Genesys

Account Director 

Vergic Engage

Puzzle acquired Vergic in 2021.  

Worked with customers like, Telenor, Storebrand, Clas Ohlson

Director Business Dev. & Account Executive 

IKEA

Worked within the Global CX Organisation developing the IKEA Customer Support Centers

- In the project delivering a new global Genesys Contact Center Platform to 30 local sites
- Introduced proactive digital engagement, increasing online conversion rate in check out from 3,8% to 25%
- Introduced a global digital training for all workforce managers

Global CSC Business Developer

During my 10 years as the Global CS Manager at H&M I gained a huge experience around eCommerce, Customer Experience and Operational Best Practices, working for Genesys gave me the possibility to combine my skills and experiences with the capabilities of the Genesys CX platform to help other companies to utilize the features and deliver a great CX.

- Improved digital customer experience, reduced customer effort and improved operations
- Helped customers improv online conversion rate
- Increased customer satisfaction and 1st contact resolution

Worked with customers like: Marks&Spencer, Swedbank, Vodacome, Telenor, DNB, Mercedes and Bank of Ireland

Business Consulting Director

Started as a Customer Service Manager in Sweden 2002 with 120 employees and left the organisation as the Global CS Manager responsible for a organisation with +1500 employees in 8 countries.  

- Started Contact Centers in Denmark, Germany, The Nederland's, Spain, UK & US.
- In the H&M expansion team starting up E-com in Germany, NL, Austria, UK & US.
- Developed H&M Customer Service to a profit center with a yearly sales of +1 billion SEK.
- 3 times Winner of Best Customer Service in Sweden
- Winner of Best CX in the Nederland's
- E-com brand of the year 2012
- Member of the board (Svensk Digital Handel)

All this together with a great team of people that I had the privilege to work with during my 10 years at H&M.

Global Head of Customer Service

Sällma AB

Created and executed Sales training for Account Managers in Sweden. Worked with  Coach training in several organisations. Some of the companies I've trained and coached people in was Nokia, Telia and Statoil. 

I also wrote the Swedish book " Kundmatchen" (The Customer Game) together with a colleague from Sällma, and the book was publish by one of the biggest publisher in Sweden (Liber AB)

Account Executive & Senior Principal Consultant

Trygg-Hansa

Trygg-Hansa is owned by RSA, one of the world's largest non-life insurance companies. 

Trygg-Hansa offers comprehensive covers of non-life insurance for private persons and companies

The company works in a Nordic organization and has four major business areas: Commercial, Personal, Care and Nordic Risk Solutions/Marine. Claims is operated in the unit for Operations

Sales Business Development

O. Kavli AB

Started as a trainee and then moved in to a roll working as a Account Manager with my own district an sales budget in Sweden.

Account Executive

+25 years in different Management, Sales & Customer Experience roles at Trygg-Hansa, H&M, IKEA and Genesys. Started and managed CX organisations that grow to +1500 employees in 8 countries. Today I'm helping brands and organisations to deliver a great customer experience while increasing revenue.

- Started up Customer Support Centers in The Nederlands, Germany, UK, US and Spain
- 3 times Winner of Best Customer Service in Sweden
- Winner of Best CX in the Nederland's
- E-com brand of the year 2012

Author of the Swedish Book "Kundmatchen"  (The Customer Game) and one of two people running the Swedish YouTube channel “Utan spaning ingen aning” https://www.youtube.com/channel/UCNYWfkNhz1TaROK02NcJouA

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