Not a job list. The decisions and results from running customer operations at scale — the reason I am building what I am building.
Founder of Sovia
Co-founder of Brick
300+ FTE across Sweden, Spain and Egypt
ECCCSA Silver with Samsung Nordics
AI-enabled CX delivery in live operations
What was broken
Multi-site delivery without a shared leadership rhythm: escalations travelled slowly, performance was argued rather than measured, and commercial growth outran operational capacity.
What I changed
Installed leadership rhythm, delivery governance and a clear escalation flow
Aligned commercial growth with operational capacity and quality
Made performance visible and owned at every site
What it produced
Scaled and stabilised customer operations across three countries
Recognised delivery quality with Samsung Nordics
What was broken
Nordic language coverage forced a footprint decision: staff every market locally, or accept slower, more expensive service.
What I changed
Introduced AI translation, automation and knowledge solutions into live operations
Treated language as a footprint decision, not a tooling decision
Held the AI-enabled model to the same quality bar as native delivery
What it produced
A working AI-enabled Nordic delivery model, not a pilot
ECCCSA Silver with Samsung Nordics
What was broken
Unclear ownership, weak governance and vendor relationships managed by goodwill rather than evidence.
What I changed
Rebuilt ownership, delivery governance and escalation flow
Chose, governed and held vendors accountable across BPO, CCaaS, automation and hybrid models
Built capability through leadership development and service design
What it produced
Measurable delivery performance that held after the deck was closed
