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Profile #92691

I am an enthusiastic and committed person holding Masters of Education with 4 years of language teaching and 6 years of IT corporate trainer and manager experience. I speak fluent English and can communicate in Danish, Norwegian, Slovak and Czech.
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Updated 09. september 2019
My education
2004 - 2009

Lærer

Anden uddannelsesinstitution i udlandet

Educational area: Undervisning & Pædagogik
Period: september 2004 - maj 2009
My work experience
2016 - now

Coordinator at Relocation Services

  • Expat relocation support
  • Responsible for work and residence permit for non-EU highly educated & skilled professionals arriving in Denmark
  • Work contract management and monthly payroll
  • Accommodation services
  • Organization of internal and external social events
  • Owner of company LinkedIn page
    • - Administration of CRM system
    Work area: Human Resources
    Period: marts 2016 - now
    2015 - now

    Learning Advisor at IT Cafe in Hovedbiblioteket

  • IT cafe is a public event in the main library providing people IT help with their smartphone, tablet and/or PC.
  • My task is to solve technical challenges of our clients to their satisfaction in Danish
    • - I have also designed and currently leading workshops on a topic of NEMid, Digital Post and Rejsekort for expats in Denmark via Meetup platform
    Work area: Undervisning
    Period: november 2015 - now
    2012 - 2015

    Customer Care Manager for Nordics

  • Leading a team of 17 people - 12 customer care agents responsible for handling pre and post-delivery queries from Public & Large Enterprise customers and 5 call management group agents serving Consumer, Small and Medium Business customers.

  • The role included responsibility for daily operations, escalations management from both internal and external customers, driving team motivation and engagement, enabling individual development and daily cooperation with 2 team coaches and various stakeholders mainly from sales, sales ops and finance department

    • - Key performance metrics were customer satisfaction, resolution time and agent productivity
    Work area: IT - Hardware
    Period: oktober 2012 - september 2015
    2011 - 2012

    EMEA Customer Care Coach

  • Responsible for: new hire classroom training; performance improvement of customer care agents; hands on coaching; creation & update of training materials and process maps

  • Created newsletter for whole Customer Care organization in Bratislava informing about business, people and fun related updates

  • Held regular process and soft skill related updates via team meetings or conference calls

    • - Participated in EMEA wide projects and trainings aimed at both product knowledge and soft skills needed at Customer Care department
    Work area: IT - Hardware
    Period: januar 2011 - september 2012
    2009 - 2010

    Customer Care Agent for UKI

  • Responsible for handling pre and post-delivery queries from Public and Large Enterprise customers all across United Kingdom and Ireland

    • - Achieving key performance metrics in customer satisfaction, resolution time and productivity
    Work area: IT - Hardware
    Period: august 2009 - december 2010
    2008 - 2009

    Language Teacher

    - Teacher of English during school year and in the summer language camp; levels A1-C1
    - Participated in English drama summer camp in 2008
    Work area: Undervisning
    Period: januar 2008 - juni 2009
    2005 - 2007

    Language Teacher

    - Teacher of English, German and Slovak to foreigners, levels A1-C1
    Work area: Undervisning
    Period: januar 2005 - december 2007
    My preferences
    Job type
    Fuldtidsjob
    Work areas
    Administration Forskning & Udvikling Human Resources Ledelse & Planlægning Undervisning
    Location
    Storkøbenhavn Øresundsregionen
    Contact me!


    HPT