Experience

Insurello

• Sweden
• Insurance
• 1 - 100 Employee

• Head of Operations

  • Apr 2022 - Present



Klarna

• Sweden
• Software Development
• 700 & Above Employee

• CS Delivery Management Accountable and Competence lead (Business operation manager) - Global

  • Dec 2020 - Apr 2022

  Stockholm, Stockholm County, Sweden Goal: Elevating the customer service offering globally and across the whole domain - Creating a team from scratch and set up vision/mission, recruitment and processes, Establishing KPIs. - Leading steering committee for each market to ensure progress in the KPI and remove blockers - Created a quarterly Agent Engagement survey to identify deltas in the experience and measure the impact of our projects - Set up a recognition framework (reward program, process to say thank you… Show more Goal: Elevating the customer service offering globally and across the whole domain - Creating a team from scratch and set up vision/mission, recruitment and processes, Establishing KPIs. - Leading steering committee for each market to ensure progress in the KPI and remove blockers - Created a quarterly Agent Engagement survey to identify deltas in the experience and measure the impact of our projects - Set up a recognition framework (reward program, process to say thank you directly to the agents, quality feedback approach) - information flow strategy review, etc..

• Acting - Global Quality owner - Customer Service Domain

  • Dec 2020 - Oct 2021

  Stockholm, Stockholm County, Sweden - ensuring quality would go smooth globally in the absence of the owner, - guiding the new quality leads - set up quality 2nd line (reorganisation) - reviewing and launching the new scorecard globally with strategic intention.

• Quality Accountable & Competence Lead DACH (Senior Service Delivery Lead) - Customer Service Domain

  • Mar 2020 - Feb 2021

  Stockholm, Stockholm County, Sweden - Managing a team of 10+ senior service delivery specialist - Setting up quality process according to COPC standard to ensure we can increase CSAT in the DACH market. - Data analyses & stakeholder management

• Acting Quality Accountable Lead UK - Customer Service Domain

  • Sep 2020 - Nov 2020

  Stockholm County, Sweden Taking on an extra team of 3 people, recruiting and setting up processes while the new manager was being recruited.



Klarna

• Sweden
• Software Development
• 700 & Above Employee

• Consumer and Merchant Experience Manager (Service Delivery Manager) - Service Center

  • Dec 2018 - Mar 2020

  Stockholm, Stockholm County, Sweden - Merchant Experience Global - Customer Experience DACH Market - Customer Experience Collection - Ownership of the CSAT/ MSAT process - Management of complaint, ensuring we feedback to the rest of Klarna what our customer and merchant are feeling, prioritisation of implementation.

• Merchant Risk investigation (Senior service specialist)- Global Markets _ Analytics

  • Jan 2016 - Dec 2018

  Stockholm, Sweden - Assessing the risk with all merchants who wants to offer Klarna as a payment method on their website - Analysing the merchant and decide on which condition Klarna can offer its service - Driving projects