TOM Erik SKJØNSBERG
Cospicua, Malta
Summary
Seasoned Customer Experience Manager with a proven track record, enhancing customer satisfaction and loyalty through effective feedback management and data analytics. Demonstrated excellence in project management and team leadership, achieving a notable 31% increase in NPS for Serenata Flowers. Expert in driving continuous improvement and fostering strong customer relationships.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Serenata Flowers
San Giljan
05.2022 - Current
- Facilitated regular team meetings to discuss customer issues, complaints, and suggestions for improvement
- Developed and implemented customer service policies and procedures to ensure consistent, high-quality customer experiences
- Created and developed strategies for customer satisfaction, loyalty and retention
- Analyzed sales data and used statistics to understand customer habits and promote new strategies
- Identified potential business risks and resolved issues, supporting company operations
- Analyzed customer feedback data from various sources to inform product development decisions
- Negotiated contracts with vendors or distributors to manage product distribution
- Managed multiple customer experience projects which led to a 31% increase in NPS
- Introduced enhancements to established products to increase sales
- Advised business on local, national and international factors affecting buying and selling of products and services
Customer Service Quality Manager
Betclic
Sliema
08.2021 - 12.2021
- Performed root cause and developed corrective actions plans
- Prepared monthly progress reports summarizing key metrics related to overall quality levels
- Established key performance indicators for measuring the effectiveness of the company's customer services
- Implemented new systems for training and quality management
- Implemented new procedures and a new quality analyst team for monitoring and development of customer service agents
Reporting and Knowledge Manager
White Hat Gaming
Mosta
06.2019 - 07.2021
- Provided guidance to stakeholders on best practices for capturing, categorizing, maintaining and utilizing organizational knowledge
- Designed interactive training materials aimed at improving employee understanding of knowledge management concepts and techniques
- Assisted teams in developing strategies for managing large volumes of data while ensuring accuracy and completeness
- Built KPI reporting and knowledge management for customer services
- Transitioned from LiveChat and e-mails to use of Zendesk for communication and knowledge management in customer services
- Analyzed feedback from users regarding their experience with current systems and provided recommendations on how they could be improved
- Developed strategies for effective communication of key knowledge across the organization
Customer Service Quality and Training Manager
White Hat Gaming
Mosta
05.2018 - 06.2019
- Provided feedback and coaching to employees on their performance after trainings
- Conducted assessments to measure effectiveness of training programs
- Presented training courses for employees, utilizing various approaches such as lectures, demonstrations, role-playing, and group activities
- Developed and maintained training materials, including user guides, quick-reference cards and job aids
- Assessed individual and team performance metrics post-training program completion
- Assessed employee performance to determine improvement in productivity and efficiency and recommended training solutions when needed
- Applied a blended learning approach to training and development, combining classroom teaching and online learning
- Led onboarding sessions for new hires in order to orient them into the organization's culture
- Designed, developed, and maintained e-learning modules for employee learning
Customer Service Manager
Concentrix - Opel OnStar
Luton
10.2016 - 12.2017
- Utilized problem solving techniques to quickly resolve escalated issues from customers
- Managed customer service staff by communicating expectations and monitoring and analyzing results
- Coached and provided feedback to staff to improve performance and achieve company objectives
- Maintained customer satisfaction by gathering actionable insights and offering solutions
- Lead team of customer service representatives to ensure quality standards are met
- Conducted regular performance reviews and provided coaching and feedback to staff members
- Analyzed customer feedback and identified areas of improvement
- Monitored daily operations of the customer service department including call volume metrics and quality assurance scores
- Coordinated with internal teams such as sales or billing departments to provide seamless resolution of issues
- Developed strategies to improve response time and reduce wait times for customers contacting the department
- Prepared and presented customer service reports to management
- Created reports detailing key performance indicators related to the customer service team's activities
- Implemented process improvements such as automation tools to increase efficiency across the team
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
Customer Relations Manager
Teleperformance and Sykes - HP Inc. Customer Support
Ljusdal and Dals-Ed
11.2008 - 09.2016
- Assisted in training new Customer Relations staff members on proper procedures and protocols
- Delivered high level of leadership to support customer service representatives and clients
- Collaborated cross-functionally with other departments to resolve complex issues
- Identified potential issues that could affect customer relations positively or negatively
- Liaised cross-functionally to obtain supporting information, optimizing customer experience
- Monitored trends in customer service requests to identify opportunities for process improvement
- Created reports summarizing customer interaction data for upper management review
- Identified staffing requirements to interview, hire and train new employees
- Utilized creative approaches to enhance the overall level of customer satisfaction
- Reviewed current processes to identify and implement continuous improvements
- Developed training modules and documentation to train staff
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
- Identified operational process inefficiencies to recommend necessary improvements
- Led successful project to consolidate HP Inc's non-tech support functions into one team, leading to a cost saving of 65%
Education
Diploma - Management and IT
Gjerde's Videregående Skole
Drammen, Norway06.1996
Skills
- Customer feedback management
- Data Analytics
- Project management
- Customer journey mapping
- Change management
- Process improvement
- Creative thinking
- Performance measurement
- Team leadership
- Organizational Skills
- Continuous Improvement
- Customer Relationship Management
Certification
- Zendesk Explore CX Analyst, Zendesk, 09/01/20
- Certified Six Sigma Black Belt, International Six Sigma Institute, 04/01/16
Languages
- Norwegian, Native
- English, Bilingual
- Swedish, Advanced
- Danish, Conversational
Languages
Norwegian
First Language
English
Advanced (C1)
C1
Swedish
Advanced (C1)
C1
Danish
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Customer Experience Manager
Serenata Flowers
05.2022 - Current
Customer Service Quality Manager
Betclic
08.2021 - 12.2021
Reporting and Knowledge Manager
White Hat Gaming
06.2019 - 07.2021
Customer Service Quality and Training Manager
White Hat Gaming
05.2018 - 06.2019
Customer Service Manager
Concentrix - Opel OnStar
10.2016 - 12.2017
Customer Relations Manager
Teleperformance and Sykes - HP Inc. Customer Support
11.2008 - 09.2016
Diploma - Management and IT
Gjerde's Videregående Skole
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