Charlotte Williams

Experience

• 

  BT Retail

  Jun 1999 - Feb 2008

  Project Manager

  Responsible for number of key BT initiatives which delivered a range of benefits including major revenue generation • Creation of 2 new BT call centres in Bangalore & Delhi – India• Deployed additional 500 sales & service positions in HCL ( Apollo) – Ireland• Site rationalisation – reduction in number of call centres from 75 to 31 • Phone number change programme ( new dialling codes) • Y2k readiness

• 

  BT

  Mar 2008 - Mar 2015

  Currently working on government initiative to protect internet users from harmful or inappriopriate content Responsible for production & maintenance of all project documentation including requirements, project plans & quality metricsComprehensive change control Monitor & control of Risks & Issues Management of annual budget up to 1million Previously delivered number of Broadband Value Add services including Cloud storage, Network security and Gaming portal to customer base of circa 6 million Show less

  • Senior Project Manager - Consumer

    Oct 2011 - Mar 2015

  • Senior Project Manager - BT TV

    May 2010 - Sept 2011

  • Senior Project Manager - Customer Services

    Mar 2008 - Apr 2010
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  ARRIS

  May 2015 - Oct 2015

  Program Deployment Manager

  Short term role mainly responsible for delivering Broadband capacity upgrade for Virgin Media customer base within Midlands region. Additional responsibilities included adapting US operating model and process flows to UK model including communications approach and specific process flows.

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  SQUAREPEG PLANNING LTD

  Feb 2016 - now

  Company Owner
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  Capgemini

  Feb 2016 - Apr 2016

  Senior Project Manager

  Working with HMRC delivering a Workforce Management solution to transform the customer contact approach and deliver significant improvements in forecasting and scheduling to meet a growing customer demand

• 

  Department for Work and Pensions (DWP)

  May 2016 - Jun 2018

  Next Generation Contact Centre - Delivery Manager

  Award winning delivery of a modern digital contact centre solution with 27,500 staff across 131 sites, one of Europe’s biggest internet based contact centres handling around 70 million calls a year. Delivered major change at pace and scale with minimal impact to staff and citizens alike.Ongoing project delivery of digital services and capability to maximise the potential of call routing, number rationalisation and ensuring DWP realise the benefits of their efficient, streamlined and effective contact centre solution Show less

• 

  MasterPlan Ltd

  Apr 2017 - Mar 2020

  Director

  Masterplan was formed in April 2017 with the aim to provide world class contact centre Workforce Optimisation consultancy.Providing all aspects of project delivery from Project design & management, training needs analysis, Functional & technical solution design, Process review, change management, training delivery and post implementation support

• 

  EE

  Jul 2018 - Feb 2020

  Project Delivery Manager

  Part of the Contact Centre Evolution programme for EE & BT transforming the contact centre platform

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  Department for Work and Pensions (DWP)

  Nov 2020 - now

  Digital Project Manager