Shahram Farashbandi
Borås
Summary
I am a customer service professional with over 20 years of experience, including 20 years as manager. My key strengths as a manager are Change Management, Process Improvements, and Increasing Efficiency to reach profit. I value strong communication, the ability to visualize goals, and an agreed-upon method on how to reach them. I believe in creating a satisfying working environment to increase the motivation of my colleagues. I enjoy taking ownership, being solution-oriented, and being proactive. Besides having a bachelor's degree in computer engineering and multiple courses in leadership, I also have the Implementation Leader license from COPC. I have worked with clients in a wide variety of industries, such as telecom, hotel chains, medicine, insurance brokers, and the automotive industry, etc. My positions within the business, such as Trainer, Recruiter, Resource Planning, Volume Forecasting, Scheduling, Real-Time Traffic Controlling, Reporting, Business Manager, and Site Manager, have made me a sought-after expert. Also working experience within LEAN, COPC, and more.
Overview
13
13
years of professional experience
Work History
Service Center Manager
MSX International
BORÅS
02.2023 - 03.2025
- Responsible for developing and implementing strategies to enhance customer service quality and efficiency by actions such as process improvements, technology adaptations, and customer feedback for the Ford Automotive account in the Nordics.
- Manage the day-to-day operations of customer service in all Nordic countries, and act as a liaison between the client and my company.
- Manager for team leaders, quality manager, IT, trainers, and other Nordic key stakeholders.
- Successfully led a turnaround initiative resulting in the conversion of a negative Net Promoter Score (NPS) to a strong positive rating, demonstrating adept leadership and strategic implementation of customer service within 6 months.
- Achieved a notable improvement in employee satisfaction by elevating the teams within customer service from an average score to a high level of satisfaction, through effective leadership, fostering a positive work environment, and implementing initiatives to address employee feedback and concerns.
Head of Operations Sweden and Finland
Webhelp
02.2020 - 02.2023
- Responsible for financial budgeting, operational performance, and follow-up, as well as employee and client satisfaction.
- Key role in securing a thriving, profitable, and efficient place to work while aligning with the client's requirements and a global standard.
- Cost-efficient staffing, as well as initiating recruitment,
- Recognize what actions are required both short-term and long-term in a fast-paced and changing environment.
- Communicate to direct reports about the business code of conduct, security, targets, results, values, guidelines, policies, etc.
- Transforming a non-performing business area into a high-performance area by identifying and executing short- and long-term actions, such as creating and improving processes.
- Changing the staff's coaching methods and mindsets to transform their weaknesses into strengths.
- Improving quality, AHT, and customer satisfaction above target levels.
Nordic Customer Service Manager
Thermo Fisher Scientific
05.2017 - 02.2020
- Developing and fostering effective customer relationships, internally and externally, and increasing business revenue and profitability.
- Successfully implementing Quality Monitoring across all countries in accordance with the European standard and increasing both efficiency and customer satisfaction (CAS).
- Responsible for creating a world-class, multi-channel customer service experience in Sweden, Norway, Finland, and Denmark.
- Leading, managing, and developing the customer service team while working with key stakeholders, particularly sales and marketing, to deliver a seamless experience.
- Being a key part of the European Customer Service leadership team, I ensure all process developments and key learnings are shared with the wider team, and that all changes are made with a European view.
- Monitor the effectiveness of all customer service activities through the use of metrics and analytics.
- Responsible for driving an environment of high performance and continuous improvement, whilst managing expense budgets and maintaining expenditure within agreed AOP or forecast levels.
Contact Center Manager
Transcom AB
Borås
01.2015 - 05.2017
- Head of the Transcom site in Borås, which is the company's biggest branch in Sweden, with approx. 650 co-workers.
- Ensuring that every business area is run with a financial orientation.
- To be able to reach the target of profit and loss is the manager's most vital responsibility, and the company's future, as well as the personnel's job security, relies on this fact.
- Responsibility of all personnel working environments and their development.
- Making sure the Business Managers clearly visualize the goals for their teams, and have a plan on how to reach them.
- To inspire, motivate, support, and tutor all co-workers on-site.
- Both directly and through business managers.
- Key role in solving local challenges, but also contribute to country-level strategies by being part of the Swedish management team.
- Responsible for budget and P&L.
- Developing the business with existing clients, and finding new business partners.
- Responsible for contracts with the suppliers.
Business Manager
Transcom AB
03.2012 - 12.2015
- Responsible for the company's largest account, with approximately 350 co-workers.
- Head of customer support for one of the country's largest telecom companies.
- Executing strategies, coordinating personnel, and being responsible for the delivery of all KPIs to the client, as well as internal KPIs such as P&L for the account to the Contact Center Manager.
- Responsible for all contact with the client, such as pricing and billing, implementing and changing the strategies and processes, and other operational decisions on the floor.
- Negotiating new business models, and identifying new opportunities for the client.
- Head of a large group of managers, including 16 team leaders, two senior team leaders, two training and quality managers, and a team of six real-time managers.
- Reach and surpass the P&L targets for the company's biggest branch during my years as Manager.
- Improving KPIs such as attrition, sick leave, and sales from low to high numbers in all business areas.
- Creating a pleasant working environment and increasing the employee survey index on all accounts.
Education
Certified COPC Implementation Leader - Ver. 7.0
Copc Inc
01-2022
Intercultural Communication -
Högskolan I Borås
01-2020
DISC Basic & Extended -
Private
01-2012
Bachelor of Science - Computer Engineering
Högskolan I Borås
01-2002
Skills
- Customer service
- Process improvement
- Quality management
- Financial budgeting
- Performance metrics
- Change Management
Timeline
Service Center Manager
MSX International
02.2023 - 03.2025
Head of Operations Sweden and Finland
Webhelp
02.2020 - 02.2023
Nordic Customer Service Manager
Thermo Fisher Scientific
05.2017 - 02.2020
Contact Center Manager
Transcom AB
01.2015 - 05.2017
Business Manager
Transcom AB
03.2012 - 12.2015
Certified COPC Implementation Leader - Ver. 7.0
Copc Inc
Intercultural Communication -
Högskolan I Borås
DISC Basic & Extended -
Private
Bachelor of Science - Computer Engineering
Högskolan I Borås
Similar Profiles
Mantsha KhanMantsha Khan
HR Intern at MSX InternationalHR Intern at MSX International
DEREK P. ROBINSONDEREK P. ROBINSON
Market Area Manager at MSX InternationalMarket Area Manager at MSX International
Sam BryantSam Bryant
Consultant at MSX InternationalConsultant at MSX International