Pether Jonsson MSc CCXP

Berufserfahrung von Pether Jonsson MSc CCXP

• Bis heute 8 Jahre und 6 Monate, seit Jan. 2016

  Head of Customer Experience

  ABB Management Services Ltd.

  • Leads the continuous development and operationalization of a Group-wide Customer Experience program, including a Voice of Customer program (NPS). • Defined and operationalized a framework enabling improvements to Customer Experience across the full organization in a structured and systematic manner • Built-up and led a global organization of 35 Customer Experience Leaders. • NPS score for ABB improved with 10 points in 4 years and is now above 50%.

• 3 Jahre und 1 Monat, Jan. 2015 - Jan. 2018

  Global Process Owner Customer support

  ABB Management Services Ltd.

  • Leading position in one of the world’s largest implementations of salesforce.com, from initiation via design and implementation to adoption. • Increased efficiency, effectiveness and customer experience of ABB’s Contact Centers by implementing technical (CTI & chat) and process improvements (Omnichannel) in the Contact Center organization, using salesforce.com

• 7 Jahre und 1 Monat, Jan. 2011 - Jan. 2018

  Head of Contact Centers

  ABB Management Services Ltd.

  • Conceptualized, sold-in, established and managed a global Contact Centers organization consisting of 150 agents across 30 countries. This organization is now receiving more than 1 million customer inquiries / leads on a yearly basis

• 4 Jahre und 1 Monat, Jan. 2007 - Jan. 2011

  Head of Accounts Payable

  ABB Management Services Ltd.

  • Established ABB’s Accounts Payable organization, across 35 countries and 500 Accounts Payable staff. Invoice volumes at circa 5 million per year. • Introduced a global invoice scanning & processing set-up, as well as e-invoicing, improving efficiency from 3 invoices per hour to 10 invoices per hour.