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Branchenkenntnisse
Jonna in wenigen Worten
During my 20+ years in customer service, I have set up, lead, and scaled 2 customer support departments which both were completely different scales (one for a start-up and one for a leading IT distributor).
Through these years, I have learned a great deal about what it takes to run an operationally efficient support function.
Because customer support is a revenue protector, I am helping companies to:
- identify what slows them down, causes poor performance, or unhappy customers
- fix operational issues
- bring structure to the workflows
- improve processes
- reduce cost
- increase customer happiness
- build CS-operations from scratch.
I want to assist companies to avoid the mistakes I made and help them reach the ideal setting with their customer support as quickly as attainable.
Projekt- und Berufserfahrung
- Fluent in SupportCustomer Support ConsultantBERATUNG & AUDITSJanuar 2019 - Heute (5 Jahre und 11 Monate)As a customer support consultant, I help companies to reduce churn and cultivate loyal customers and in addition increase customer and customer support agent's happiness.To achieve this, I optimize their customer support so that it's faster, more efficient, and cost-efficient, without compromising quality. This is reached by using technology, tools, best practices, and frameworks.I am helping companies to:✨ identify what slows them down, causes poor performance, or unhappy customers✨ fix operational issues✨ bring structure to the workflows✨ improve processes✨ increase customer happiness✨ build customer support operations from scratch.
- Support DrivenMemberBERATUNG & AUDITSOktober 2018 - Heute (6 Jahre und 2 Monate)Support Driven is a community of people in Customer Support and Success helping each other. It's an excellent community to brainstorm ideas, hear feedback, share experiences, and get inspired in the field of CS!
- smartclip Europe GmbHHead of SupportPRESSE & MEDIENJuni 2023 - November 2023 (6 Monate)- Support operations: Achieved a remarkable 62% reduction in average periodical response time, optimizing support efficiency. Orchestrated the establishment of Service Level Agreements (SLAs) and implemented robust reporting mechanisms. Proactively tested a new Business Intelligence (BI) tool, and strategically planned enhancements for the ticketing system to facilitate improved reporting.- Team management: Successfully led a small team of 2 operation managers, revitalizing a previously neglected team. Established clear performance expectations and instituted regular 1:1 meetings and team sessions to motivate and align the team with organizational goals, fostering a more productive and engaged work environment.-Quality evaluation program: Pioneered the development and implementation of quality criteria framework for support operations, enabling evaluation and enhancement of the overall quality of support provided.
Externe Empfehlungen
Ausbildung & Abschlüsse
- Bachelor of Science in Information TechnologyMetropolia University of Applied Sciences2010Bachelor of Information Technology, Data Networks
- Bachelor of Business & Bachelor of ArtsHelsingin liiketalousinstituutti2005Bachelor of Business, Advertising and communication
Zertifizierungen
- HDI Support Center Director (HDI)HDI2021
- Professional Certificate in Customer ExperienceThe CX Academy2021