Therése Bengtsdotter
Customer Service Team Manager at Vision Direct- Claim this Profile
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Bio
Credentials
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Team Leader/Supervisor Level 3 - Distinction
ILMDec, 2019- Nov, 2024
Experience
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Vision Direct
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Retail
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1 - 100 Employee
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Customer Service Team Manager
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Mar 2021 - Present
- Responsible for direct management of a team of 12 customer service representatives for the UK and French market - Managing and coordinating orders, complaints, customer queries and reporting to senior management as well as dealing with customer escalations - Monitoring the operational side of the call centre, all in all 50-60 customer service representatives across several markets and channels(chat, voice and emails) - Responsible for direct management of a team of 12 customer service representatives for the UK and French market - Managing and coordinating orders, complaints, customer queries and reporting to senior management as well as dealing with customer escalations - Monitoring the operational side of the call centre, all in all 50-60 customer service representatives across several markets and channels(chat, voice and emails)
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Formica Group Europe
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United Kingdom
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Wholesale Building Materials
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200 - 300 Employee
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Customer Experience Manager – Northern Europe
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May 2017 - Mar 2021
Manager of the Northern Europe Customer Service team, incorporating day to day management of a team of 7 customer service representatives(including one team leader) covering several countries. The job includes coordinating orders, complaints, customer queries, reporting to senior management and deal with customer escalations. Responsible for the end to end complaints management process across Formica Europe, including reporting, process improvement, workflow management and claim escalations. Taking part in projects for improvements and team work efficiency, setting KPI and SMART goals, coaching and govern every day and monthly performance etc. Show less
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Snap-on Business Solutions
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United States
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Software Development
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500 - 600 Employee
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Customer Service Specialist
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Apr 2016 - Apr 2017
My work at Snap-On was a mixture of data analyzing and customer support regarding financial data for car dealerships and manufacturers. The job was deadline based and there were a big focus on planning your work to make sure you had the reports done in time, promising high quality data for the end customer. With this job an eye for detail and quality was part of the key values. I was also involved in the RCI work within the company. My work at Snap-On was a mixture of data analyzing and customer support regarding financial data for car dealerships and manufacturers. The job was deadline based and there were a big focus on planning your work to make sure you had the reports done in time, promising high quality data for the end customer. With this job an eye for detail and quality was part of the key values. I was also involved in the RCI work within the company.
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GfK - An NIQ Company
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Germany
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IT Services and IT Consulting
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700 & Above Employee
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Specialist product coding
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Apr 2013 - Mar 2016
My work at GfK was an administrative assistant role. A big part of the job was to secure and translate data from incoming files to our own database. The end product was reports on sale statistics for products, everything between cameras and kitchen supplies. This job was very deadline based and there was a big focus on planning and managing your own workload, making sure that you are on time. Within this job accuracy and speed were the key values. My work at GfK was an administrative assistant role. A big part of the job was to secure and translate data from incoming files to our own database. The end product was reports on sale statistics for products, everything between cameras and kitchen supplies. This job was very deadline based and there was a big focus on planning and managing your own workload, making sure that you are on time. Within this job accuracy and speed were the key values.
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WDS
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United Kingdom
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Telecommunications
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300 - 400 Employee
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Technical Support Agent
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Jun 2012 - Jan 2013
My work as a technical support agent was to offer the best possible help and information to customer to help them navigate and understand their mobile phones. Support was offered by calls, emails and web based chat. We used a CRM-system on daily basis, I have also helped to train and benchmark new agents. A part of the job was to escalate more technical problems and make sure the customers were given updates on their cases via their preferred method of contact. My work as a technical support agent was to offer the best possible help and information to customer to help them navigate and understand their mobile phones. Support was offered by calls, emails and web based chat. We used a CRM-system on daily basis, I have also helped to train and benchmark new agents. A part of the job was to escalate more technical problems and make sure the customers were given updates on their cases via their preferred method of contact.
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Mannatech Incorporated
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United States
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Wellness and Fitness Services
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500 - 600 Employee
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Customer Service Rep. Sweden
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Feb 2011 - Dec 2011
My work as customer service rep. at Mannatech was a mixture of helping and guiding customers as well as placing orders, keeping track of parcels, seeking information and all kinds of admin tasks. Working with JD Edwards to place and track orders. A part of the job was also proofing and translating information that were passed on to customers. Receiving calls/mails from several countries in Europe was part of my everyday tasks. My work as customer service rep. at Mannatech was a mixture of helping and guiding customers as well as placing orders, keeping track of parcels, seeking information and all kinds of admin tasks. Working with JD Edwards to place and track orders. A part of the job was also proofing and translating information that were passed on to customers. Receiving calls/mails from several countries in Europe was part of my everyday tasks.
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Axis Communications
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Sweden
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Computer Networking Products
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700 & Above Employee
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Technical Tester
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Apr 2009 - Oct 2010
Mainly my role was testing, assembling and packaging goods ready for pick up, they included a wide range of network surveillance cameras, I was responsible for managing my time and ensuring that all jobs where done to the highest of standards. Mainly my role was testing, assembling and packaging goods ready for pick up, they included a wide range of network surveillance cameras, I was responsible for managing my time and ensuring that all jobs where done to the highest of standards.
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Education
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2005 - 2005
Lund University
Informatics
Community
