Emma has 7 years of consulting experience working across a range of industries including both Public and Private Sector companies. More recently she has focused her work on the Legal Services and Insurance sectors focusing on driving productivity and performance in both progressing claims and improving SLAs that monitor inbound calls from clients and other internal departments. This has involved working with Team Leaders and Managers, implementing an effective Management Operating System (MOS) and designing, building and rolling out accurate Resource Models.

Emma’s skillset is focused on upskilling and coaching client teams to be able to deliver the change through them, ensuring great buy-in and ownership of the solution, to deliver substantial and sustainable results. In Emma’s most recent financial services engagement, SLA performance of a customer services team has achieved a 40% increase, resulting in significantly enhanced customer and commercial outcomes.