Experience

MediCarrier AB

• Sweden
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Head of Customer Service

  • 2023 - Present



ApoEx

• Sweden
• Pharmaceutical Manufacturing
• 200 - 300 Employee

• Head Of Customer Care (interim)

  • 2022 - 2023

  - Interim Head of Customer Care, managing customer service, customer success and business support - Project lead for insourcing customer service, recruiting new team and starting up inhouse customer service - Lead in acquiring and implementing omnichanel customer service platform - Interim Head of Customer Care, managing customer service, customer success and business support - Project lead for insourcing customer service, recruiting new team and starting up inhouse customer service - Lead in acquiring and implementing omnichanel customer service platform



Påmind

• Sweden
• Financial Services
• 1 - 100 Employee

• Head of Customer Success

  • 2021 - 2021

  Inbound and outbound contact with Påmind's customers. Areas including customer support, sales and advising customers on how go get the best deal on their subscriptions, loans and insurances. Products ranging from mobile telephone and broadband, to home insurance and electricity. Being part of management team and app development in a start-up "everything is possible" type of environment and culture. Inbound and outbound contact with Påmind's customers. Areas including customer support, sales and advising customers on how go get the best deal on their subscriptions, loans and insurances. Products ranging from mobile telephone and broadband, to home insurance and electricity. Being part of management team and app development in a start-up "everything is possible" type of environment and culture.



BSH Home Appliances Group

• Germany
• Manufacturing
• 700 & Above Employee

• Head of Contact Center Service

  • 2018 - 2021

  Head of Contact Center for region Northern Europe, which includes: - 80 employees - 4 Contact Center sites spread out through the region - Supporting mainly Nordics, but also Baltics - Dealing with all brands within the region and consumers, resellers and partners - Responsibilites ranging from call center, to field planning, claims, social media, etc - 24/7 support through call center partners Head of Contact Center for region Northern Europe, which includes: - 80 employees - 4 Contact Center sites spread out through the region - Supporting mainly Nordics, but also Baltics - Dealing with all brands within the region and consumers, resellers and partners - Responsibilites ranging from call center, to field planning, claims, social media, etc - 24/7 support through call center partners



Allra

• Stockholm, Sweden

• Head of Customer Service

  • 2014 - 2018

  Head of Customer Service reporting directly to CEO. Working within areas of pension, insurance, loan and savings. Tasks in department including: - sales, cross sales and up sales - head of products and product development - winback and anti churn - insurance broking - quality assurance - collection - claims handling - complaints handling - customer satisfaction including NPS and NKI - recruitment - project management - budget - etc Head of Customer Service reporting directly to CEO. Working within areas of pension, insurance, loan and savings. Tasks in department including: - sales, cross sales and up sales - head of products and product development - winback and anti churn - insurance broking - quality assurance - collection - claims handling - complaints handling - customer satisfaction including NPS and NKI - recruitment - project management - budget - etc



Philips

• Netherlands
• Hospitals and Health Care
• 700 & Above Employee

• Customer Care Center Manager, Nordics

  • 2012 - 2014

  Responsible for the operations of the Nordic Customer Care Center by adhering to the defined processes and ensuring maximum customer satisfaction. This function is coordinating and leading the daily service. The Front Office part consists of Call & Dispatch and Remote Service. The Back Office consists of functions like Preventive Maintenance Planning, Upgrade Planning, Installed Base & Master data Management, Quality Assurance, Logistics and Contract Management. Responsible for the operations of the Nordic Customer Care Center by adhering to the defined processes and ensuring maximum customer satisfaction. This function is coordinating and leading the daily service. The Front Office part consists of Call & Dispatch and Remote Service. The Back Office consists of functions like Preventive Maintenance Planning, Upgrade Planning, Installed Base & Master data Management, Quality Assurance, Logistics and Contract Management.



Tele2

• Sweden
• Telecommunications
• 700 & Above Employee

• Manager - Technical Customer Support

  • 2009 - 2012

  Managing a 2nd and 3rd line technical support team consisting of 30+ support technicians. Taking care of daily operations meeting KPI targets, recruitment, budget, cost efficiency, performance review, personell development, coaching and leading.

• Team Leader - Technical Customer Support

  • 2006 - 2009

  Team Leader for Tele2's Technical Customer Support, residential internet and VoIP.



Colt Technology Services

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Product specialist / Duty manager

  • 2004 - 2006

  Responsible for recruitment, education and internal certification of all support personell. Personell development, feedback, target adherence and quality assurance. Coordinating and being single point of contact for complaints, making sure helpdesk meets all SLAs, escalations, high priority cases, VIP customers and incident reports. Responsible for recruitment, education and internal certification of all support personell. Personell development, feedback, target adherence and quality assurance. Coordinating and being single point of contact for complaints, making sure helpdesk meets all SLAs, escalations, high priority cases, VIP customers and incident reports.