Faglig serviceleder, Region Sydjylland/Fyn

• Sep 2022 - Present

RESPONSABILITY AREA: Responsible for approx. 26 professional technicians incl. 3 Team coordinators in the region of South Jutland / Funen and the Islands. Municipal and private pest control. Quality inspection. R1 - authorization. MAIN TASKS: Daily operation. Establishment of meeting structure, MUS talks, carpools, debriefings regarding major customers, etc. Facilitating local meetings, team meetings, etc. Portfolio changes. Close cooperation with other service managers and service office (internal customer service). Turn-around business. A company that is undergoing a transformation on many levels. Be it digital, process-wise and customer-wise, for example. Show less

Kundeservicechef

• Oct 2021 - Sep 2022

RESPONSABILITY AREAS:In addition to the External Service in the South Region, take over the responsibility for Internal Customer Service South (Region South Denmark). Responsible for approx. 10 customer service assistants who service customers in the segments Hotel & Restaurant, Workwear, Hospital & Care, including Municipal Agreements etc.MAIN TASKS:Daily orderhandling - receipt, entry and clarificationCustomer communication - remedying various customer-specific questionsHelp and guidance for the Online Self-Service System - learning, logging etc.Creation of new customermasterdata, price-/productlists etc.Close collaboration with sales unitsCoordination with various production sitesCoordination with distribution sitesCollaboration with external consultantsCreation of base - common rules of livingCreation of processes, guidelines and learningCreation of competence matrixPreparation and activation of educational planTeam & individual development - 1:1Organizational development & process optimizationContribution to the implementation of Office Microsoft Office 365 - SharePoint, Power BI m.m.Commissioning of new IntranetContribution to the implementation of Service Portal - part of Online Self-Service systemContribution to the implementation of learning sessions related to recording of customer callsContribution to implementation and commissioning of absence registration system - HR systemImplementation of 5S - general clean-up and abolition of papers etc.Implementation and scanning of original physical contracts/service agreements within 3 segmentsClose collaboration with other customer service managers - settlement and transfer of services. Show less

Ekstern Servicechef

• Feb 2021 - Oct 2021

Participating in the largest organizational change in 20 years in Berendsen/Elis's history. Change of the total service set-up from segmented to multiservice and thus organizational change. First step in the West part of Denmark. Responsible for the external service organization in Region South. 8 external multi-service consultants, all of whom look into a steep learning curve, new colleagues and changed districts, as well as clients. Creating common ground and understanding. The set-up is taken up for reassessment. New set-up is planned and executed summer 2021. Show less

In between jobs

• Mar 2019 - Feb 2021

Rejoice in the idea of ​​working with beautiful, intelligent, happy and inspiring people. We work together and have a strong desire for positive results and growth for all involved parties. Rejoice in the idea of ​​working with beautiful, intelligent, happy and inspiring people. We work together and have a strong desire for positive results and growth for all involved parties.

Team Manager

• Jan 2018 - Mar 2019

RESPONSIBILITY AREAS: Responsible Leader for Northern Europe: Norway, Sweden, Finland, Denmark, Germany, UK. Member of Team Leader Group (NE, SE, EE) MAIN TASKS: Team & individual development Organizational development & process optimization Case handling - financing and payment Turnaround of business. RESPONSIBILITY AREAS: Responsible Leader for Northern Europe: Norway, Sweden, Finland, Denmark, Germany, UK. Member of Team Leader Group (NE, SE, EE) MAIN TASKS: Team & individual development Organizational development & process optimization Case handling - financing and payment Turnaround of business.

Inside Sales Manager

• Dec 2014 - Feb 2017

RESPONSIBILITY AREAS: Customer Service EMEA, Order Management, Northern Europe Global customers - CAT, CNHi, Terex, AGCO, Claas Member of Management Team Dawn Raid contact - S&M MAIN TASKS: MANAGEMENT - Employee care/development, team care/development. Decoding of department/employees. Creating rules of living, frame and foundation setting. Coaching/sparring. Departmental meetings, personal meetings. ORDERS AND DELIVERY MANAGEMENT - Order coordination/planning throughout the value chain. Close contact with planning, production, 'Order fullfillment' and shipping. CUSTOMER SERVICE - Coordination, planning, structuring. Guarantee timely and trustworty customer service. Handling of customer inquiries: products, prices, delivery times etc. Customer meetings/teleconferences. DELIVERY PERFORMANCE/QUALITY FOLLOW-UP - Weekly, monthly, quarterly follow-up performance meetings. Clarification and analysis of deviation causes, corrective actions. S.W.A.T.- Part of interorganizational team of partners from 'Order fullfillment', Supply Chain etc. 'Task force' for solving various challenges, launching new and improved initiatives. ADMINISTRATION/HR - Performance Management/Individual Development Plan - HR program. Quarterly follow-up/interviews, annual HR GRID. Wage/follow-up. KPI, measurements and analyzes, preparation of Service Level Agreements. Annual Workplace Assessment (APV). PROJECT PARTICIPATION - Cross-organizational and in-house. Ex. Preparation for TS-16 949 certification. RESULTS • Departmental ajustments - framing, 'Goals' without overall OM strategy • Project participation - facility relocation - improvement of physical work environment/5S • Deployment of 'Delivery Performance Report' • Introduction of weekly Board meetings/departmental meetings • OM project group for preparation/creation of competence matrix for OM • Settlement of flex time scheme - communication, new contracts, individual dialogs • Facilitation - YE stabilization project. Show less

