Henning Exner Email & Phone Number

Stockholm County, Sweden

Solna, Stockholms Län, Sverige

Responsible for the overall Service Operations for all Commercial and Consumer customers on the Nordic and Baltic markets. Leading an experienced and talented team of Service Managers with the main responsibility to manage the service operations and create the best customer experience for commercial and consumer customers in the region. Working in close collaboration with the business units to develop new service offerings and generate business outcome. Main responsibilities- Managing the Nordic service operations, negotiating contract terms and prices with service suppliers - Drive strategic initiatives to improve the operational excellence and increase the customer satisfaction- Working closely with the Business Units to develop new service offerings and generate business outcome - KPI management and drive improvement activities in collaboration with suppliers and internal stakeholdersIT & Mobile CommunicationsCustomer Experience Vendor Management Contract Management Project Management Product Quality KPI & SLA Management

Kista, Stockholm

In charge of Samsung´s Nordic Service Network handling all IT & Mobile products. Main responsibilities:- In charge of the Nordic service network for IT and Mobile products- Managing a Nordic team of Service Network managers and Product specialists - Lead strategic projects to improve the service level and increase the customer satisfaction- Handle after sales relations and service agreements with Samsung Nordic channel partners - Follow up all main KPIs and report progress to Samsung head quarters in Korea- Manage the service marketing budget and coordinate all service marketing activitiesIT & Mobile CommunicationsCustomer Satisfaction Vendor Management Contract Management Project Management Product Quality KPI & SLA Management

Kista

In charge of Samsung´s Nordic service network handling over 40 000 service cases per month for both consumer and business customers, covering all products that Samsung are selling on the Nordic market. Main responsibilities:- Managing the Nordic service network handling all products sold on the Nordic market- Lead internal projects to improve the service level and increase the customer satisfaction- Handle after sales relations and service agreements with Samsung Nordic channel partners - Weekly follow up of all main KPIs and report progress to Samsung head quarters in Korea- Manage the service marketing budget and coordinate all service marketing activitiesCustomer Satisfaction Vendor Management Contract Management Project Management Product Quality KPI & SLA Management

Kista

In charge of the 1st & 2nd line support for B2B customers with Fixed broadband, Network security and Cloud services. In addition I built up the Information Management team, a 24/7/365 function responsible for distributing internal and external information to customers about network disturbances and planned maintenance in the network infrastructure. All of the work was done according to ITIL based processes. Main responsibilities:- Monthly follow up of the Customer Satisfaction score and take action on the dissatisfied customers- Weekly follow up of 1st line delivery to ensure the service- and customer based SLAs were met- Support the the Sales dep. in bid processes and ensure that offered service levels was achievable- Handle business customer escalations in close cooperation with the 3rd line technical support - Managing a team of 16 direct reports with full personal and budget responsibilityCustomer Satisfaction Vendor Management KPI & SLA Management Information Management COPCITIL

Kista

Responsible for the planning and optimization of Tele2´s mobile network in all of the countries where the company was running a business and was building an own infrastructure.Partly responsible for the creation of the nominal plan for Tele2´s and Telenor`s common nationwide GSM & LTE network in Sweden (Net4Mobility). Designing and planning of custom made indoor antenna systems for business customers to meet the growing demand on optimized indoor coverage and capacity.

Kista

Team leader with the responsibility for the 24/7 surveillance on the Network Operation Center and to act as support and provide technical expertise to the rest of the team. Responsible for handling all escalations and inform the rest of the organisation about major network incidents and planned maintenances. All of the work done according to ITIL based processes.

Kista

Technician and part of a team on the Network Operation Center with the responsibility to monitor the mobile network and escalate network and customer incidents to 3rd line support or to subcontractors.ITIL based work and operating 24/7.

Economic History

Qualified Vocational Education, Data & Telecom

High School, Social Science - Multimedia Program