Heidi Alli Email & Phone Number

-Digital Services business unit leadership team member-Business coaching for specialist teams-Growth and profit/loss responsibility-Leads customer relations and acts as interface to key customers and responsible for customer satisfaction-Participating for business unit´s key customers, key sales cases and strategic projects and services, e.g. Steering Groups-Strategy & offering-Responsible for Order Backlog & needed sales actions -Responsible for operational effectivity, quality of named team´s projects and services -Responsible for internal communication to employees & employee satisfaction-Responsible for named team´s KPIs, budgeting, investments, estimations and budget follow-ups-Represents Innofactor externally and internally relevant situations

-Service Owner, creates a plan for the Service and coordinates daily work within team-Responsible for reaching objectives and targets set to Service-Leads the service team and directs the work for team members -Service budget, invoicing, estimation and profitability responsibility-Responsible for service’s resourcing-Operates in Service’s steering group-Responsible for Service’s roadmap, budget and SLAs as well as customer satisfaction-Up-selling to the named customers

-Responsible for developing Innofactor's Nordic level internal ICT services-ICT budget control and handling invoices-Coordinate development projects within internal ICT-Internal communication related to IT topics-Customer satisfaction of internal customers-License management

Designing and implementing ICT service portfolio framework and service review process. Developed also service portfolio reporting.

Subject Matter Expert in credit card customer service. Training new and present customer service representatives. Responsible of developing the quality and performance of customer service. Contact person between contact center and different departments and stakeholders.

Contact center customer service regarding credit card invoicing, credit control and fraud and dispute services.

Receiving visitors, answering incoming phone calls and other administrative tasks.

Accounts receivable specialist and familiarizing with debt collection process

Team And Group Coaching Diploma

Developing team and group coaching competence by getting to know new learning practices and tools.

Certified Business Coach

Certified Business Coach -training program provides skills, knowledge, tools, hands on coaching experience and right mindset to work.

M.Sc. (Tech.), Industrial Systems Analytics

M.Sc. (Econ.), Information Technology

Education record

Exchange period in France

Education record

High School