Maria Holmström Blom Email & Phone Number

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.
• 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.
• 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.

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.

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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

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.
• Oversaw and… Show more
• 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.

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
• 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