Dennis Beck Email & Phone Number

Region Of Southern Denmark, Denmark

Esbjerg Kommune, Region Syddanmark, Danmark

As the Head of Group Customer Service at Wellvita & Mezina, I lead an international team of 25+ employees across Denmark, Norway, Sweden, Finland, Germany, the Netherlands, and Belgium. In my role, I focus on leaders' leadership, guiding and mentoring team leads to ensure they can effectively manage their teams. My team is responsible for all inbound and outbound D2C sales and customer service for both brands, including phone calls, all written customer communication, SoMe (social media), and customer retention efforts. In addition, I am responsible for my department's overall P/L. Furthermore, my department has close collaboration across both our Marketing end E-Commerce departments as we all rely on each other across sections.My department handled +215,000 customer inquiries in 2023, +220,000 in 2022 and +250,000 in 2021.Results:• Developed an outbound strategy that integrated Sales, Retention and Winback activity.• Developed a retention strategy that improved win-back and customer retention rates.• Integrated a new workforce planning tool, which improved overall business efficiency across all countries• Developed a new set-up that increased sales and, at the same time, decreased CAC (Customer Acquisition Cost) and improved CLV (Customer Lifetime Value).• Introduced a new customer engagement platform, boosting effectiveness by 50%.P/L | LeadershipofLeaders | D2C sales | FMCG | BusinessDevelopment | EmployeeDevelopment | StrategicLeadership | VMSVitaminMineralSupplement | Dietarysupplement | Subscription | BI Business Intelligence Knowledge | SalesOptimisation | ProcessOptimization | KPIManagement | Budget Management | CustomerSatisfaction | Transformational Journey

Vejle, Syddanmark, Danmark

Falck Assistance includes 24-hour telephone support for various types of car assistance in Denmark and abroad, claims damage service, and alarms. In addition, the Assistance Center provides call centre services, where the customers vary in segments such as insurance companies, housing companies, utility companies, and more. Falck has approximately 30,000 employees globally and approximately 500 in the Assistance division, including approximately 80 in my department.As Operations Manager in the assistance centre, I led and developed our teams of customer handlers and team coordinators. Together, we focused on creating the performance results that gave our customers in Denmark and abroad the best experiences and service.My department was responsible for handling +800,000 customer inquiries in 2019.Results:• Absence due to illness fell by 6% in the department in one year due to precise and developing management and positive follow-up on absence and performance.• Implemented monthly one-2-one conversations that create more efficiency and greater cohesion. In 6 months, the average number of employee calls increased by 23%.Management | Recruitment | CustomerRetention | TeamDevelopment | Performance | CustomerSatisfaction | CustomerJourney | CompetenceDevelopment | Optimization | Preboarding&Onboarding

Esbjerg Area, Denmark

Norlys is a utility company. My division provides help and customer service regarding electricity, gas, and wind energy. The company has about 1,500 employees, of which approximately 100 comprise the customer centre, including approximately 45 in my department. I was responsible for customer service, employee development, and co-listening, as well as for achieving the department's KPIs overall.I held monthly 1:1 conversations and weekly get-togethers, where I coached and sparred with the employees to ensure good customer experiences.I also train and teach new and existing employees in "service in customer service," including conflict management, behaviour and questioning techniques and call process/call flow. Responsible for handling +210,000 customer inquiries in 2016 and +280,000 in 2017.Results:• Increased employee satisfaction in the department by 15% in 2017 and 2018.• In 2018, my employees scored 8% above the satisfaction average compared to other managers throughout the company.• Completed LEAN case based on strategy project. It removes 3% of our calls and provides savings of +DKK 300,000. Went from an internal to an interdisciplinary improvement project.• Winner of the Customer Service Award in 2016 in the "high jumper of the year" category. As well as 2017 in the categories "Digital customer service" and "Best customer service within the industry".Management | EmployeeDevelopment | BusinessDevelopment | EmployeeSatisfaction | Digitization | IVR | CRM | Recruitment | StrategyExecution | ProcessDevelopment | ProcessOptimisation | LEAN | Callflow | Teaching | ChangeManagement | Coaching

