Sofie Ihamäki Email & Phone Number

Stockholm, SE

Uppsala, Uppsala Län, Sverige

• Heading the Quality and Training departments within the Customer Services organization, including as well the team handling Customer Claims, Consumer board cases and cases concerning law suits globally. With a high.
• Doubled the team size and made successful organizational changes
• Implemented new Quality systems both for manual audits and automated tools through AI
• Successfully completed the on site start up training of three new outsourcing locations (Mauritius, Medellin & Ho Chi Minh)
• Significantly improved Customer satisfaction (CSAT) while also reaching company targets of decreased cost per order.

Uppsala, Sverige

• Responsible for the Frontline Quality & Training teams and as well the overall customer service handled by Etraveli Outsourcing partners through incoming and outgoing emails and phone in 75 markets. In January 2020 the.
• Successfully moving in to Virtual work for all CS Employees
• In very short timeframe transition all trainings from classroom to virtual, and we did lots of trainings during the pandemic.
• Proactively sending bulk emails with information to impacted customers, to decrease incoming contact volumes and improve customer experience.

Uppsala

When I first started this position within Etraveli it was a new focus, up until then Customer Service was focusing mainly on efficiency. With my focus as a sales manager we managed a smooth cultural change within Customer service, where we today also have a sales and income focus on all customer contacts through phone, e-mail and Social Media. Working with.

Uppsala, Sverige

Overall responsible for KPI’s within service and efficiency including the results of our Outsourced Customer service unit in India. Responsible for team of 30 customer service agents and one supervisor. Working with leadership and coaching to reach the set goals but also continuously developing systems and ways of working. During my time in this role we.

Stockholms Län, Sverige

Overall responsible for service and sales though inbound and outbound calls for both direct customers and B2B, e-mail, chat and social media. Including private travels and group travels for TUI Contact Center in Stockholm. Staff, budget, and strategic focus on future developments and changes. During my time as Sales Manager for the Contact Center I was for.

Stockholm, Sverige

Overall responsible for sales made through TUI Sweden Group and conference sales team. Staff, budget and result responsible. In addition to my role as Group and Conference manager I was also heading the cooperation with affiliated company Wonder Cruises and co-operating company “Sportresor”. Arrange common marketing and sales activities etc.

Overseas

Overseas Destination Manager during different seasons for several different destinations. Responsible for all TUI Nordic operations within the destination. Co-operations with hotels and the local agent is a big part, as well as all of the staff, products, budget and on destination sales. In Mexico my second season as Destination Manager we beat ancillary.

Fritidsresor, Overseas

Ansvarig för daglig drift, service och försäljning på destinationen samt personalansvar för 15 personer.

Fritidsresor, Overseas

Ansvarig för bokning av gäster hotellvistelse vilket inkluderar daglig kontakt och samordning med lokala hotell samt Fritidsresors huvudkontor. Ansvarig för betalning av fakturor från hotell, bussföretag och andra samarbetspartners samt veckovis redovisning av destinationens likvida medel. Ansvarig för beställning av busstransporter på destinationer samt.

Fritidsresor, Overseas

Gästservice, guide vid utflykter, problemlösning och försäljning är några av en reseledares vanliga arbetsuppgifter.

Visby, Sverige

Övergripande ansvar för personal, rekrytering, utbildning och vidareutbildning. Varuinköp samt vecko- och månadsvis redovisning av likvida medel. Övergripande personalansvar på över 80 medarbetare.