Jenni Fredlund Email & Phone Number

Tampere, Pirkanmaa, Finland

Dublin, Ireland

Dublin, Leinster, Ireland

• Appointed to Service Desk Team Lead for two busy divisions, the Out of Hours team and a Service Desk pool which contains three key accounts, headcount 13 employees
• As a Service Desk leader, I am responsible for planning, reporting and targets
• Liaising with other leaders in the center due to the cross-functional support of the out of hours team in addition to working directly with internal Service Management teams and the client-side Service Delivery team

• Appointed Team Leader involved in handling both internal and external interviews for new hires
• Responsible for the Centralized Technical Support division, which consists of 25 headcount, 6 key accounts covering 5 languages
• Responsible for case volumes and targets as well as reporting on personal targets for performance review purposes in addition to handling of client escalated cases
• Deputising for senior leaders during vacation periods and business travel
• Conducted workload analyses to measure team’s efficiencies

Ireland

• Asked to take on the role of Service Delivery Manager in a seconded capacity
• Worked with an international team to reform the deskside delivery model, directly with the client onsite and via tele-conference in addition to single escalation point of contact
• Provided performance matrices on current open technical constraints directly to the client
• Involved in creating new processes and deployment of same

Dublin

• Appointed Assistant Team Leader as part of the Centralized Technical Support team
• Assisting in collecting data for case volume and target as well as reporting on personal targets for performance review purposes in addition to handling of client escalated cases
• Lead the Office 365 Technical Project from conception to deployment
• Asked to take on the role of O365 Technical Project Coordinator in a seconded capacity

Dublin

2nd line technical support memeber as part of the Centralized Technical Support team for various clients and supported languages

Dublin

• Responsible for the Finnish team handling high volume of calls and emails for key client
• Dealt with queries on password resets, application support to network issues, also logging query and dispatching
• Handling ticket queue, acting as backup for IMKD (internal knowledge database) for accounts
• Responsible for performing quality analysis for the team as focal point and appointed New Hire Focal point support the leadership team

Dublin

• Worked for the product Escalation Team handling incoming contacts from multiple channels for UK-I, Norway, Sweden and Finland
• Handled both customer service and technical service issues in addition to escalations
• Held the position of Quality Analyst for the Nordic Markets
• Supported multiple projects including translations, pre-production testing of tools and products

Dublin

• Focal point for Global Knowledge Base for my team
• Involved heavily in process improvement and design

Dublin

• Handled high volume of calls and solutioned complex cases daily
• Supported multiple countries including Finland and Sweden
• Acting Focal for the internal Knowledge Database for the supported account