Mira Eriksson
Innisfil,ON
Summary
Results-driven professional with over 10 years of experience in customer success, general management, and content strategy. Proven ability to lead teams, resolve complex customer issues, and drive business growth. Expertise in customer service management, content management, and operations oversight, with a keen focus on remote work adaptability and efficiency.
Overview
19
19
years of professional experience
1
1
Certification
Work History
General Manager
EMR SHIELDING SOLUTIONS INC.
05.2019 - 05.2024
- Oversee day-to-day operations, assigning weekly performance goals and assuring their completion
- Delegate responsibilities to the employees to perform while enforcing all policies, procedures, standards, specifications, guidelines, training programs, and cultural values
- Determine staffing requirements, and interview, hire and train new employees
- Locate, select, and procure merchandise for resale, representing management in purchase negotiations
- Deliver products of consistent quality to customers by working directly with vendors on delivery and production issues.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
Procurement and Supply Chain Management
EMR SHIELDING SOLUTIONS INC.
01.2023 - 03.2024
- Evaluated supplier quotes based on purchasing procedures and competitiveness in quality, price and delivery.
- Developed strong relationships with key suppliers, resulting in improved communication, better pricing, and reliable delivery schedules.
- Managed supply chain process, from order placement to delivery, to facilitate on-time and accurate fulfillment.
- Facilitated effective communication among internal departments and external partners throughout the entire supply chain process.
- Oversaw global logistics operations, ensuring timely delivery of products across multiple regions while minimizing shipping costs.
- Streamlined warehouse operations by implementing lean management principles, improving order fulfillment times.
Customer Service Manager
EMR SHIELDING SOLUTIONS INC.
05.2017 - 05.2019
- Maintain customer satisfaction with professional management of complex escalated customer concerns
- Direct the team of customer service professionals, monitor work quality and motivate performance to meet strict targets
- Train employees and provide performance feedback, coaching in service techniques
- Increase sales generation through teamwork
- Supervise store operations and maintain standards
- Develop comprehensive product knowledge to better serve customers
- Boost customer loyalty through initiatives to reduce customer effort, better resolve problems and improve service delivery.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Content Manager
EMR SHIELDING SOLUTIONS INC.
05.2017 - 05.2019
- Manage all content creation, revision, and retention across multiple platforms (website, Ebay, Amazon, Best Buy, Bonanza, Home Depot etc.)
- Research competitors to find content gaps and keyword gaps
- Proofreading and editing submissions according to brand guidelines
- Implementing SEO best practices to ensure all content ranks well and demonstrates an understanding of its target audience
- Performing regular content audits to ensure content is accurate, optimized, updated, and relevant to the target audience.
- Consistently met tight deadlines while managing multiple projects simultaneously, prioritizing tasks effectively.
Shipping/Receiving
EMR SHIELDING SOLUTIONS INC.
05.2017 - 05.2019
- Examine contents and compare with records, such as manifests, invoices, or orders, to verify accuracy of incoming or outgoing shipment
- Prepare documents, such as work orders, bills of lading, or shipping orders, to route materials
- Record shipment data, such as weight, charges, space availability, damages, or discrepancies for reporting, accounting, or recordkeeping purposes
- Determine shipping method for materials, using knowledge of shipping procedures, routes, and rates
- Implemented cost-saving measures in packaging materials usage without compromising product protection during transit or storage stages.
- Contributed towards the overall company sustainability goals by promoting practices like recycling of packaging materials and reducing energy consumption within the warehouse.
- Provided exceptional customer service by addressing inquiries promptly about shipment statuses, delays, or special handling requirements.
- Optimized storage space utilization by implementing effective warehouse layout strategies.
Office Clerk
FERNBROOK HOMES LTD.
