Martin Bornesjö Email & Phone Number

Bangkok Metropolitan Area, Thailand

In my current role at Diakrit International, I stepped in as an interim manager during a critical period for the ANZ team. The teams were struggling to meet targets, which was impacting our customer experience. By fostering a culture of collaboration and strong team spirit, we quickly turned things around, raising customer satisfaction to over 95%. My role has since evolved to focus on supporting my team with the tools and resources they need to provide outstanding customer service. This involves conducting performance reviews, developing individualized development plans, and ensuring quality assurance. I also utilize my technical background to improve our systems and reporting capabilities. The transition to a 100% remote workforce during the COVID pandemic presented unique challenges, but I successfully navigated this shift, maintaining productivity and team engagement. Our success with remote work has led to its continuation as a long-term strategy.

Bangkok

As Team Leader for the Nordic region at Diakrit, I managed three teams of agents providing customer support to the Swedish, Danish, and Norwegian markets. My primary focus was on delivering an exceptional customer experience by empowering my teams to make informed decisions that best served our customers. I worked closely with my teams to ensure they had the necessary resources, tools, and training to provide top-tier service. This role also required me to conduct regular performance reviews, develop individualized development plans, ensure quality assurance, and manage reporting. Additionally, I served as an interim manager for the Australian & New Zealand team, leveraging my expertise in customer service to help them overcome challenges and meet their objectives.

Bangkok Metropolitan Area, Thailand

In this role, I successfully implemented a unified communication platform across five countries and two continents, enabling our support teams to deliver exceptional customer service from our Bangkok location. This initiative involved setting up dashboards to track key metrics and establishing a KPI structure to measure employee performance, resulting in improved team performance and business outcomes. My work as a Systems & Project Leader allowed me to blend my technical expertise with my management skills, ensuring that our teams had the tools and processes needed to excel.

Bangkok Metropolitan Area, Thailand

During this period, I was tasked with creating and implementing KPIs for agents and managers to track progress and ensure consistent performance across the customer relations team. This short-term assignment allowed me to focus on optimizing team performance and aligning our customer service objectives with broader business goals.

Stockholm, Sweden

As the Director of Administration at Loomis Sweden, I was responsible for overseeing the organization’s administrative functions, including managing teams that handled new contracts, invoicing, and customer registration in production systems. I played a crucial role in setting and managing budgets, staffing, and strategic initiatives aimed at optimizing workflows and improving team performance. A significant achievement during my tenure was serving as one of the seven project leaders for Loomis' largest IT initiative, which involved implementing a new ERP system from IFS across the entire company. This complex project required close collaboration with cross-functional teams to ensure a seamless system implementation, while also minimizing disruption to ongoing business operations.

Stockholm, Sweden

In the final phase of my tenure at Tele2, I served as a System Engineer following a major reorganization that affected my previous organization. During this period, I focused on ensuring the continuity of technical operations while the company underwent significant structural changes.

Stockholm, Sweden

Manager over three teams inside the Customer Administration organization.My work focused on the continues improvement of the teams and day-to-day operations. This includes finding synergies between teams and to promote the mindset of challenging the current ways of working to find new possibility to improve our business.My responsibility also includes salary reviews, competence development and budgeting. I had reoccurring 1on1 meetings with all my staff to find what motivates them and to build strong team players.

Stockholm, Sweden

I was tasked with merging the existing Mobile support team together with the Fix Net / VoIP team to create the group Service Desk Voice.The group handles all the technical customer support tickets for the Mobile Network, Fix Network(PSTN) and VoIP. As Team Leader and Senior Mobile Support technician I was responsible for all customer escalations and also the group support processes and strategic planing. My work also included analyzing and reporting on key performance indicators(KPI) and customer satisfaction index, and to creates a road map on how to increase the results in given areas. I was also responsible for the quality and training of the outsourced customer support team. I document and implement all the routines describing on how to handle the different customer cases.

Stockholm, Sweden

As the customer base expanded we divided the team into two teams, Support and Delivery. I stayed in support and built the team that would handled technical mobile network support.I also contracted and trained a outsourcing partner to handle first line customer support.

Stockholm, Sweden

I was integral to the launch of a new mobile provider across Sweden, one of TDC Sweden's most ambitious projects, involving hundreds of participants. Tasked with building and leading the local support and delivery team, I traveled to TDC’s Denmark HQ to gain essential knowledge, which I then used to establish and guide our Swedish team.My role encompassed process development, staff training, and ensuring seamless integration of the new mobile service into existing operations. I worked closely with cross-departmental teams, coordinating efforts to meet tight deadlines and maintaining high standards of service delivery. My team’s readiness ahead of schedule underscored our efficiency and strategic planning.This project demanded strong leadership, technical expertise, and effective collaboration, ultimately resulting in a successful nationwide launch. My contributions included managing escalations, delivery planning, and developing business proposals, all crucial to the project's success.

Stockholm, Sweden

Working closely with our wholesale customers to provide 3de line technical customer support and 1st line business support.

Diploma In Engineering, Computer Networks Systems

During this time I often used to stay behind and help fellow classmates by explaining the subjects we studied.

Computer Networks