
Charlotte Williams
Project Manager

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About me
Experienced Project Manager with significant Contact Centre and Transformation experience.
Education

University of Worcester
1988 - 1990Bachelor's Degree Psychology , Sociology & Modern World history 2.2
Experience

BT Retail
Jun 1999 - Feb 2008Project ManagerResponsible 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 2015Currently 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 2015Senior Project Manager - BT TV
May 2010 - Sept 2011Senior Project Manager - Customer Services
Mar 2008 - Apr 2010

ARRIS
May 2015 - Oct 2015Program Deployment ManagerShort 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.

SQUAREPEG PLANNING LTD
Feb 2016 - nowCompany Owner
Capgemini
Feb 2016 - Apr 2016Senior Project ManagerWorking 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
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Department for Work and Pensions (DWP)
May 2016 - Jun 2018Next Generation Contact Centre - Delivery ManagerAward 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 2020DirectorMasterplan 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 2020Project Delivery ManagerPart 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 - nowDigital Project Manager
Licenses & Certifications

Prince 2 Practitioner
Volunteer Experience
Telethon
Issued by BBC Children in Need on Nov 2010
Associated with Charlotte Williams
Languages
- enEnglish
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