Experience

Landbrugsstyrelsen

• Denmark
• Government Administration
• 700 & Above Employee

• Scrum Master - IT consultant

  • Dec 2020 - Present

  Copenhagen, Capital Region, Denmark



Telia

• Sweden
• Telecommunications
• 700 & Above Employee

• Project Support Coordinator

  • Feb 2019 - Nov 2020

  Copenhagen Area, Capital Region, Denmark • Project work (implementation of new systems, functionalities, content overhaul etc.) • Maintain Telia/Call me Chatbot content • Incident Manager • Running process optimization work internally in my department - Scrum style



Telia

• Sweden
• Telecommunications
• 700 & Above Employee

• Business Analyst and Trainer

  • 2017 - 2019

  Copenhagen, Capital Region, Denmark • Maintain internal CO knowledge management system • Training in new systems and products

• Customer Service Trainer

  • Jul 2014 - 2018

  Copenhagen, Capital Region, Denmark • Onboarding and training of new employees in Telia DK customer operations • Developing training material for new product areas • Process mapping for new product areas • Planning, coordinating and performing training

• Customer Service Support Specialist and Trainer

  • Oct 2012 - Jun 2014

  • 2nd line complex enquiries • Logistics support • Customer complaints support • Redesigning internal team work procedures • Training of new staff

• Customer Service

  • Jun 2012 - Sep 2012

  Copenhagen Area, Denmark • Handling customer enquiries (phone and mail)



Shell Nordics

• Business Analyst in Customer Service Relocation Project

  • Jan 2010 - May 2012

  • Process mapping and analysis • Sizing analysis based on process mapping • Scheduling training based on end user training requirements • Create training material • Redesigning/updating existing training material to match user requirements • Indsamling og organisering af træningsmateriale • Træning af nye og eksisterende medarbejdere • Vejledning og coaching af nye og eksisterende medarbejdere

• CSO Retrofit coordinator

  • 2008 - 2011

  Nordic countries • Ongoing analysis of new procedures • Testing and mapping new procedures • Training staff in new procedures • Redesigning/updating existing training material to match user requirements

• CSO Super User and Trainer

  • May 2007 - Jan 2010

  • Training endusers at many different levels • Ongoing Test ressource for system upgrades / system implementations • Redesigning/updating existing training material to match user requirements • Crosscountry training - virtual training



A/S Dansk Shell

• Oil and Gas
• 1 - 100 Employee

• Business Analyst CSO

  • Mar 2008 - Jan 2010

  Nærum, Capital Region, Denmark • Ongoing proces analysis • Coaching of employees and teamleads • Training - planning and coordination • Clarification of intention and relevance of CSO processes • Collecting and organizing training material • Create training material



A/S Dansk Shell

• Oil and Gas
• 1 - 100 Employee

• Customer Consultant, CO Support and Trainer

  • Aug 1998 - May 2007

  Nærum, Capital Region, Denmark • Different customer service activities (phone, mail contact with customers) • CO support work (Archiving, system clean-up, data extraction and reporting etc.) • Training new staff



Gentofte Kommune

• Denmark
• Government Administration
• 700 & Above Employee

• French Teacher - advanced evening classes at Gentofte Dag og Aftenskole / HOF Gentofte

  • Feb 2005 - Mar 2007

  Gentofte, Capital Region, Denmark • Ongoing preparation of training material to match students level of experience • Homeassignment grading • Plan and schedule course content every 6 months