Leading and coordinating Training and Quality at an outsourced Telco account in Sweden.

Quality Manager, positioned in a central Change and Improvement team working against multiple accounts.

Founded the position of Workfroce Manager at Etraveli, one of Europes largest Online Travel Agents. Forecasting inbound activities and staff need, direct managment of main outsourced partner. Deep analysis of contact patterns and management and contact deflection.

Focus on analysis of key business areas, such as customer satisfaction and sales. Also overall responsibility for delivery of internal- and external performance reports.

All support functions to Operations of a major customer service account, serving all of Sweden. Including:* Workforce Management - Managing a team of WFM specialists tasked with forecasting staff need and scheduling an account of +600 agents, including inbound- and outbound calls plus backoffice duties.* Real Time Management - Managing a team of RTM specialists operating a complex account with multiple sets of skills and across both incoming lines of business and outbound calls. * Sales - Implementing sales strategies but also improving current levels. Mostly inbound sales, but previous experience also includes outbound sales and cold sales.* Customer Satisfaction - Responsible for the continuous work with the clients CSAT activities. Improving on present CSAT levels primarily focused on NPS.* Training - Responsible for training of new employees, aswell as increasing competence of agents with a longer tenure.* Reporting - Developing channels of reporting and reporting tools.

Managing a team of customer service agents. Ongoing monitoring and coaching.

Managing both inbound- and outbound sales agents. Ongoing monitoring of agents KPI's and coaching of the team. Some minor duties with scheduling and forecasting.

Managing accounts and performing cold sales for www.klart.se.

Working in family business, organizing operations, purchasing

Conducting research on Swedish SMEs acting in the Baltic Sea Area.

Sales representative in Sweden for wholesaler in the skin care market. Developing new relationships with institutions and companies. Also in charge of purchasing and quality. Have successfully developed and executed a transformation of core activites.

Serving mandatory military service in leading operative squad in daily operations. Also training of new units.