Monica Lillehjem Email & Phone Number

Larvik, Vestfold Og Telemark, No

Norway

Responsible for the global customer support organizational structure. Lead, manage and develop a great global Customer Support team. Seeks to deliver a great customer experience from prospect to renewing customer as well as understanding key customer journeys and seeks to optimize them. Ensures relevant documentation, FAQs, and training are created to support the customer. Develop KPIs and report on them regularly for actionable insight. Identify the tools needed to achieve success. Collaborate strongly with other customer-facing groups to deliver seamless, shared customer journeys. Supports internal and external customers with their account- and product-related support questions.

Tjodalyng, Norway

Responsible for product planning and execution throughout the product lifecycle, including: gathering and prioritizing product and customer requirements, defining the product vision, and working closely with engineering, sales, marketing and support to ensure revenue and customer satisfaction goals are met. The position also includes ensuring that the product portfolio supports the company’s overall strategy and goals.

Tjodalyng, Larvik

Ricochet AS merged with Jotron AS per 01.01.2013. New position with integration responsibilities to continue delivering products / projects while integrating the company into Jotron AS.

Horten, Norway

Director of the Project and Support department at Ricochet AS. Ricochet supplies recorders within the ATC and CAPSmarked all over the world. Responsible for resource management, deployment, invoicing and revenue calculations, budjett calculation, efficiency, enhancement of proceedures, discovering and contract negotiations with partners, customer contact for million $ contracts.

Oslo Area, Norway

Managing technical consultant and project managers in Norway as part of the IT consulting department. Operationalresponsibility for Norway and Sweden. Responsibilities include hiring, staffing and maintaining the existing team.Establishing budgets, GAPP revenue, revenue recognition for the two countries. Developing procedures and processes,including implementing new routines as smoothly as possible. Resolve operational issues, assisting sales in pre-sales activities to establish a proposal to the customer.

Oslo Area, Norway

Managing the Customer, product deliveries and all resources necessary to successfully complete enterprise deploymentsand achieve the highest possible levels of Customer satisfaction. 80% of available time is spent planning and coordinating complex, packaged implementation services at customer sites. These include installing Dell and Dell|EMC storage branded products into either Dell or non-Dell product environments, including both third party Wintel (IBM, Compaq, etc) and occasionally into proprietary UNIX, environments. Work with customers, local Dell Service Provider technicians, Dell Sales/ASG Teams and Consultants from Dell Professional Services. 10% of available time is spent building relationships with appropriate individuals and teams, in the countries within the Deployment Manager’s region. 10% of available time is spent ensuring that operational metrics are attained. These are both financial and qualitative.

Oslo Area, Norway

Responsible as the key contact for services to represent the (remote) service delivery teams in the EBU BU. Ensures agood understanding with sales regarding processes and performances and pro-actively informs stakeholders in case ofchanges. Actively communicates back internal customer satisfaction to service delivery teams. Presents to SMT’s status of performance and drive higher level of understanding of operational performance in the BU as well as improvedunderstanding of sales / customer requirements in the call centers. Recommends changes to policies.

Dublin, Ireland

Technical Account Manager (TAM) Services are offered with all Platinum and Gold service level contracts. The TAM isassigned a set of customers and is responsible for overseeing the technical support relationship between the customer andDell. The TAM is accountable for the timely resolution of all support related issues within the customer’s enterpriseenvironment. The assigned TAM will provide both incident based support and proactive support functions

Fredericton, New Brunswick, Canada

Mentoring of courseware, Customer Service Consultant and assistant team leader. Customer support done through e-mail,phone and live chats. Helping customers navigate through the various training web sites. Troubleshooting the issues thatcan arise while using the software on either home computers or on networks. Involved in the training of new staff and in thedevelopment of departmental policies. I also assisted in establishing a standard procedure for issue resolution, ticketing and metric recording.

Fredericton, New Brunswick, Canada

Network Administrator for an NT network, DHCP server, VUE server, Prometric server, LINUX server, WINS server, DNSserver – supporting 200 users. Instructor in the following: NTWorkstation 4.00 NT Server 4.00 NT Server in theEnterprise 4.00 - Networking Essentials - TCP/IP - Exchange Server 5.5 - A+ -CNA 4.11 Corporate training in the following: -Microsoft Office Suite - Word - Excel - PowerPoint - Access

Sandefjord, Norway

Duties including the following: Network Administration, Teaching: Windows 95, MS-DOS, Microsoft Excel, Microsoft Word, Microsoft Access, Microsoft PowerPoint Bookkeeping, Scheduling course, Dealing with the public, Sales, Repair, on-site as well as off-site, Marketing of new courses, Technical writing of course material

Master'S Degree, Innovation And Management

Sepcializing In Rhetoric, Communication And Management, Bachelor Of Management

Bachelor, Management

Specializing In Performance Management, Business Administration And Management, General

Specializing In Project Management, Bachelor Of Management

Degree In Business Economics, Bachelor Of Management

Engineer, Computer

Itss, Information Technology, Information Technology Support Sepcialist