Rune Eriksen-Bjørklund
Customer & Loyalty Management
49 years old
Driving License
Norway
Employed
Unavailable
I recently moved from Stavanger to Oslo and am currently looking for a new professional opportunity with strong customer focus.
I moved back to Norway in 2014 after 20 years in France with studies in international business and marketing and a large customer oriented experience from hospitality and leisure industries, administration and projects.
Originally from the North of Norway but chose to settle in Stavanger when I moved back to Norway because of the international aspects of this city.
In Stavanger I worked for 2 years for the major energy company in the region and acquired advanced skills in fiber broadband technology and sales.
I'm a very positiv and organised person with good cooperation and communication skills. I'm curious and adapt easily to new environments and challenges.
I enjoy working with customers and I set high quality standards to myself and others. I like to solve problems and turn customers into loyal ambassadors.
I'm looking for new job opportunities in the Oslo region so do not hesitate to contact me for further details or if you want to meet me and let me convince you how my experiences and skills may contribute to your activity.
I moved back to Norway in 2014 after 20 years in France with studies in international business and marketing and a large customer oriented experience from hospitality and leisure industries, administration and projects.
Originally from the North of Norway but chose to settle in Stavanger when I moved back to Norway because of the international aspects of this city.
In Stavanger I worked for 2 years for the major energy company in the region and acquired advanced skills in fiber broadband technology and sales.
I'm a very positiv and organised person with good cooperation and communication skills. I'm curious and adapt easily to new environments and challenges.
I enjoy working with customers and I set high quality standards to myself and others. I like to solve problems and turn customers into loyal ambassadors.
I'm looking for new job opportunities in the Oslo region so do not hesitate to contact me for further details or if you want to meet me and let me convince you how my experiences and skills may contribute to your activity.
Customer Consultant
Lyse/Altibox
Since January 2015
Full-time
Stavanger
Norway
- Handling of requests and complaints related to Lyse produkts
- Troubleshooting on fiber and telecom services
- Product information and upsale
Company Description
Lyse is a Norwegian industrial group operating within the fields of energy and fibre-based broadband. The Group is owned by 16 municipalities in Sør-Rogaland.
The Lyse Group has developed into a substantial national operator within renewable energy. With experience from building and operating infrastructure, the Group has established itself as the national leader within fibre-optic broadband. In recent years Lyse has developed a gas network in Sør-Rogaland and operates an LNG business in a Nordic market.
The Lyse Group has developed into a substantial national operator within renewable energy. With experience from building and operating infrastructure, the Group has established itself as the national leader within fibre-optic broadband. In recent years Lyse has developed a gas network in Sør-Rogaland and operates an LNG business in a Nordic market.
Company website
Customer Relationship Consultant
Pink Lab
November 2013
to June 2014
Consultant
Paris
France
- Implementation of global customer handling strategy and tools (Zendesk)
- Training of customer advisors
- Supervision of booking disputes and results
- Recruitment and management of freelance property photographers
- Implementation of partnership tool and campaigns (TradeDoubler)
- Promotion of the websites activites through events (prides, campaigns, press-trips, social medias)
Detailed Description
- Decreased the handling delay and the flows incoming requests
- Improved the quality on the customer handling and increased the amount of positiv feedback (went from 65-70% satisfied customers to 90-93%)
- Improved the awarness of the rental services given
- Organised the handling of requests from customers (both renters and travellers) by creating a forum and an online CRM database.
Company Description
Pink Lab handels 2 websites and the services linked.
- myGayTrip.com is a lifestyle and travel review website for the gay community.
- misterbnb.com is a gay-friendly travel and social networking website. The site is modeled after Airbnb, providing a searchable database of short-term rentals of homes, rooms, and apartments. The website operates globally with more than 5000 listings available in 65 countries.
Company website
Loyalty Account Manager
Accor Hospitality Group
November 2010
to October 2013
Full-time
Paris
France
- Definition and implementation of the global loyalty and FFP partnership strategy
- Portfolio development: negotiation, legal supervision, signature, performance analysis
- International coordination with marketing managers
- Follow-up of business procedures: financial (budget € 400,000), marketing, legal, IT
- Internal coordination with customer service, project management, hotel networks, e-commerce, social media and sales etc.
Detailed Description
- Skills : negotiation, legal supervision, project management and coordination, accounting, communication, direkt marketing, training and follow-up with teams handling customer service, customer analyses and stragies, CRM building, creation of procedures and coordination with IT developent teams and internal departments
- Negotiation and coordination of new business partners
- Improvement of internal communication regarding partner development and marketing campaigns
- Recruitement of new member via partner campaigns
Company Description
Accor, a world's leading hotel operator and market leader in Europe, is present in 92 countries with more than 3,600 hotels and 470,000 rooms.
