Maria Holmström Blom Email & Phone Number

Stockholm, Se

Stockholm, Se

Stockholm, Stockholm County, Sweden

Stockholm, Stockholm County, Sweden

This role is mainly to identifying and developing concepts and opportunities to meet business strategies and project managing delivery of solutions through all phases of a project. The role also has a significant influence over the capabilities of solutions and how these fulfils the business requirements. The Project Manager works in collaboration to stakeholders across the business to ensure the solutions fulfils the requirement, and supports efficient and safe operational processes… Show more This role is mainly to identifying and developing concepts and opportunities to meet business strategies and project managing delivery of solutions through all phases of a project. The role also has a significant influence over the capabilities of solutions and how these fulfils the business requirements. The Project Manager works in collaboration to stakeholders across the business to ensure the solutions fulfils the requirement, and supports efficient and safe operational processes. In addition, this role is also responsible to manage and maintain relationship with outsourcing partners and contract new partners.Key projects include:• Managed a cross-functional team to analyse payment data, identify opportunities and risks, and conduct market research to develop relevant in-game currency packages for each market, enabling opportunity of increased sales.• Negotiated fees and managed relationships with Customer Service partners, reducing costs by 30% and optimising process flow.• Led a cross-functional team, including a third party, in a large-scale compliance project to integrate new functionality into the AI-powered chat moderation system, ensuring full compliance with privacy requirements (COPPA) for all 14 languages. Show less

Stockholm, Stockholm County, Sweden

The Customer Experience department consists of four teams, Customer Support, Player Safety, Localisation and Community Experience. The department is a central function, working across all our markets and products. It focuses on customer experience and safety for our core player group of young females.The Director of Customer Experience role is responsible to ensure that the department supports and contribute to Star Stables vision, mission, value and overall strategy. This contains… Show more The Customer Experience department consists of four teams, Customer Support, Player Safety, Localisation and Community Experience. The department is a central function, working across all our markets and products. It focuses on customer experience and safety for our core player group of young females.The Director of Customer Experience role is responsible to ensure that the department supports and contribute to Star Stables vision, mission, value and overall strategy. This contains responsibilities for leading and developing teams, performance, budget, strategy and operations to make sure to have efficient and professional service functions. Reported into the CEO with a team of a total 20 people.My main work in this role was in mentoring and leading the teams to deliver excellent customer experience, including throughout a company re-organisation. I was also maintaining and managing the strategic partnerships with outsourcing partners, expanding the company's capabilities developing our business. Show less

Stockholm, Stockholm County, Sweden

The Head of Customer Projects is responsible for developing strategic solutions for our customer channels focusing on customer experience. Supports and contributes to Star Stables vision, mission, values and overall strategy. This role is mainly to identifying and developing concepts and opportunities to meet business strategies and project managing delivery of solutions through all phases of a project. The role has a significant influence over the capabilities of solutions and how… Show more The Head of Customer Projects is responsible for developing strategic solutions for our customer channels focusing on customer experience. Supports and contributes to Star Stables vision, mission, values and overall strategy. This role is mainly to identifying and developing concepts and opportunities to meet business strategies and project managing delivery of solutions through all phases of a project. The role has a significant influence over the capabilities of solutions and how these fulfils the business requirements. The role works in cooperation with various teams, members and stakeholders across the business to ensure the solutions fulfils the requirement, and supports efficient and safety operational processes. In addition, this role is also responsible to manage and maintain relationship with outsourcing partners and contract new partners.Key projects include:• Led a strategic project to contract and transition to a new Customer Service partner, increasing the number of supported languages from 7 to 14 and prioritising safety queries.• Managed a cross-functional team, including third parties, in a large-scale project to develop and improve the AI-powered chat moderation system, which now tracks and flags suspicious activity in all supported languages. This has resulted in an overall safer game experience for our players and enabled data-driven decision-making for future developments.• Headed project implementing and enabling Customer Service for the Star Stable Online game on mobile.• Negotiated contract and managed relationship with the Customer Service System provider, resulting in enabling multi-product and AI powered support tool. Show less

Stockholm, Sweden

The Director Customer Service is responsible for leading and mentoring the Customer Service and Social teams. This includes developing and implementing strategy, budget, and operations to ensure efficient and professional service functions. The Customer Service department is a central function that supports all markets and products, focusing on customer experience and safety for the core player group of young females.In addition to department leadership, the role also manages projects… Show more The Director Customer Service is responsible for leading and mentoring the Customer Service and Social teams. This includes developing and implementing strategy, budget, and operations to ensure efficient and professional service functions. The Customer Service department is a central function that supports all markets and products, focusing on customer experience and safety for the core player group of young females.In addition to department leadership, the role also manages projects across teams, optimises processes, and implements new methods and processes. This includes managing and maintaining relationships with outsourcing partners, contracting new partners, and developing new business-related initiatives. Also headed the Translation department. Reported into the CMO with a team of a total 20 people.Sample of key achievements:• Demonstrated confident and fair leadership, successfully created a solution-oriented, proactive, collaborative, and safe environment. • Headed the contracting, and managed the relationship, implementing a new partner for human in-game chat moderation services for all 14 supported languages, leading to a safer and more responsive moderation service.• Contributed to the large-scale project of contracting and moving to a new partner for risk protection technology and integrating a new AI-powered in-game chat moderation system. The new technology generated new opportunities for the business, enabling our focus on creating a safer gaming experience for our players and on enhancing data-driven process.• Contracted and managed the relationship with a Translation partner to integrate machine translation of customer queries, achieving 100% coverage of requested supported languages. Show less

