Emma Camilla Olsson
Summary
Result-driven leader with a positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Overview
22
22
years of professional experience
Work History
Customer Adviser Pre-Collection
NOBA Bank Group
Stockholm, Sweden
08.2023 - Current
- As a Customer Adviser I help current clients, who are having challenges handling their monthly payments, to find sustainable solutions to manage their loans.
- Mostly I make outgoing calls, but also take incoming calls to help our clients. I work with our SEIA model, where I analyze the situation first and ask questions to understand the clients needs. After establishing a connection with the client we work together to find a solution. After the call, I handle the case through proper administration and schedule follow ups.
- Throughout my short tenure at NOBA I have advanced to learn the mortgage side of collections as well as the private loan. At NOBA we are having ongoing trainings to ensure we stay current with the rules and regulations set for the finance industry.
- In addition to my position in the Swedish Pre‑Collection team, I have also been involved in our Collection Engagement Group who work to involve and create networking events for the entire Collection Department.
Store Manager
MQ Marqet
Nacka, Sweden
04.2017 - Current
- Sales leader and motivator for a great team, in one of the largest MQ boutiques in Sweden
- Have during my tenure developed a service focus, which is increasing overall customer satisfaction as well as sales
- Member of the onboarding team for MQ Marqet
- Have together with the Regional Manager developed a new concept to introduce new hires to our company
- A part of the future store team
- Researching and planning for the future
- Everything from payment solutions to store designs.
Sales Manager
Neiman Marcus
San Francisco, United States
03.2014 - 11.2016
- Sales leader focused on enhancing the customer experience and building strong relationships
- Motivated and empowered sales team to drive their business selling luxury merchandise to all clients
- Managed the following divisions of Neiman Marcus San Francisco: Children's World, Designer Coats, Gift & Wedding Registry & Home - responsibilities included the performance and product mix of furniture, crystal, tabletop, home & gift merchandise, epicure, children's clothing, shoes and accessories as well as designer coats
- Worked daily with buying offices and vendors to place and follow up on orders
- Provided feedback after thorough analysis of sales performance, needs and areas of opportunity for growth
- Troubleshot as needed to consistently provide exceptional products and customer service
- Supported, coached and developed sales associates as well as actively recruited new candidates
- Supported new Home Division Managers in my role as mentor
- Received Awards of Excellence for Outstanding Sales Achievement Fiscal 2015 & 2016, as well as Sales Manager of the Year Designer Coats 2016 and Spirit Leader of the Year 2016.
Service Experience Manager
Nordstrom
Seattle, United States
02.2011 - 03.2014
- Drove store volume through the support and education of Service Experience initiatives such as the Nordstrom Fashion Rewards program, mobile point of sale, Search & Send mobile point of sale feature, e-receipt capture and the sale of gift cards
- Taught, coached and developed employees to provide outstanding customer service in person and over the phone
- Developed and executed business plan to achieve goals
- Collaborated with store manager and other partners within the store to ensure service and sales goals were achieved
- Provided point of sale training to newly hired employees
- Educated salespeople how to ring profitable sales by following tender compliance
- Developed and promoted five assistants during my tenure
- Received Awards of Excellence for Customer Service Manager of the Year 2011, Support Manager of the Quarter February 2013 and Support Manager of the Quarter May 2013.
Espresso Bar Manager
Nordstrom
San Francisco, United States
04.2010 - 02.2011
- Maintained and managed the specialty coffee store by monitoring presentation, supporting brand consistency and implementing the store strategy and action plan
- Hired, trained, scheduled and coached a diverse team of employees
- Motivated team to deliver exceptional customer service and to maximize productivity/profitability
- Grew profitable sales in accordance with budgeted guidelines.
Store Manager/MCM/Host Store Manager
Starbucks Coffee Company
San Francisco Bay Area, United States
01.2003 - 04.2010
- Managed the overall operations of the store: supervising, directing team, making staffing decisions (hiring, training, evaluating, disciplining, discharging, staffing and scheduling), ensuring customer satisfaction and product quality, managing the store's financial performance, managing safety and security
- Developed strategic and operational plans for the team, managed execution and measured results
- Host Store Manager and Certified Mentor Coach Manager - Provided an eight weeks in-store training program for newly hired managers
- In addition to training managers, provided ongoing support and mentorship after placement in a store of their own
- District Food Specialist - Led the food product communication, gathered and evaluated data, reported results to higher management and rolled out best practices for the district
- As a Certified Classroom Facilitator I facilitated Starbucks Corporate training classes such as Starbucks Experience, Learning Coach and Supervisory Skills at the regional office
- Certified Coffee Master
- Proven track record of going in to new positions and new stores being successful
- Employee morale improved, employee turnover went down, increased overall customer satisfaction and controllable contribution/profits.
Education
GDPR -
MQ Marqet
06.2021
Labor Law -
MQ Marqet
03.2021
CPR -
MQ Marqet
11.2019
MBA -
California State University
Hayward, CA06.2002
Bachelor of Science - Business Administration and Economics (Marketing Major)
Linnaeus University
06.2001
Undergraduate - International Business
University College of Kristianstad
06.1999
Skills
- Employee Motivation
- Leadership Skills
- Ability to teach and mentor
- Human Resources
- Communication Skills
- Enthusiastic
- Cheerful and energetic
- Critical thinking and problem solving
- Client Relationship Management
- Customer Service
- Adaptability
- Decisiveness
- Ability to Work Under Pressure
- Effective Time Management
- Business Strategy
- Change Management
Languages
English
Proficient
C2
Swedish
Proficient
C2
French
Elementary
A2
German
Elementary
A2
Spanish
Beginner
A1
Timeline
Customer Adviser Pre-Collection
NOBA Bank Group
08.2023 - Current
Store Manager
MQ Marqet
04.2017 - Current
Sales Manager
Neiman Marcus
03.2014 - 11.2016
Service Experience Manager
Nordstrom
02.2011 - 03.2014
Espresso Bar Manager
Nordstrom
04.2010 - 02.2011
Store Manager/MCM/Host Store Manager
Starbucks Coffee Company
01.2003 - 04.2010
GDPR -
MQ Marqet
Labor Law -
MQ Marqet
CPR -
MQ Marqet
MBA -
California State University
Bachelor of Science - Business Administration and Economics (Marketing Major)
Linnaeus University
Undergraduate - International Business
University College of Kristianstad