Emma Williamson

Results-driven professional with extensive expertise in implementation and project delivery, business readiness, and operational change management. Demonstrates proficiency in CRM implementation and migration, customer journey mapping, and telephony solutions, leveraging platforms such as Salesforce, Kraken CRM, and AWS. Skilled in agile and waterfall methodologies, stakeholder management, process improvement, and cross-functional team collaboration to ensure seamless feature delivery and release coordination. Adept at leading user acceptance testing (UAT), managing third-party integrations, and driving transformation initiatives across wholesale systems. Committed to delivering impactful solutions through meticulous requirements gathering, training documentation development, and knowledge management.

Offering strong organisational and communication skills, with background in project coordination and team collaboration. Knowledgeable about streamlining processes, problem-solving, and fostering client relationships. Ready to use and develop project management, leadership, and strategic planning skills in implementation, project management and delivery.

• GCSEs – English (C), Maths (C), Science (C), Art (C)
• ILM Academy Level 3
• NVQ Level 3 in Management
• Additional Training: Health & Safety, First Aid, Supervisory Skills, Managing Employee Performance, People Management
• Myers-Briggs (ESTJ)

• Highly organised with strong attention to detail and the ability to manage multiple priorities effectively
• Led implementation activities supporting a 5-to-2 business merger, aligning customer data, CRM systems, and operational processes across multiple business units
• Led end-to-end UAT across multiple concurrent releases, coordinating operational and technical teams to deliver successful deployments with minimal business disruption.
• Delivered over 140+ operational products and system features for Kraken Industries CRM (Octopus Energy), including Telephony
• Lead a team of UAT testers, implementation co-ordinators, incident analyst and business process analyst
• Implemented Direct Debit and One-Time Payment solutions
• Rolled out customer self-service portal (“My Account”)
• Industry first implementation of “One Touch Switching”
• Lead the rolled out Voice over Internet Protocol (VoIP)
• Vulnerability & Accessibility Requirements
• Driven operational improvements to drive Trust Pilot score of 4.7
• Delivered operational improvements reducing AHT by 13% through automation and reduced manual intervention
• Owned and maintained knowledge base, training guides and AI companion to drive down manual intervention and improve first call resolution from 77.5% to 68.5%

• Love for the country, reading, movies and adventures.