Open to opportunities

Viktor Hedklint

@viktorhedklint

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Multilingual Customer Support Leader with extensive team management experience.

Poland

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What I'm looking for

I am looking for a role that values collaboration, innovation, and offers opportunities for professional growth.

I am a multilingual Customer Support Leader with over 8 years of experience in support operations and more than 3 years in team leadership roles. My journey has taken me through various sectors, including fintech, crypto, and SaaS, where I have successfully led cross-functional teams at renowned companies such as Klarna, Betsson, and Apple.

Currently, I work as an AIML Annotation Analyst at Apple, where I analyze linguistic data to enhance machine learning models. My previous roles have equipped me with a strong skill set in KPI management, compliance, and remote team performance, allowing me to drive significant improvements in customer satisfaction and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

AIML Annotation Analyst

Current

Apple

Mar 2025 - Present (6 months)

Analyzed linguistic data and user interactions to improve Apple's machine learning models. Ensured high-quality annotation of AI datasets for NLP training. Collaborated cross-functionally with international AI teams on data quality improvements.

Machine Learning NLP Datasets Data Quality

Team Leader

Klarna

Jan 2024 - Feb 2025 (1 year 1 month)

Managed a 15-agent Swedish support team for Klarna's fintech platform. Tracked team performance using SQL, Excel & BI dashboards. Ensured regulatory compliance (KYC/AML) and streamlined SOPs.

Team Leadership SQL Excel BI Tools Regulatory Compliance KYC AML SOPs

Team Leader

Betsson Group

Nov 2022 - Jan 2024 (1 year 2 months)

Led a 20-person Swedish support team across casino and sportsbook verticals. Boosted CSAT by 15% and implemented agent training to improve response times. Ensured compliance with gaming regulations and licensing laws.

Team Leadership Customer Satisfaction Licensing Law

Team Leader

Rubiko

Dec 2021 - Nov 2022 (11 months)

Managed customer support for blockchain-based casino platforms. Oversaw crypto wallet transactions, implemented KYC/AML protocols. Reduced fraud incidents by 30% through compliance monitoring.

Customer Support Blockchain KYC AML Compliance Monitoring

Customer Service

Egencia

May 2021 - Dec 2021 (7 months)

Managed corporate travel bookings using Amadeus. Tracked ticket resolution metrics and supported escalated cases.

Corporate Travel Ticket Resolution Escalated Cases Customer Service

Education

Degrees, certifications, and relevant coursework

Thoréns Business School

Diploma, Business & Administration

2016 - 2019

Studied core principles of business and administration, gaining foundational knowledge in management, finance, and operations. Developed skills essential for effective business practices and organizational leadership.