Stockholm, Sweden

The Manager Customer Experience is responsible for developing the Customer Experience department to improve customer experience overall. Leading and mentoring people, managing and developing processes related to the Customer Experience teams, consisting of Customer Service, Customer Communication, Translation and Risk protection. In addition to department leadership, the role is also maintaining relationship with outsourcing partners and contracting new partners. Project management of… Show more The Manager Customer Experience is responsible for developing the Customer Experience department to improve customer experience overall. Leading and mentoring people, managing and developing processes related to the Customer Experience teams, consisting of Customer Service, Customer Communication, Translation and Risk protection. In addition to department leadership, the role is also maintaining relationship with outsourcing partners and contracting new partners. Project management of implementing new methods and optimising processes for the Customer Experience department. Reported into the CMO with a team of a total 20 people.Sample of key achievements:• Reorganised the Customer Experience department, achieving optimised processes, increased efficiency and 20% reduced cost.• Led cross-functional project certifying the Star Stable online game, the Friends and Horses apps for COPPA (Children’s Online Privacy Protection Act), resulting in Star Stable (as an operator directing its services to children under 13 years of age) being fully compliant with the COPPA requirements.• Sub led project contracting a partner for integrating an AI-based system with risk detection technology and with a fully managed service. The new technology generated new opportunities, building a safer in-game environment for children and all users playing Star Stable. Show less

Stockholm, Sweden

Prepared customer service framework for a start up GPS-based mobile game.

Stockholm, Sweden

• Founded and built the Customer Service Operations overall• Led several projects for Customer Service, implementing and developing processes for support systems, online chat and online FAQs for royalgames.com and for king.com.• Contributed to several projects of developments and game launches (e.g. Candy Crush) and services (e.g. payment services), to various platforms (web and mobile) for Customer Service integration, enabling efficient customers case handling.• Oversaw and… Show more • Founded and built the Customer Service Operations overall• Led several projects for Customer Service, implementing and developing processes for support systems, online chat and online FAQs for royalgames.com and for king.com.• Contributed to several projects of developments and game launches (e.g. Candy Crush) and services (e.g. payment services), to various platforms (web and mobile) for Customer Service integration, enabling efficient customers case handling.• Oversaw and optimised Customer Service processes, improving quality and enhancing overall customer experience.• Contracted and enforced international outsourcing 1st line Customer Service, and further requirement definition to the outsourcing partner, increasing the number of supported languages from 8 to 13,. This also resulted in enabling expansion and scaling-up opportunities for Customer Service during the company growth. • Mentored leadership for the in-house department Customer Service (2nd line Customer Service, fraud, security, payment & withdrawal). Motivated employees and ensured that training and development needs were met. Reported into the Managing Director with a team of total 15 people.• Reorganised the in-house Customer Service department, resulting in improving efficiency and almost 40% reduced cost for the department.• Budget responsibility and member of an internal steering group.• Initiated ideas and processes for loyalty programs for valued customers (players). • Contributed and created comprehensive business processes, including documentation, such as for recruitment, introduction, coachning, performance appraisal and goal setting during the early years of the company growth. Show less

Stockholm, Sweden

• Built and developed the Customer Support Operations overall, leading and managing a team of 35 people across five teams. Reported into the COO.• Successfully coordinated the reorganisation and relocation of the technical support, resulting in significant improvements in quality and customer satisfaction.• Led a project to implement a new phone switchboard • Contributed to several projects to develop and launch household services (e.g. Spray Internet) and portal services (e.g… Show more • Built and developed the Customer Support Operations overall, leading and managing a team of 35 people across five teams. Reported into the COO.• Successfully coordinated the reorganisation and relocation of the technical support, resulting in significant improvements in quality and customer satisfaction.• Led a project to implement a new phone switchboard • Contributed to several projects to develop and launch household services (e.g. Spray Internet) and portal services (e.g. Spray Date) for Customer Support integration. Show less

Stockholm, Sweden

• Planned and organised the daily operations for Customer Support, collaborating with other team leaders to ensure a seamless and efficient workflow. • Led and distributed work among a team of 8 people, empowering them to achieve their goals and exceed customer expectations.

Stockholm, Sweden

• Acted as early childhood educator with experience working in preschool, primary school, and leisure center primary school, including children with special needs. • Contributed to two leisure center primary school start-ups and one preschool start-up • Responsible for summer period operations, coordinated schedules and activities• Supervised child care assistant interns