Vejen

Kontor Syd is an office supply company that supplies everything for the office, from clips to copiers and furniture and everything in between. The company is based in Sønderborg and has branches across most of the country, where BtC and BtB sales are carried out. The company has about 100 employees, including 13 employees in my department.Until 2011, my employees were at locations in Vejen and Århus and worked in retail and commercial settings. In December 2011, I carried out a market adjustment, which meant that the retail departments in both Århus and Vejen were closed to focus instead on the business segment (BtB) in Vejen.My sales area was office and designer furniture for the contract market, BtB. I strongly focused on project sales, including direct customer processing from several angles, company/customer analysis, processing of architects/interior designers and strategy development. Finally, I was responsible for offers and negotiations and drafting trade and framework agreements.Results: • A new sales strategy was successfully executed. The new concept gives more time to cultivate one's own customer portfolio and the complex nature of project sales.Largest project sale in the period:Project 1: DKK 7.600,000 ex. VATProject 2: DKK 5.200,000 ex. VATProject 3: DKK 2.400,000 ex. VATManagement | CustomerMeetings | RelationshipSales | Office Furniture | CustomerPortfolio | AnnualNegotiation | ContractNegotiation | TradeAgreements | PipelineManagement | CustomerAnalysis | SalesStrategy | CustomerSegmentation | ProjectAnalysis | ProjectManagement | MarketAnalysis | SalesBudget

Vejen & Århus

Kontor & ide is an office supply company under Bog & ide´. Sales to B2C and BtB customers. Has 10 employees, including 7 employees under my management.I was responsible for achieving budgets and sales results in Vejen and Århus in both the retail and business departments. I was present in the Aarhus department twice a week, where I sparred with the employees. During that period, I helped to move the department and, in that connection, helped to locate new premises and settings in Risskov.My personal sales area included office furniture, supplies, and copier sales.Results:• Distance management qua department in Aarhus minimised sickness absence by 4% in 2003. The success was driven by being more present, which raised motivation.Management | CustomerMeetings | Sale | Bidding | PipelineManagement | Follow-up | KeyFigure | SalesProcess | DistanceManagement

Vejen, Syddanmark, Danmark

Three months during this period, my military service is served.My personal sales area was business furniture for BtB customers. I visited existing customers and potentially new customers from Monday to Thursday. I visited my regular and new potential customers in Åhus approximately twice a week.CustomerMeetings | Sale | Bidding | CanvasSale | Follow-up | KeyFigure

Vejen, Syddanmark, Danmark

I processed B2C/private customers who came in from the street. These customers bought everything from various office supplies to office chairs.Our store also catered to BtB customers, who often visited to explore and test a wide range of products before making a purchase. This included not only office furniture and chairs but also copiers and other similar products.We set up our wholesale warehouse, allowing customers with a Danish company registration number (CVR number) to pick up and collect goods.Sales | Business | Retail Shop | Wholesale

Executive Master Of Business Administration, Leadership

I chose the Executive Master of Business Administration to embark on a transformative leadership journey and expand my leadership skills.

Diploma Degree (Leadership And Business Studies), Diploma Of Leadership

This education gave me an in-depth understanding of management theories and their practical applications. It significantly enhanced my.

Academy Management, Leadership

The Academy Management course has provided me with comprehensive knowledge of management theories and practical tools, significantly.

Academy Education (Au) In Economics And Resource Management, Economics

The Academy Profession Degree in Business Economics gave me comprehensive knowledge and skills in business economics and financial.

Lean Yellow Belt, Lean

While employed by Norlys, I completed internal education in LEAN principles, focusing on optimising processes and eliminating.

Lean White Belt, Lean

While employed by Norlys, I completed internal LEAN training, earning a White Belt. This training covered LEAN principles, types of waste.

Coach Education, Football

I am qualified to use the UEFA B licence card in Denmark and Europe. The UEFA B licence is the third highest football coaching education.

Firefighter Education

During my military service, I completed the firefighter training and was trained to solve several tasks during disasters and major.

The Business School'S Education

Completes the 2-year Business School's Education program.