Experience

Peak Performance

• Retail
• 300 - 400 Employee

• Consumer Service Manager

  • Jan 2023 - Present

  Stockholm, Stockholms Län, Schweden • Manage and coach team of 5 Tier 2 agent in-house and outsourced Tier 1 Customer Support team with up to 20 agents • Development and implementation of CS strategy, processes and KPI’s in alignment with business strategy • Voice of customer to internal stakeholder underlined with data and close collaboration with E-commerce, Marketing, Retail, Operations and Product developer to improve customer journey • Quality monitoring of processes and customer communication



Desenio Group

• Sweden
• Retail
• 1 - 100 Employee

• Head of Customer Service

  • Nov 2020 - Jan 2023

  Stockholm, Stockholm, Sverige • Coordinate merge of Poster Store and Desenio Customer Service • Implementation of AI - chat bot from ada within 2,5 weeks • Lead, coach and motivate the customer service team, a team of 55 people, for them to reach their targets. • Plan and structure the daily work to ensure it is run accordingly to the company goals and strategies • Gather statistics and results and present it to the CCO • Continuously work to identify improvement areas within the Customer Service • Handle… Show more • Coordinate merge of Poster Store and Desenio Customer Service • Implementation of AI - chat bot from ada within 2,5 weeks • Lead, coach and motivate the customer service team, a team of 55 people, for them to reach their targets. • Plan and structure the daily work to ensure it is run accordingly to the company goals and strategies • Gather statistics and results and present it to the CCO • Continuously work to identify improvement areas within the Customer Service • Handle the recruitment of agents and Team Leader to the Customer Service team Show less



Desenio AB

• Sweden
• Retail
• 1 - 100 Employee

• Team Leader Customer Service

  • Mar 2019 - Nov 2020

  Stockholm, Sverige • Planning, managing and supporting the team to provide high quality and relevant support services to our customers • Manage call and email escalation • Work cross-functionally between different departments throughout the organization • Hiring and onboarding of new employee for customer service • Responsibility for a team of 10 people with mainly focus on DACH, France, Spain, Italy, UK and Poland

• Customer Service Agent

  • Oct 2018 - Feb 2019

  Stockholm, Schweden • Provide customer service over phone, mail and social media • Help customers by answering questions and solving their problems. Common errands may include solving issues related to shipments, payments and products. • Administrative tasks according to company requirement • Link between Desenio ́s customer and the rest of the company regarding feedback and continuous improvement suggestions



Nordax Bank

• Sweden
• Banking
• 100 - 200 Employee

• Customer Advisor Customer Operation Germany/Pre-Collection Germany

  • Feb 2018 - Oct 2018

  Stockholm, Sweden • Entire customer service from loan application to disbursement and collection issues • Handling of incoming calls and emails • Communication and coordination with internal departments • Taking care of delinquent payments and creating repayments plans



Opticom Group

• Sweden
• Business Consulting and Services
• 1 - 100 Employee

• Researcher

  • Feb 2018 - Mar 2018

  Stockholm, Sweden • Over the phone market researches • Writing of survey summaries • Translation of German interview answers into English



Iwan Budnikowsky GmbH + Co.KG

• Shop Manager

  • Dec 2015 - Oct 2017

  Hamburg Meiendorf • General responsibility for all kind of orders and staff • Budget and process responsibility for the store Meiendorfer Straße with direct leading of 13 employees • Staff planning with SELMA

• Deputy Team Manager

  • Jan 2014 - Dec 2015

  Hamburg und Umgebung, Deutschland • Promotional product presentation of all kinds of products • Support and presentation the team management • Occasional staff planning for 9 employees with SELMA



DEPOT - Gries Deco Company GmbH

• Germany
• Retail
• 300 - 400 Employee

• Junior Manager

  • Sep 2013 - Dec 2013

  Hamburg und Umgebung, Deutschland • Cash settlement for the hole store and up to 20 cashiers • Administrative tasks according to company requirements • Promotional product presentation

• Sales Agent

  • Jul 2012 - Aug 2013

  Hamburg und Umgebung, Deutschland • Decoration according to company requirements • Customer advisory



Blumenhof Kehr

• Germany

• Florist

  • Aug 2011 - Jul 2012

  Hamburg, Tyskland • Floristry in Weddings and Events • Daily floristry, decoration of flowers • Teaching floristry to trainees • Plant care and vascular planting