PIA SALLA
Enskede
Summary
Experienced customer support and service delivery professional with 10+ years of experience working in Nordic teams within multinational companies.
Overview
18
18
years of professional experience
Work History
Customer Experience Manager
Philips Health Systems
02.2019 - 02.2023
- Managing, with Customer Service as starting point, the Customer Experience journey contributing to the development and implementation of Customer Experience strategy and driving the related identified key initiatives in Nordic
- Monitoring the customer feedback and the Net Promotor Score (NPS) received through the customer feedback surveys
- Bringing the customer voice into the Nordic organization, engaging and consulting with both internal and external stakeholders
- Driving the usage of the Customer Services Portal, including support of implementation/roll out, training of customers and implementation of new functionality and releases.
Technical Service Coordinator
Agfa Healthcare
12.2009 - 01.2019
- Registration and coordination of reported customer service requests related to Medical Imaging and Healthcare IT products
- Responsible for incident management, planning and coordination of service interventions and installations from quotation to invoicing
- Administration of contracts with external IT-vendors with relevant activities in the local procurement process
- ITIL Change Manager - Process owner of the change management practice for the Nordic customer base’s IT & Application environments according to the ITIL framework. Ensuring changes were planned, implemented, reviewed and documented according to standard, with minimum disruption to IT services.
- Service Now Key user - Project manager for the Nordic region during the Global Roll-out of ServiceNow within Agfa Healthcare, ensuring Roll-out of the new service management tool with minimal disruption to normal operations
- Localization of the Agfa customer services portal and customer notifications (English to Finnish) Provided user training and key user support as well as validation testing during new releases.
Service and reporting quality improvement
ISS Facility Services
02.2009 - 12.2009
- Project assignment where I reviewed and worked with improvement of service delivery quality and reporting towards customers for ISS FS Teleoffice. Participated also in the start-up of service delivery at a new customer site at ISS Facility Management.
Partner Team Manager
Sun Microsystems via ISS Office Support
06.2007 - 02.2009
- Partner Team Manager for Customer Access Services at Sun Microsystems Region Nordic. Managing aso additional administrative ISS "Inhouse"-staff at Sun Microsystems Kista and Gothenburg offices in Sweden.
Team Lead Customer Access Services Nordic
04.2005 - 06.2007
- Operational team lead for the Nordic Customer Access Services team at Sun Microsystems
- Reporting and performance management according to COPC standards
- Customer Access Services Agent APR 2005 - JUN 2007 Case/ Incident registration and management for IT hardware and software
- User administration and support for online self service resources such as SunSolve and the Online Support Center
- Supporting Sun Educational Services with course enrollments, certification requests, curriculum path enquiries etc for the Finnish market.
Center Lead
Accenture Learning via ISS FS Office Support
12.2006 - 05.2007
- Acting Centre Lead for Accenture Learning training center at Sun Microsystems Sweden.
Education
Social Sciences Programme -
Huddingegymnasiet
06.1996
Skills
- Customer Support
- Customer Satisfaction
- NPS - Net Promoter Score
- Service Operations
- Salesforce
- ITIL
- ServiceMax
- ServiceNow
- Problem Solving
- Service Level Agreements (SLA)
- Cross-Functional Collaboration
- SAP
Languages
Swedish - Native speaker
Finnish - Native speaker
English - Full professional proficiency
Certificates
- ITIL V3 Foundation Certificate in IT Service Management
Additional Information
Drivers License: B
Timeline
Customer Experience Manager
Philips Health Systems
02.2019 - 02.2023
Technical Service Coordinator
Agfa Healthcare
12.2009 - 01.2019
Service and reporting quality improvement
ISS Facility Services
02.2009 - 12.2009
Partner Team Manager
Sun Microsystems via ISS Office Support
06.2007 - 02.2009
Center Lead
Accenture Learning via ISS FS Office Support
12.2006 - 05.2007
Team Lead Customer Access Services Nordic
04.2005 - 06.2007
Social Sciences Programme -
Huddingegymnasiet
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