Liam Hanson

Background

About Liam Hanson

As a member of the Capita work force for seven years I've been involved with a bevy of clients that require the learning and then implementation of fresh skills and experience. My current role is one of a specialist advisor. The role includes review of customer complaints to determine the source of their decision, the culpability of on site agents and the production of structured, effective feedback to the purpose of preventing further complaints. I am also responsible for the collation of this data and its conversion into presentable information which goes back to review by client stakeholders. Part of this responsibility is communication with various departments to organize process updates which are then communicated to the work force in the form of resource creation, team buzz sessions and one-to-one coaching.Often I have been the first port of call for fresh project implementation both for my product insight, but also for my versatility. I am also experienced in front line customer satisfaction, which includes billing, debt management and account interrogation. Along side that, I have provided hands on coaching to colleagues, and have conducted, effective, ad-hoc training with a short amount of prep time when necessary.