SEBASTIAN LARSSON

Role: SebLarsson Consulting - Founder (2020 – Present) - Amsterdam / Sweden

Description: Founded SebLarsson Consulting to help businesses achieve operational excellence and deliver exceptional customer experiences. My consultancy specializes in short-term projects, interim solutions, and advisory roles. I work closely with startups and growth-stage companies to evaluate and implement support tools, design automated workflows, and integrate innovative solutions. I thrive on dynamic challenges—seeing each one as a chance to experiment, learn, and inject a bit of fun into the process.

• Core Expertise:
  • Customer experience strategy and team development
  • HelpDesk/CRM implementation and support automation
  • AI-driven tools and customer data integrations
  • E-commerce operations and scaling strategies
• Notable Projects:
  • Tofflan.com: Currently building a Shopify-based online platform to expand on the FalsterboTofflan brand, set to launch in spring. The focus is on creating a seamless customer experience with global reach.
  • Swappie: Improved operational efficiency by 40% through workflow automation and AI-powered CRM tools, while increasing CSAT from 3.5 to 4.5.
  • Wax Poetics: Streamlined e-commerce operations and customer support workflows to enable future scaling for this global music marketplace.

Role: CX Development Consultant & Interim Head of Customer Experience (2020 – 2024) - Amsterdam / Helsinki

Description: Led transformative CX initiatives for a fast-growing refurbished smartphone retailer, managing a dedicated CX development team of 5. As Interim Head of Customer Experience, I oversaw a team of roughly 100 across customer support and retail operations. I turned challenges into opportunities by encouraging creative problem-solving and giving teams the freedom to explore innovative ideas—always with a spirit of play.

• Increased customer satisfaction (CSAT) from 3.5 to 4.5 by implementing performance management, enhancing customer communication, and redesigning workflows.
• Doubled agent productivity (100% increase) through CRM integration with AI tools like OpenAI and Google Gemini.
• Improved operational efficiency by 40% across 12 markets by automating workflows and expanding multi-channel support, including WhatsApp, SMS, and social channels.
• Achieved a 60% deflection rate by designing and implementing a chatbot that handled inquiries before transitioning to agents, reducing workload and resolution times.

Role: International Customer Experience Manager (2019 – 2020) - Amsterdam

Description: Managed a 30-member multilingual CX team, unifying processes across regions and elevating service quality. I streamlined workflows and fostered an environment where every challenge was an opportunity to innovate and learn, all while keeping the team motivated and engaged.

• Unified CX processes across regions, enhancing service consistency.
• Developed strategies based on KPIs to align CX with company goals.
• Implemented regional workflows and training to boost team performance.

Role: Head of Customer Experience & Interim Brand Communications Manager (2018 – 2019) - Amsterdam

Description: Restructured and led the Customer Support team of 12 and a PR/social media team of 10 at Rosefield Watches. I implemented innovative up-sell strategies and streamlined communications, all while infusing a bit of creative energy that kept the team excited about pushing boundaries and trying new approaches.

• Developed training programs and implemented up-sell strategies, increasing team efficiency and revenue.
• Directed brand communications across social media, PR, and influencer campaigns to boost visibility.
• Hosted events to strengthen brand awareness and customer loyalty.

Role: Head of Customer Experience & HR Business Partner (2015 – 2018) - New York, Hong Kong, Shenzhen and Manila

Description: Directed global CX operations for a premium watch and accessories brand, leading teams across New York, Hong Kong, and Manila. I built a 25-member outsourced CX team in Manila, enhancing our global support capacity and ensuring seamless customer journeys. My approach combined meticulous planning with a willingness to experiment—turning everyday challenges into opportunities to innovate and connect more deeply with our customers.

• Led CX teams across New York, Hong Kong, and Manila to deliver seamless customer journeys.
• Established a 25-member outsourced CX team in Manila, increasing global support capacity.
• Designed omni-channel solutions for returns, warranties, and repairs, improving B2C and B2B satisfaction.

Fueled by a passion for innovation and a knack for problem-solving, I'm always exploring and mastering tools that boost efficiency and drive impactful results. My technical expertise spans across CRM & helpdesk systems, automation & integrations, data analytics, e-commerce & payment solutions, marketing & engagement platforms, and cutting-edge AI tools. I also keep sharpening my development and collaboration skills to stay ahead in today's fast-paced digital landscape. Below is a summary of my technical skills and tools:

• CRM & Helpdesk Systems: Kustomer, Zendesk, Freshdesk, Salesforce, Wix Answers
• Automation & Integrations: Zapier, Make, Twilio, Aircall, OpenAI, Google AI Cloud / Gemini
• Data & Analytics: Power BI, Tableau, Google Analytics, Google Sheets (Advanced Reporting & Automation)
• E-commerce & Payment Tools: Shopify, Magento, WooCommerce, Adyen, PayPal, Klarna
• Marketing & Engagement Tools: Facebook Business, Klaviyo, Canva, Sprout Social
• AI Tools & Integrations: Google Cloud (Vertex AI, Conversational Agent, Gemini), OpenAI API (in progress)
• Developer & Collaboration: GitHub, Google Workspace (Docs, Slides, Sheets), Render, Python (in progress)

Passionate about working with people, I thrive on leading diverse teams and fostering collaboration to achieve impactful results. I believe leadership is not just about setting strategies—it’s about creating an environment where structure meets creativity, and where teams are empowered to explore new ideas while having fun. From managing global and multilingual teams to building scalable operations, I take pride in crafting workplaces where individuals and teams can excel together.

• Global Team Management: Led a team of ~100 agents at Swappie, covering 12 European markets.
• Multilingual Support: Managed a 30-member CX team at Catawiki, delivering support in English, Chinese, and Eastern European languages.
• Cross-Functional Leadership: Directed PR, influencer marketing, and customer support teams at Rosefield Watches (team of 25).
• Outsourced Operations: Built and led a 25-member outsourced CX team at Daniel Wellington, ensuring global support scalability.

I'm always exploring new tools and techniques to stay ahead of the curve. Currently, I’m expanding my technical expertise in web development, AI integrations, and backend technologies, including:

• HTML, CSS, and JavaScript (in progress via GitHub projects)
• Google Cloud AI tools, including Vertex AI, Conversational Agent, and Gemini (ongoing)
• OpenAI API development (ongoing)
• Python (in progress)

I'm committed to continuous learning and am diving deeper into AI tool integrations, automation strategies, and modern web development to bring innovative solutions to life.

Degree: Bachelor’s in Human Resources Management/Personnel Administration

Year: 2010 – 2013

Details: Coursework focused on recruitment strategies, organizational psychology, corporate law, and economics. Developed strong analytical and evaluation skills through projects with companies like Ernst & Young, Pågen Sweden, and Sjöbo Kommun, providing actionable insights to improve internal operations.

Program: Study Abroad - International Business and Marketing

Year: 2013 – 2014

Details: Focused on marketing, advertising, and global business strategies. Completed coursework in integrated marketing communications and decision-making frameworks, building a solid foundation for customer experience and operational excellence in diverse markets.

Currently Pursuing:

• Google Cloud AI Tools: Vertex AI, Conversational Agent, and Gemini
• OpenAI API Development
• Frontend Web Development: HTML, CSS, JavaScript (via GitHub projects)

Committed to completing certifications in advanced automation, AI tools, and web development through platforms like LinkedIn Learning.