Andreas Hammerschmidt Christensen Email & Phone Number

Aarhus

Since September 2021 I have been working in TDC Erhverv with Customer Experience. First I a was co-creator of a CX Framework for prioritization and development of solutions to solve customer problems, we iterated on the framework which was then "promoted" to a formal CX Programme with reference to our CEO and a new VP of CX was hired. This meant we went back to the drawing board creating another framework for CX Prioritization and how to work with Customer Problems.Working with strategic CX as much as organizational developement, drawing upon my experience facilitating, leading, designing and presenting, I help as all of Nuuday has embarked on a huge IT-transformation replacing our core systems, effectively creating a new telco from the ground up. I am heading the customer experience teamI work with transformation through the power of language and am heavily inspired by Design Thinking and the Jobs to Be Done framework.I help set up cross-functional teal dots that operate on the side of the more traditional project organization. I facilitate sessions from c-suite to call centre employees. I teach and inspire by doing workshops, talks and sharing of knowledge.

Aarhus

Continuing as an agile coach, I was promoted to Chapter Lead, meaning I had the HR responsibility of 12 awesome agile coaches, supporting their learning journey and working on a restructure of how we were distributed as coaches in the organization. Unluckily the transformation was rolled back in September 2021 meaning I only had the priveledge of marrying my professional interests of transformation with leadership for some 3 months most of which was holiday period.

Worked with one of the largest agile transformations at scale in Denmark. Coaching of up to nine squads across up to two tribes working with Product Development and Infrastructure.Facilitation of Tribe-wide events and leadership events as well as squad agile events/ceremonies.Responsible for OKRs and the process and trained hundreds of people in OKRs and coached them in writing and working with them during the timeframe.Coaching and mentoring of Tribe Lead, Chapter Leads, Product Owners, Developers, Product Managers, Architects, Vendor Managers, Engineers and anything in between.

Aarhus

Leading 2-4 Managers and up to 8 different departments totalling ~50-70 FTE based in Aarhus and Copenhagen.Delivering on multiple transformation projects, keeping high satisfaction score across departments.Responsible for• Non std. Contract Implementation• Non std. Invoicing & Billing Disputes• Sales Support for Medium Account• Complaints and Contractual disputes• Customer Service and Sales Support and for Enterprise Segment• Order Management, Customer Service and Sales Support for Public Segment• Employee Broadband Service• Contract Compliance• COPC Quality Management ProgramReport to SVPMember of TDC Erhverv Extended Executive Mgmt.COPC Certified Implementation & CX Quality Leader

Århus Area, Denmark

Århus Area, Denmark

Learned:Team LeadershipRegulatory and legal business knowledgeCommunication skills improvedResults:Significant drop in number of complaints due to strengthening of business stakeholders awareness of working proactive with unhappy customersIncrease in customer satisfaction as a result of training of account managers

Århus Area, Denmark

LearnedLoads of internal IT SystemsConflict ResolutionCoachingOutsourcing and Quality ManagementResults:Increase in productivity by standardization in handling of casesDecrease in late payments and increase in customer satisfaction by pattern recognition and proactive contactIncrease in quality of operations in BPO team in Manilla

Århus Area, Denmark

Learned:Working in an EnterpriseCustomer DialogueSalesResults:Top 3 Customer SatisfactionIncrease in productivity on the basis of new order forms for call center agentsDecrease in errors based on standardization

Working on different media related projects, such as video shooting/editing, webdesign, interface design, creative writing and logo/print designs.Cover work for Puppet Arms Illusion - EP - Graphic design (With @Søren Brander)

Designing webpages for "ungdomsskoler" and "ungdomsklubber", as well as advising, developing and teaching about the use of webpages for better communications with the communities of these. Updating ungiaarhus.dk with relevant news to the "Area 12"

Mcdonalds, Viby J / Store Torv, Aarhus

Flippin' burgers and serving customers. 2004-5, full time, managing the kitchen as well as being responsible for managing waste in food supplies and optimizing the work space area.

Ba, Media Science, Multimedia Studies, Ej Gennemført

Mangler bachelorprojekt og 2 fag.

Student, Linguistic