Carl Patrik Thorsell

Head of Operations managing 6 CCM/sites, 550+ FTE’s, KAM’s, WFM and QA’s. Head of the Norwegian management team and part of the TP Nordic Ops’ management vertical. Achievements: * Re-organized operations reducing over-head costs * Established companies financial results on KPI targets * Best company in Nordics 2010, EBT 15% * Implemented TP Group QA “best practice” * Introduced a highly flexible staffing system * Re-negotiated SLA’s

Responsible for the Canal Digital contract and manager of the companies KAM positions. Manager of the CD clients team consisting of KAM’s, Service delivery Managers and Sales Managers. Part of the Management Team Achievements * Re-negotiated the Canal Digital contract, winning it for a new period * Initiated and managed a new service-model project including 23 part-projects * Improved the relations to Canal Digital CRM department * Contributed to a + 10% EBT result * Implemented C-Sat and FCR

Contact- and Assistance-centre. 2 departments, 8 teams and +100 FTE’s. Responsible for all SLA’s with their budgets. Client management for national and international clients. Head of all support-managers, IT, training and QA. Part of the Management Team. Project Manager and Company representative in the NAF Biz-Dev team. Achievements: * Identified synergies and efficiency potentials adding financial profits * Rev. 90 Mill. and EBT 10 Mill. * Implemented training and QA processes * Re-organised Ops'

Executing administrative, commercial and strategic dispositions for the company. Leading 5 team managers, 80 FTE’s and 5 Staff manager positions. Operations management for all SLA’s and responsible for the total budget. Client management for national and international clients. Negotiated contracts with new- and existing clients. Member of the NAF top-management team. Achievements: * Won new clients and contracts * Utilized synergies contributing to financial profits * Rev. 30 Mill. and EBT 3,5 Mill.

Led 4 teams consisting of 40+ FTE’s, running all operations regarding insurance sales, assistance and insurance claims, International department, and accounting. Member of the Management team. Responsible for all customer - service operations and their budgets. Coaching, training and HR activities such as recruitment, E-Sats and working environment Achievements: * Developed leadership through agents involvement and contribution * 88% customer satisfaction * +10 % EBT