Hannah Williams

Operations Manager @Kraken

London, GB

Currently I work as an operations manager within client delivery and implementation, helping major utilities companies implement our operating model and CRM platform along with best practices to improve factors such as efficiency, leadership, productivity, and culture. I advise on structural, behavioural, and personnel strategies as well as providing feedback and recommendations to senior management. I work closely with major utilities companies that have millions of customers globally to improve corporate standards and customer service levels to achieve KPIs, ensure compliance, boost efficiency, increase productivity and streamline operations.Key achievements- Managed a successful implementation for a £223m client, creating a new training process that shortened delivery by several weeks and improved client satisfaction- Significantly reducing a major UK energy client’s phone wait times, bringing all the teams I worked with (some starting at ~26 minutes) down to a 60 second average in a matter of weeks- Greatly increasing employee satisfaction in our largest client’s business (as evidenced by anonymous rating platform Officevibe) by streamlining processes and coaching managers to build high-performing, happy teams- Formulated and implemented a new A-Z recruitment process for a £22bn client- Created an internal bank of resources and best practices for our business unit to reuse, including presentations, coaching sessions, and how-to guidebooks, enabling colleagues to save time and create impact faster

University of Birmingham

Bachelor's degree, English and Classics