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Emma Sowerby is a Continuous Improvement Manager at Age Partnership since May 2018, where notable achievements include enhancing call handling efficiency by 15%, generating significant revenue through new customer journeys, and saving over 4,000 hours in agent time. Prior to this role, Emma served in various positions at Gallagher from 2001 to 2017, including Lead Trainer and Training Coordinator, where responsibilities encompassed managing training support, creating training materials, and delivering comprehensive training programs across multiple business areas. Emma's expertise spans process improvement, stakeholder collaboration, coaching, and analysis of customer journeys, underscoring a strong background in training and development within the financial services sector.