Fia Engström Email & Phone Number

I have 18 years experience in customer service, both operational and strategic within B2C. I've worked my way from supporting demanding travellers at Arlanda Airport to being a part of Klarna's journey in becoming the world's favourite way to buy, to re-building the customer service team at Mathem during the pandemic where demand was abnormally high. My two main skills are leadership: - I love working with, and leading employees to success. Working with developing, coaching and goal setting of employees. Something which I have been sucessfull in doing in both Klarna and Mathem, by proven increased ESAT. - Improve current structures and processes by brining an innovative mindset and questioning standards in order to improve and enhance the customer experience. My experience includes:- Leading people through change and going from unengaged to engaged.- Implementing relevant KPI's and setting a structure for working with these as well as following up. - Leading leaders. - Customer service in social media.- Working with an outsourcing partner. - The responsibility for delivery in eight European markets. - Setting up on-call function.- Setting up Consumer Ombudsman role.- Working with VIP customers, both at Klarna and in Mathem, providing them outstanding support as per agreements.

Listed skills include Problem Solving, Stress Management, Customer Service, Airlines, and 26 others.

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  Berghs School Of Communication

  Social Media Strategy