With more than 170,000 employees in Accor brand hotels worldwide, the Group offers to its clients and partners nearly 45 years of know-how and expertise.
Accor provides an extensive offer including complementary brands—from luxury to economy—that are recognized and appreciated around the world for their service quality: Sofitel, Pullman, MGallery, Novotel, Suite Novotel, Mercure, ibis, ibis Styles, ibis budget, hotelF1 as well as Thalassa sea & spa.
With more than 170,000 employees in Accor brand hotels worldwide, the Group offers to its clients and partners nearly 45 years of know-how and expertise.
Accor provides an extensive offer including complementary brands—from luxury to economy—that are recognized and appreciated around the world for their service quality: Sofitel, Pullman, MGallery, Novotel, Suite Novotel, Mercure, ibis, ibis Styles, ibis budget, hotelF1 as well as Thalassa sea & spa.
Company website
Customer Service Project Manager
Accor Hospitality Group
June 2008
to October 2010
Full-time
Paris
France
- Outsourcing of customer service to external service provider
- Implementation of global procedures and quality controls for customer service
- Responsible for the global loyalty customer service for Accor's loyalty programs (individual, corporate, brand cards)
- Internal coordination of customer related issues and projects
- Analyzes of customer requests with quality improvements and coordination between customer service and internal marketing departments, IT developments and Accor departments
- Handling of complaints addressed to Accor top management
Detailed Description
- Training of teams
- Projectmanagement
- Communication
- Qualitycontrols
- Accounting
- Negotiation
- Teambuilding of new customer service team
- Quality improvement of customer handling
- Outsourcing of customer service
Company Description
Le Club Accorhotels is a worldwide, multi-brand, free and fully online loyalty programme for Accor hotels.
Launched in 2008 by a fusion of brand cards and other regional cards.
Launched in 2008 by a fusion of brand cards and other regional cards.
Company website
Customer Service Team Manager
Accor Customer Contact Centers
July 2004
to August 2007
Full-time
Paris
France
- Team management of customer service team of 12-18 customer advisors handling reservation and loyalty requests and complaints and assisting travel agencies and hotels with reservation and loyalty issues
- Daily management of the team : planning, fixing and analyzing goal and results, recruitement, training and career developments
Detailed Description
- Process and quality training
- Improvement of results and customer feedback
- Change management
- Career developments
- Organisation and planning of activity
- Improvement of cooperation with departments linked to the team's activity
Company Description
Accor Customer Contact Centers handles bookings and customer service for Accor hotels through 10 centers worldwide.
Company website
Customer Advisor
Accor Customer Contact Centers
January 2003
to June 2004
Full-time
Evry
France
- Handling of request and complaints related to bookings in Accor hotels EMEA
- Booking assistance to travel agencies on GDS or commission related issues
- Management of quality processes and quality certification ISO 9001
Senior Receptionist
Sofitel Paris Le Faubourg 5*
June 2002
to December 2002
Full-time
Paris
France
- Welcome and check-in of customers
- Promotion and subscription of brand’s loyalty program (Sofitel Privileged Guest)
- Cashier
- Customer check-out
- Daily controls
- Internal service coordination
Company Description
Located in the heart of Paris and newly designed by Didier Gomez, this 5-star hotel reflects the fashion and luxury of the famous Faubourg St Honoré. You will find the large fashion houses, the Champs-Elysées, the Louvre, the Grand Palais and Place de la Concorde on the doorstep. 147 rooms (including 35 luxury suites and 1 apartment) that combine style and the greatest comfort. Landscaped courtyard, fashionable bar, terraces and spa offering unique moments for an indulgent stay.
Events & Marked Assistant
Norwegian Trade- & Seafood Council
September 2000
to May 2002
Internship
Paris
France
- Preparation, monitoring and follow-up of market research and studies and distribution requests for Norwegian companies wanting to establish themselves in France
- Preparation, organization and monitoring of promotional campaigns and events for the Norwegian Seafood Council
- General export assistance
Receptionist
Park Hôtel du Casino 4*
May 1996
to September 1998
Full-time
Aix-les-Bains
France
- Follow-up on bookings
- Check-in/check-out
- Daily report closure and verifications
- Billing and VAT accounting
- Coordination of the hotel Spa activities and concierge service
- Internal service coordination
Booking Coordinator
Val Thorens Tourist Office
October 1995
to May 1996
Full-time
Val Thorens
France
- Handling and follow-up of accommodation requests
- Coordination of Scandinavian tour-operators
- Translations and information
