Liam Hardy Email & Phone Number

Newcastle Upon Tyne, England, United Kingdom

Newcastle Upon Tyne, England, United Kingdom

• Worked as the Programme Resource Manager for the Critical Platform Transformation Programme at HMRC.Duties & Responsibilities
• Monitor resourcing across the programme of work
• Develop & maintain capacity plans
• Recruiting and onboarding
• Business case activities
• Planning and scheduling

Sunderland, United Kingdom

• Involved in grassroots coaching of football teams of all ages.
• Promoting football in a positive light and encouraging participation in the local area.
• Engaging in coaching sessions from planning to implementation.

Sunderland, United Kingdom

• Responsible for officiating football matches up to and including Level 7
• Man Management of 30+ persons of all ages
• Duty of care for all players and ensuring the safety of the playing staff
• Ensuring fairness through personal integrity and promoting equality and diversity through football

Durham, England, United Kingdom

Durham, United Kingdom

Real-time performance management of the Customer Support Centre- conducting Intraday analysis of contact volume, staffing, schedule adherence and service level agreements.Currently part of a team responsible for the design build, testing and implementation of the business’ new workforce management system.

Houghton-Le Spring, Sunderland, UK

• Real Time performance management of eight front line customer service elements compromising of over 650 personnel including Digital Web Chat and Telephony
• Preparation of high level ad-hoc research data providing insight and resolution to complex problems relating to individual areas across the company- optimising performance in real-time
• Conduct and delivery of in-day reporting relating to the performance of the business during the working day and meaningful input into weekly planning meetings with heads of departments within the real-time space
• Liaison with key senior stakeholders to provide solutions and mitigation to complex real-time performance problems- often to emerging and shifting deadlines
• Incident reporting and ownership for IT/System issues providing a critical link between IT/Vendor infrastructure and the customer servicing elements of the business
• Continuous improvement and development of research software and insight tools

Rainton House, Houghton-le Spring, Sunderland

• Providing first class frontline customer service to Npower Smart Meter customers
• Regular stakeholder engagement within the wider business community- providing valuable feedback to the on going process improvements with Smart Meter technologies
• Continuous management of own performance through KPI’s and department targets
• Daily liaison with back office’s to provide speedy resolutions to complex customer queries
• Handling and resolving of customer complaints in accordance with company policy
• Collaboration with industry partners to provide first contact resolution

South Tyneside College

• In my role I assisted in the delivery of the following industry courses:
• Proficiency in Survival Craft and Rescue Boats (STCW A-V1/2), including refresher training
• Personal Survival Techniques (STCW A-VI/1-1), including refresher training
• OPITO BOSIET
• OPITO FOET
• HUET TrainingI also hold the National Pool Lifeguard Qualification (NPLQ) due to working in close proximity to an environmental swimming pool.I maintained and serviced sea survival equipment such as liferafts and.

North Shields, Tyne And Wear, United Kingdom

• Daily hand correction of Navigational Charts in accordance with UK Admiralty guidelines
• Planning/Execution of correcting vessel chart portfolios for HV commercial clients
• Role of Chart auditor, ensuring work was at the required standard set out by the UKHO
• Responsible for the planning and implementation of global quality and audit procedures
• Liaising with various departments to ensure deadlines and service level are met

Worldwide

• Online surveyor watchkeeping on a variety of survey equipment such as:
• MultiBeam Echo Sounders
• Single Beam Echo Sounders
• Side Scan Sonars
• Sub-Bottom Profilers
• Magnetometers

Sunderland, United Kingdom

• Liaising with small and medium sized business' to provide mobile communications systems to customers.
• Providing assistance with billing queries and mobile phone/broadband technical support.
• Actively involved in selling of bespoke communication packages to business customers.

Education record

High School

Activities and Societies: School Football Team Member Rugby Team Member Tennis Player Hockey PlayerEnglish Language and Literature- AA.