Customer Care Center Manager

• Feb 2007 - Mar 2013

RESPONSIBILITY AREAS: Customer Service Denmark, (Internal Sales & Support) Member of Management Team 2006 - 2009 responsible for reception/conversion, canteen and household - service deliveries MAIN TASKS: MANAGEMENT: Employment/termination, team composition/selection. Employee care/development, team care/development. Creation of living rules, framework and foundation. Further development - improvements/ajustments. ORDER - DELEVERY MANAGEMENT - coordination/planning of orders throughout the value chain. Including close contact with purchasing, warehouse and shipping. CUSTOMER SERVICE - coordination, planning, structuring. Guarantee of recognizable, timely and trustworthy customer service. Handling customer inquiries regarding product inquiries, prices, delivery times, invoices, delivery notes etc. RETURN MATERIAL HANDLING (RMA) - issuing return shipping authorization, complaint handling/follow-up. Special handling of large customers - Dansk Supermarked, Telia and others. SALES - resale, maintenance sales and ad hoc KAM responsibilities. Orders and delivery management. Assortment selection. OPERATIONAL OPTIMIZATION - Implementation of new and up-to-date self-services/smart services. Organization of processes and workflows, process optimization, documentation, guidelines, cost reduction, Execution of quality measurement, planning & implementation of certification, ERP implementation department/business. ADMINISTRATION - KPI measurements and analysis, preparation of SLA, customer surveys, sales material. Coordination, planning, structuring, budgeting, negotiation. A wide range of ad hoc tasks RESULTS: - Departmental structure: reception, canteen and customer service center - Composition of right teams for right tasks - Implementation phase ERP. Process optimization and documentation. Guidelines, - Planning and conducting internal versatile events - Talent spotting - foundation employees (stars) in the group/organisation Show less

Customer Care Center Manager

• Mar 2002 - May 2007

RESPONSIBILITY AREAS: Customer Service Denmark, (Internal Sales & Support) Member of management team 2006 - 2009 responsible for reception/conversion, canteen and household - service delivery MAIN & PROJECT TASKS: Maturation of business - build up department. Creating a new Customer Service Center from scratch. Physical structure of department - selection of equipment etc. Management - Employment of employees and employee development. Change management during mergers. Team construction. Processes & systems - Implementation of IT systems based on existing Dan-Modul internal system, telephone systems etc. Designing, incorporating and developing new procedures, processes and structure. RESULTS: • Continuous optimization of customer service function for/to central well ajusted and efficient custom service center • Sales - contributing factor to increase revenue by 154% and earnings by 430% • Gazelle business Show less

Customer Service Assistant

• Dec 2000 - Feb 2002

Incoming/outgoing calls, order handling, complaint handling, coordination, planning, structuring, a wide range of ad hoc tasks/administration RESULTS: • Improving order entry - structure • Closer collaboration with Account Managers • Extended intake of a varity of tasks Indgående/ udgående opkald, ordrer håndtering, reklamations-håndtering, koordinering, planlægning, strukturering, en bred vifte af ad hoc opgaver Resultater • Forbedring af ordreindgang • Tættere samarbejde med Account Managers • Indtag af flere opgaver Show less

Pregnancy, maternity leave and extended parental leave

• Sep 1997 - Dec 2000

Konferencechef

• Jul 1993 - Sep 1997

RESPONSABILITY AREAS: Conference Department Member of management team MAIN TASKS: CUSTOMER SERVICE - F2F - Hostess role SALES/MARKETING - New sales, resales and maintenance sales. Outreach sales and developing new initiatives PROJECT MANAGEMENT - planning, implementation, follow-up and settlement of many different events. Day courses, long-term courses, private parties, a la carte dinners, corporate events, Christmas lunches and trade shows. Implementation of seasonal initiatives - Easter show, Christmas decorations and more. Interdisciplinary coordinator and coordinator between all departments in the organization. MANAGEMENT ASSISTANT - various administrative tasks for management - deputy role RESULTS: • Continuous optimization/development of conference department Show less

Receptionist

• Jul 1990 - Jul 1993

Member of team of receptionists, night porters and team leader. F2F customer service. Incoming/outgoing calls, system booking, guest check-in, check-out, cashier reporting, shift-shift reporting, sales of additional services, planning, structuring, a wide range of ad hoc tasks Wide range of services: clean/wash service , room service, currency exchange, taxi booking, booking of tourist trips etc. Member of team of receptionists, night porters and team leader. F2F customer service. Incoming/outgoing calls, system booking, guest check-in, check-out, cashier reporting, shift-shift reporting, sales of additional services, planning, structuring, a wide range of ad hoc tasks Wide range of services: clean/wash service , room service, currency exchange, taxi booking, booking of tourist trips etc.

General Manager Customer Service

• Feb 1988 - Jul 1990

RESPONSABILITY AREAS: Cash Line/Customer Service Member of management team MAIN TASKS: CUSTOMER SERVICE: F2F Customer Service. MANAGEMENT/LEADERSHIP: Employee conversations/Well-being, motivation factor, showing the way forward by common success. SCHEDUEL PLANNING: Organization of staff situation. Appropriate staff setting in relation to store activity/season. CASH & CASH EQUIVALENTS: Counting and managing daily revenue/income. Responsible for the physical counting, cash holding and turnover count. Bank transfer. SALES & RETURNS HANDLING: Maintenance sales. Building system/method. Daily return handling of goods under the motto 'We change with a smile.' PROJECT: Building up department from scratch. Employment of employees, building of the physical checkout line, building of Customer Service Center, building up safety/security, implementation of IT system/EDB system. Coordination with internal group functions. Implementation of seasonal initiatives - Easter/Christmas exhibitions in arcade area etc. RESULTS: • Build up department/Cash/check out line Show less