11.2016 - 04.2017
- Operate computers programmed with accounting software to record, store, and analyze information
- Organize, classify and maintain digital and hardcopy files
- Verify accuracy, relevance and completeness of documentation before filing
- Scan technical documents and input data into company computer system
- Assist staff with resources and paperwork to complete assignments
- Shred older files and confidential information to reduce security risks.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Webmaster/Web Project Manager
SOFTRONIC AB
07.2009 - 07.2013
- Maintain responsive design, and efficiently perform daily website updates
- Perform user testing or usage analyses to determine website effectiveness or usability
- Optimize the website according to requested specifications and provide additional support and updates as needed
- Provide project management and oversight for BMW Sweden/MINI and the dealer pages for Scandinavia, updating, tracking and reporting to BMW/MINI's scope needs
- Host training sessions to educate the BMW/MINI dealers in how to use the web content management system
- Monitor online website traffic and create analytic reports as needed, while managing billing records and projects within acceptable budget variance
- Control budgets by monitoring expenses and tracking time.
- Troubleshot issues with websites and fixed scripting and use issues.
- Managed multiple projects simultaneously, delivering high-quality results within tight deadlines.
Webmaster
DAYTONA STOCKHOLM AB
10.2007 - 06.2009
- Maintain and optimize the functionality and appearance of Nokia.se using a content management system
- Sustain content integrity on websites, conducting random audits of live-site content
- Oversee day-to-day production of web design projects and program activities, including new product integration, dealer locator and landing page development, assuring message was successful and deadlines were met
- Test and troubleshoot all site functions to ensure business requirements are exceeded
- Recommend and implement continuous improvements, responsiveness and search engine optimization (SEO).
Assistant Site Producer
SULAKE SVERIGE AB
04.2006 - 10.2007
- Produce new content for Habbo.se by writing interesting and appealing copy
- Set and maintain schedules and deadlines to ensure content is posted promptly
- Play a key role in the structure, presentation and user experience to enhance the company brand
- Check facts, and correct spelling mistakes and grammatical errors to ensure an accurate and correct copy
- Ensure that images are correctly captioned and correctly referred to in text to enhance the user experience.
Customer Service Manager
SULAKE SVERIGE AB
01.2005 - 04.2006
- Confer with customers by telephone or email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Maintain a high-quality service delivery with productive resource allocation and workflow coordination
- Maintain customer satisfaction with professional management of complex escalated customer concerns
- Develop comprehensive product knowledge to better serve customers
- Train employees and provide performance feedback, coaching in service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Education
Bachelor of Science (B.S.) Dental Technology -
UMEÅ UNIVERSITY
05.2016
Skills
- Customer Success & Retention: Expertise in managing customer relationships, resolving escalated issues, and enhancing customer satisfaction
- Team Leadership & Development: Strong track record in leading teams, training staff, and improving performance metrics
- Operations & Project Management: Proficient in overseeing day-to-day operations, delegating tasks, and ensuring project goals are met on time and within budget
- Content Strategy & Management: Experienced in creating, managing, and optimizing content across multiple platforms to drive engagement and brand consistency
- Remote Work Adaptability: Proven success in managing teams and projects remotely, ensuring seamless communication and task completion
Certification
Hootsuite Certification in Social Media Marketing (#10673772)
Languages
English
Full Professional
Swedish
Native or Bilingual
German
Elementary
References
References available upon request
Timeline
Procurement and Supply Chain Management
EMR SHIELDING SOLUTIONS INC.
01.2023 - 03.2024
General Manager
EMR SHIELDING SOLUTIONS INC.
05.2019 - 05.2024
Customer Service Manager
EMR SHIELDING SOLUTIONS INC.
05.2017 - 05.2019
Content Manager
EMR SHIELDING SOLUTIONS INC.
05.2017 - 05.2019
Shipping/Receiving
EMR SHIELDING SOLUTIONS INC.
05.2017 - 05.2019
Office Clerk
FERNBROOK HOMES LTD.
11.2016 - 04.2017
Webmaster/Web Project Manager
SOFTRONIC AB
07.2009 - 07.2013
Webmaster
DAYTONA STOCKHOLM AB
10.2007 - 06.2009
Assistant Site Producer
SULAKE SVERIGE AB
04.2006 - 10.2007
Customer Service Manager
SULAKE SVERIGE AB
01.2005 - 04.2006
Bachelor of Science (B.S.) Dental Technology -
UMEÅ UNIVERSITY
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