Annika Gunnarsson

Smart creative with plenty of hands-on experience

Always surpass expectations; a delighted customer brings growth - and efficient processes bring revenue. I side with both.

A company’s most important assets are its people and culture. Lean, Six Sigma and agile methodologies are all excellent tools, but often need to be adapted to each company.

I am biased towards action; if a project runs into a brick wall, I immediately look for an alternate path (or a cute bulldozer).

As a person I am analytical, curious, and logical. I try to innovate daily – frequently in small, iterative improvements - and more seldom in a sudden, massive insights.

I speak up when I have something to say; honesty and direct communication are always paramount.

Skills

Experience

TeliaSonera - Business Developer (2014-)
  • Business requirement owner for telia.se/support (online self service).
  • Business analyst and subject matter expert in multiple projects.
TeliaSonera - Customer process manager (2008-2014)
  • Continous & project-based optimizations of customer value streams.
  • Process automation.
  • Business analysis & requirements management
  • Project manager and subject matter specialist in development projects
  • Continous mentorship and knowledge management
TeliaSonera - Workforce efficiency manager (2005-2008)
  • Responsible for the workforce efficiency of TeliaSonera's customer service.
  • IT requirements owner for customer service.
  • Project manager for several projects to increase workforce efficiency.
  • Quality assurance and metric analysis for campaigns affecting workforce efficiency.
  • Final word on planned campaigns and projects
  • Speaker for customer service in TeliaSonera's project steering group.
TeliaSonera - Operations engineer (2004-2005)
  • Operator SDH-connectivity installation & analysis
  • SDH-installation quality assurance
  • SDH field technician support
TeliaSonera - Systems expert (2002-2004)
  • Project manager for several projects to increase workforce efficiency.
  • IT requirements owner for sales & support workforce.
TeliaSonera - Requirements owner (2000-2002)
  • Requirement gathering/analysis for TeliaSonera's new system stack (OSS/BSS & CRM).
  • UAT test creation and quality assurance
TeliaSonera - Application support (1999-2000)
  • Selected as one of five to start TeliaSonera's Broadband support and sales service.
  • System requirement gathering/analysis
  • Responsible for all system documentation
Manpower - Technical analyst (1998-1999)
  • Error analysis, workforce support and field technician.
  • Configured customer connectivity at the phone stations.
TeliaSonera - Helpdesk technician (1997-1998)
  • Supported TeliaSonera's workforce with computer and password issues.

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Details
Birthyear:
1978
Location:
Gothenburg
Languages:
Swedish, English, German