It is a common saying that when grace meets with character, excellence is inevitable. And for those that are so blessed to have the two, the sky has always been the beginning in all their endeavours. Such is the person and persona of Ms Maria Svensson, Globacom’s Director of Customer Care.
Her innate personality absolutely qualifies her for the office she occupies, which has also graciously radiated among staff of her directorate in approach to consumers’ demands.
Maria’s apparent interesting qualities at first contact are among the first striking noticeable things about her. She possesses the sum of energy her job demands, complemented by her sharp and passionate mind which she exhibits in abundance during interactions. Added to this is her ever readiness to listen, to engage and to attend to whoever comes her way – with a view to resolving any issues there may be. Do they call a natural knack for solving problems? That’s Maria’s natural make up, hence a source of natural attraction!
Her mode of interaction, personality and approach would even make a stranger feel highly comfortable, and would easily calm the nerves of the most agitated individual. In displaying her true innate attributes, she speaks to all classes of people in simple and intelligible manner that unsuspectingly hides her multiple, complex and illustrious experience, which in turn evidently brings to one’s mind the displayed accumulated expertise which has accrued to her in her years of practice. She actually brings a reminder that one’s actions and not words should demonstrate one’s skilfulness.
Svensson’s professional excellence, which she has brought into directing the Customer Service Department of Globacom has persistently positioned the telecom giant company as the second largest operator in the country with nearly 30 million subscriber base; in a very competitive environment with strong competitors. Under Maria’s leadership and supervision, prompt, adequate and satisfactory attention to customers is the uncompromising mantra for customer service.
The strategic agenda of creating more capacity to handle customers’ growing demands is further underscored in the establishment of state-of-the art miniature call centres in Abuja, which positions the company on the same cultural and geographical locale as the customer making the calls; with extension plans of replicating same in other states across Nigeria. Her ingenuity is also demonstrated in the plan to accompany the operations of the miniature centres with provisions to cater for the company’s Hausa-speaking customers, which Ms Svensson herself described as evidence of passion to serve the company’s customers in Nigeria, motivated by the ultimate goal, which is to ensure a significant reduction in the waiting time for a customer to speak with a Customer Care representative in Hausa language and get issues resolved.
Being loved and respected by many, especially in professional circles, would naturally demand beyond just being human at heart. Maria, as she is fondly known among her team members has work experience that has spanned more than four decades, the last two of which she has been holding very senior and strategic roles in the telecommunications industry. What is also worthy of note about Maria’s career is that her professional adventure has been only in the telecoms industry, where she has functioned either directly or being part of functional teams.
Maria’s journey into professional practice has taken her round the world. Besides being Globacom’s Director of Customer Service for the past 12years, she has sojourned in Africa for 16 years altogether, having also served as Director, Customer Service in MSICI/Celtel/Zain, for Nederland/ Africa. She has also ably functioned as Vice president–Corporate Customer Care, JT Mobile India.
Svensson’s ability to develop human capital through cross unit assignments for capable people further demonstrates always that she is the custodian of the interest of customers which attributes her as the internal voice of the customers. Her understanding in meeting customers’ expectations, designing, planning, executing and handholding new call centres, contribution of products, process and performance review, designing for telecom products including VAS, managing well spread telecom showrooms with business and service focus, also define her strength.
Her international proven track record is impressively intimidating—such as in Sweden, Hungary, Italy, Slovenia, Holland, India, Taiwan, Philippine, Uganda, Malawi, Zambia, Tanzania, Gabon, Republic of the Congo, Democratic Republic of the Congo, Sierra Leone, Chad, Burkina Faso, Niger, Benin, Ghana and Nigeria.
Her current assignment includes Benin and Ghana operations, apart from duties in Nigeria. She schooled in Katarina Real, Stockholm, in Sweden. Her highly tasking office clamours support for the 30 million subscribers on the Globacom network. It is indeed, a remarkable career for an extremely remarkable person!