Experience

Sonat AB

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

• Operations Team Leader

  • Sep 2021 - Present



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Senior Quality Assurance Lead

  • Feb 2021 - Sep 2021

• Support Team Lead

  • Nov 2016 - Feb 2021

  • Create and manage QA frameworko Create all training documents required to ramp up a QA teamo Create training schedules to ramp up QA team. Ensuring that we meet step goals of CSATs and Quality Score and sample sizeo Hold Constructive Feedback Training for support staff• Analysis and reportingo Create and manage all necessary reports for the QA teamo Deliver weekly report to client on QA activityo Report on QA activity in MBR and QBR presentations• Conduct DSAT RCA and Coaching• Lead QA teamo Hold one-to-ones with support staffo Lead weekly team meetingso Organise and lead weekly internal and external calibrationso Ensure all QAs are meeting their target for coaching to be doneo Providing all QAs with the tools and information required to complete their coaching Show less

• Global Process Owner

  • Aug 2017 - Feb 2018

  Coordinate the global approach between 3 sites.Share best practices.Support sites during ramp-up to ensure successful launch.Organize and oversee cross-site training.

• Quality Assurance Analyst

  • Jun 2016 - Nov 2016

  Analyze campaign optimization’s to ensure work is carried out in accordance with performance targets and quality for the team •Identify improvement opportunities within the Quality processes •Conduct root cause and other data analysis •Act as liaison with managers and supervisors to ensure consistent quality measurements •Execute ad-hoc quality requests as assigned by the Service Delivery Manager •Analyze Customer Satisfaction Survey results & recommend improvement efforts •Ensure process maintenance and continuous improvement •Provide one to one feedback and continuous improvement sessions to optimizing agents •Track trending, turn around times, handle times etc •Act as Subject Matter Expert (SME) for QA evaluations •Contribute to the QA Team’s development and share knowledge within the team Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Evaluator

  • Jan 2013 - May 2016

  • Responsible for all quality aspects of inbound and/or inbound contact across all channels (Voice, chat, forum, email) for 30+ agents across several lines of business and languages. • Responsible for customer satisfaction KPI, bucketing dissatisfactory surveys, and identify training needs and opportunities.• Lead and manage monthly Calibration sessions for coaches and team leaders as well as calibrations with other sites from around the globe.• Conducted language tests to assist in the recruitment process together with Team Lead.• Daily use tools like Ship, Excel, NICE, QTRIP.Achievements/projects:• Implementation of Coach-the-Coach process. Due to the success of the process, it was duplicated for multiple LoB’s across the site.• I was assigned as the lead quality expert in our site expansion project to assure the quality program standard for two sites in EMEA. • Responsible for covering several positions between both Operations and Quality:o Team Leader, Quality Manager, Quality Analyst Show less

• Stand-in Team Leader

  • Aug 2015 - Apr 2016

  I have been tasked with managing several teams spread across 2 lines of business and several languages.The main responsibilities are:Oversee service levels on calls and chatReview Case ManagementManage utilizationEnsure policy and procedure adherenceCoordinate the team to ensure breaks, lunch, holidays and sickness does not impact service levels



Stream Global Services

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Customer Support Professional on the Xbox account

  • Nov 2011 - Jan 2013

  • Assisting customers with any queries regarding the Xbox product. Including Hardware issues, Retention, Billing and Connectivity issues through Phone and Emails. • Update Norwegian templates for emails. Achievements/projects: • Acting manager for my team. • Was part of “Project Fortify” A pilot to test a new way of passing security procedures with the customer before implementing it for the business. • Assisting customers with any queries regarding the Xbox product. Including Hardware issues, Retention, Billing and Connectivity issues through Phone and Emails. • Update Norwegian templates for emails. Achievements/projects: • Acting manager for my team. • Was part of “Project Fortify” A pilot to test a new way of passing security procedures with the customer before implementing it for the business.



bet365

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• European Customer Account Advisor

  • Jul 2010 - Nov 2011

  • Supporting customers with queries and complaints via Live Chat, Email, Web message and phone. • Review accounts for fraudulent activity. • Proof-reading and benchmarking the content on the bet365 website. • Review phone calls. • Translating from Norwegian to English and vice versa. Achievements/Projects • Train new-hires. • Expert for the mobile products within the team. • Coach and train colleagues. • Supporting customers with queries and complaints via Live Chat, Email, Web message and phone. • Review accounts for fraudulent activity. • Proof-reading and benchmarking the content on the bet365 website. • Review phone calls. • Translating from Norwegian to English and vice versa. Achievements/Projects • Train new-hires. • Expert for the mobile products within the team. • Coach and train colleagues.



Environment Agency

• United Kingdom
• Environmental Services
• 700 & Above Employee

• Permitting Support Advisor

  • Nov 2008 - May 2010

  • Permitting and administration work. • Main point of contact for relative areas in our main Water Abstraction and Impoundment systems and databases. • Working with and producing maps and licences. • Gained extensive experience with MS Office, and especially Outlook, Word and Excel. Achievements/Projects • Main point of contact for relative areas in our main Water Abstraction and Impoundment systems and databases. • Training and coaching new team members in the use of internal systems, processes and databases. • One of the team experts in internal systems. Show less



Forsvaret - Norwegian Armed Forces

• Norway
• Armed Forces
• 700 & Above Employee

• Fire Fighter Assistant

  • Jan 2007 - Jan 2008

  Compulsory Military Service. Assisted Firefighters at the local Fire Department in the county with the day-to-day activities. Equipment maintenance, Fire Fighting, Traffic Control. Compulsory Military Service. Assisted Firefighters at the local Fire Department in the county with the day-to-day activities. Equipment maintenance, Fire Fighting, Traffic Control.