Even Kildal

Experience

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  IKEA Group

  Apr 2012 - Jun 2019

  - Managed end-to-end people planning, aligning unit activities with national principles.- Enhanced staffing processes, contributing to IKEA Norway’s growth strategy.- Recognized as high-potential talent, influencing national staff planning guidelines.Key Achievements:- Improved staff scheduling efficiency and reduced overtime costs.- Increased employee satisfaction scores through effective workforce management. November 2015 – April 2018- Managed staffing optimization to maintain service levels across customer contact points.- Oversaw strategic, tactical, and operational forecasts.- Contributed to call center audits in Europe, enhancing overall efficiency.- Implemented Real Time Management as a functionKey Achievements:- Introduced innovative scheduling methods, reducing staffing costs.- Improved response times by through enhanced operational processes.

  • People Planning Manager

    Apr 2018 - Jun 2019

  • Staff Planning Specialist

    Nov 2015 - Apr 2018

  • Customer Representative CSC

    Apr 2012 - Nov 2015
• 

  Ice Norge

  Jun 2019 - May 2023

  Forecast Manager

  - Improved forecast accuracy enabling better resource allocation.- Aligned and authored data-driven strategies with company goals, enhancing decision-making processes.- Contributed to multiple 'Best in Test: Customer Service' awards (2019-2023) and 'KS Index: Best Customer Service of the Year' in 2020 & 2021.Key Achievements:- Reduced operating costs while maintaining high service levels.- Increased customer retention rates through optimized customer insights.

• 

  Lyse

  May 2023 - now

  Vice President, Strategy and Analytics

  - Built the Strategy and Analytics vertical from the ground up, establishing and managing three key departments: Quality and Improvement, Workforce Management, and Analytics.- Led a team of consultants and in-house analysts, driving cross-departmental initiatives to enhance customer service operations and operational efficiency.- Implemented AI tools and AI strategy.- Developed and executed strategic plans, aligning with Lyse Group’s goals to deliver exceptional service and create value for partners and stakeholders.- Achieved the 'Best in Test: Customer Service' award in 2024.Key Achievements:- Established and scaled three departments- Reduced operational costs- Enhanced cross-team collaboration- Increased customer satisfaction scores Show less