Ireland to meet service level objectives.- Manage consultants and managers requests via chat, ticketing, meetings, and provide KPI updates.- Provide business groups with necessary and pertinent data via presentation.- Respond to real-time deviations from forecasted volumes, handle time, and staffing.- Using innovative solutions to opportunities both inside and outside the WFM EU department.-

Limerick, Munster, Ireland

- Preventing fraudulent sales for mobile products in both the Irish and UK market.- Examining processes using root cause analysis that directly impact the department to prevent leakage.- Utilizing effective time management to complete objectives such as SLA targets.

Limerick, Munster, Ireland

Limerick, Munster, Ireland

Raheen Industrial Estate

- This role involved answering business customer calls in relation to their internet or landline service within an SME. - Troubleshoot with customers to repair internet and phone issues.- In some cases these issues can be solved over the phone otherwise the fault is reported to a supplier who arranges a visit from a technician. . -The role requires strong interpersonal skills, organisation and a target driven mindset.- Therefore, time management is important as I often… Show more - This role involved answering business customer calls in relation to their internet or landline service within an SME. - Troubleshoot with customers to repair internet and phone issues.- In some cases these issues can be solved over the phone otherwise the fault is reported to a supplier who arranges a visit from a technician. . -The role requires strong interpersonal skills, organisation and a target driven mindset.- Therefore, time management is important as I often checked-in on customers to ensure their issue was resolved by setting tasks. - The employer sets key performance indicators that must be met. For example, I must take at least six calls an hour. These targets kept me motivated and also creates a team environment. Show less

Limerick City

Corporate Governance is a trending topic among companies. As a result of this, companies are adopting policies to ensure efficient management of the business through the board of directors. Glass Lewis provide the shareholder with analysis to gain insight into how their invested interest is being run. In order to achieve this, I was employed to create reports called proxies. These reports have sections such as governance and compensation. As I was part of the North American governance team the… Show more Corporate Governance is a trending topic among companies. As a result of this, companies are adopting policies to ensure efficient management of the business through the board of directors. Glass Lewis provide the shareholder with analysis to gain insight into how their invested interest is being run. In order to achieve this, I was employed to create reports called proxies. These reports have sections such as governance and compensation. As I was part of the North American governance team the sections relevant contained information about annual general meetings of companies floating on the stock markets of the USA and Canada. As part of the Stock Exchange Commissions regulations publicly traded companies must file certain documents. For example, Form 10-K or DEF14A. These filings contain information about the company such as biographical information on the board of directors, the company's auditors for the fiscal year and information on shares. At the company AGM, proposals are presented for shareholders to vote in favour or against. Examples of proposals include election of directors and ratification of auditors. The reports created explain each proposal to the shareholder, why the vote is required and what it means to the governance of the company. This provides the investor with the information to make an informed decision on how they vote on these proposals. My position required me to navigate databases of SEC filings for the mentioned files. By using bookmarking techniques I effectively highlighted required information within these files such as shares outstanding, independence of directors and committees. This information was then used within a Glass Lewis developed software package that creates the proxy report. The role had a large workload which required working overtime, each member of the team is expected to write between four and six reports every day. The position was contracted for four months as the work is seasonal. Show less

Limerick, Ireland

I completed two reports. In the first, completed as part of my masters, I researched both national and international markets surrounding connected health and medical devices. A target market was then justified and I prepared how the client would best enter this market. This was completed on behalf of LERO for an SME in Cork.The second report was contracted employment. I researched the key competitors of the mobile mental health analytics market. A target market was then justified. This… Show more I completed two reports. In the first, completed as part of my masters, I researched both national and international markets surrounding connected health and medical devices. A target market was then justified and I prepared how the client would best enter this market. This was completed on behalf of LERO for an SME in Cork.The second report was contracted employment. I researched the key competitors of the mobile mental health analytics market. A target market was then justified. This was completed on behalf of LERO for a new SME. These works have since been utilised in creating papers for presentation at two international conferences. The references for both of these works are as follows:Richardson, Ita, Costin, Yvonne, O’Connor, Patrick, O’Mahoney, Jerry, Glenny, Liam, Connected Health Innovation within SMEs: Understanding the Marketplace, 4th International Conference on Innovation and Entrepreneurship, Toronto, Canada, 28-29th April, 2016. (SFI Industry Fellowship)Richardson, Ita, O’Mahoney, Jerry, Howarth, Paul, O’Connor, Patrick, Glenny, Liam, Connected Health: From Rural Ireland to Rural India, Workshop on Software Quality in Healthcare Systems, co-located with IEEE International Conference on Software Engineering, Austin Texas, May 2016. (SFI Industry Fellowship) Show less

Newmarket On Fergus, Co. Clare

- Serving food & beverages.- Maintaining customer relationships.- Stock control. - Ensuring the work environment was clean and tidy.- Managing a small group of people as part of a team.

Newmarket On Fergus, Co. Clare

Master'S Degree, International Entrepreneurship Management, 2:1 Qca 3.01

Within Semester one of the programme I completed modules such as Managing Creativity and Innovation and New Venture Marketing and Sales.

Certificate, Lean Six Sigma Green Belt, Qqi L5 Merit (75%)

Activities and Societies: All elements of LSS / DMAIC

Certified Associate In Project Management

Bachelor'S Degree ( Hons), Marketing & Management, 2.2

Modules: Marketing Practices, Branding, Management Theory, International Economics, Consumer Behavior. Final Assessment: Created.

Education record