Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Kristian Holmkvist

Kristian Holmkvist

Dromana

Summary

Aspiring Project Manager with a goal to oversee end-to-end management of large-scale initiatives. Experienced Business Integration Lead with a strong background in change management and contact centre leadership. Skilled in coordinating strategic business programs, leveraging data insights, and enhancing customer experience.

Overview

13
13
years of professional experience

Work History

Business Integration Lead

Bupa Health and Care
03.2022 - Current
  • Successfully managed the implementation activities of large-scale initiatives, including:
  • The deployment of new functionalities in Bupa's CRM system, Microsoft Dynamics.
  • Oversaw the implementation of Bupa's new Workforce Management tool, NICE.
  • Led the rollout of Bupa's new Softphone/Telephony system, Amazon Connect Agent Aid.
  • Lead the implementation of strategic business initiatives and programs, ensuring the representation of people, customers, and partners.
  • Coordinated the review and approval of business requirements for Customer Channels & Growth (CCG) and HI Operations & Enablement (HIO&E), ensuring successful implementation and integration.
  • Established priorities for integration activities to achieve business performance objectives and enhance customer experience.
  • Managed Business Integration plans and tools for forward planning.
  • Assisted in sourcing business users for test execution, review, and sign-off.
  • Acted as a champion and subject matter expert in strategic and operational business forums.
  • Leveraged business and data insights to identify operational opportunities aligned with performance outcomes.
  • Collaborated with Change Managers to build change and business integration plans.
  • Connected with CCG & HIO&E leaders to understand functions, concerns, and inform them of relevant business activities.
  • Ensured Governance, Risk and Compliance related activities are adhered to throughout the project lifecycle.

Retention Team Leader

Bupa Health and Care
07.2018 - 03.2022
  • Top performing leader 2018 - 2021 for percentage against target and fund conversion.
  • Project Initiative owner: Creating a display of the discounts given to a member within the prior 12 months, helping reduce premium leakage and compliance incidents, saving the business a total of $600k yearly.
  • Owner of implementation and integration of the new retention toolkit to retention and retail nationally.
  • Subject matter expert of integration activities for retention.
  • Managing, and working to increase overall team conversion against other funds.
  • Coaching: coaching consultants on behaviours, mindset and conversational frameworks efficiently using effective methods.
  • Mentoring: enabling team members to further develop themselves to enhance their career opportunities
  • Creating and maintaining strong stakeholder relationships
  • Achievements/Tasks

Outbound Payment Support Team Leader

Bupa Health and Care
10.2016 - 07.2018
  • Within three months of leading the team, I took them from under-performing to achieving their targets every month.
  • Top-performing leader for NPS and NCR across Retention 2017.
  • Change champion for traffic light system: role out and implementation of a detrimental change to rewards system, focusing on poor or unethical behaviours across all 8 Retention teams.
  • Re-designed the onboarding process, resulting in better experiences for new agents and better team retention
  • Subject matter expert of outbound arrears campaigns and overall effectiveness.
  • Coaching: coaching consultants on behaviours, mindset and conversational frameworks efficiently using effective methods.
  • Mentoring: enabling team members to further develop themselves to enhance their career opportunities
  • Creating and maintaining strong stakeholder relationships.
  • Achievements/Tasks

Retention Coach

Bupa Health and Care
08.2015 - 10.2016
  • Call monitoring and marking calls: strong attention to detail, to ensure calls are marked accurately according to calibration sessions, sending out end of month reporting in a timely and effective manner.
  • Bi monthly coaching clinics: preparing and facilitating 1 hour sessions, for a particular skill gap to improve business results.
  • Communicating feedback to appropriate departments around process updates.
  • Floor support: supporting agents in understanding processes, and aiding in technical skills, whilst coaching on the spot.
  • Staff training: planned and developed highly effective retention specific training, with a strong emphasis on conversation.
  • Compliance monitoring an feedback: delivering feedback on compliance issues to agents and liaising with compliance and legal ensuring all breaches and logged and rectified.
  • Spot audits: auditing consultants to ensure that data is true, to stop fraudulent activity.
  • Achievements/Tasks

Retention Specialist

Bupa Health and Care
06.2014 - 08.2015

Sales and Service Advisor

Telstra
10.2013 - 06.2014

Sales Consultant

Optus
01.2012 - 09.2013

Education

Diploma of Leadership and Management -

Deakin Co
01.2019

Skills

  • Organizational change management
  • Effective leadership
  • Relationship management with stakeholders
  • Continuous process refinement
  • Strategic development
  • Effective communication
  • Measurement and Analysis
  • Effective listening
  • Analytical problem solving

Hobbies and Interests

Music, Self development, Reading, Physical activity, Socialising

Timeline

Business Integration Lead

Bupa Health and Care
03.2022 - Current

Retention Team Leader

Bupa Health and Care
07.2018 - 03.2022

Outbound Payment Support Team Leader

Bupa Health and Care
10.2016 - 07.2018

Retention Coach

Bupa Health and Care
08.2015 - 10.2016

Retention Specialist

Bupa Health and Care
06.2014 - 08.2015

Sales and Service Advisor

Telstra
10.2013 - 06.2014

Sales Consultant

Optus
01.2012 - 09.2013

Diploma of Leadership and Management -

Deakin Co

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