Benna Hindborg Email & Phone Number

København, Hovedstaden, Danmark

Copenhagen Area, Denmark

FTFa er en moderne tværfaglig A-kasse for både lønmodtagere og selvstændige - med et særligt tæt samarbejde med 58 forskellige faglige organisationer.Medlemsservice udgør den første kontakt, som mange medlemmer har med FTFa. Der besvares 180.000 opkald om året og mere end 30.000 chats. Vi har også ansvaret for receptionen og indgående mails. Vi færdiggører 80% af alle opkald.resultater jeg er særligt stolt af:-Indført ny chatfunktion og system til at måle medlemstilfedshed. -Medlemstilfredshed på 98% på chatten og 88% på telefonen.-Reduceret sygefravær til 3 dage pr. medarbejder pr år.- medarbejdertilfredshed på 89%.- Udvikling og implementering af Chatbot.

Københavnsområdet, Danmark

Customer service handles telephones, inquiries, emails and online applications from seafarers, ship owners and yachtsmen. Customer service also provides a service for ship owners; a refund of medical and benefit cases and receives reports of seafarers' medical fitness, injuries and crew information. They also handle the reception and front office.

Responsible for 3 teams.Responsibilities:o Back Office: complaints, repair shop, e-shop, warehouse, administrationo Sales/Loyalty department.: churn reports, in - and outbound sales (2009-2010) . o Sales in Customer Service and sales training courses (2009-2011). • Statistics, measurement and reporting, and resourcemanagement.• Provision of feedback to the organization on complaints and denunciations. • Optimization of processes, products and systems (including LEAN principles). • Optimization of shareholder service agreements: handset manufacturers, repair shop, storage. Results: • Process Optimizations relation Back office with savings of min. 2.000,000 kr. / Year. • Implemented resource planning, performance management and complaint database. • Start of Sales and Loyalty department in Customer Service. • Implemented Sales in Customer Service - lifted sales percentage from 3% to 24% in 1 year.

Responsible for 2 teams.Responsibilities:o Complaints and part of collection processo Operating Support and Tech 2nd line: support of colleagues and escalation of errors. • LEAN responsible in Customer Service division (participated in workshops and supervising) • Statistics, analyzes and reporting, and resource management• Provision of feedback to the organization of complaints and errors. Results:• Introduction and implementation of target-based management• Building new departments with goals, vision, processes and staffing• Implemented customer satisfaction analysis, database and quality meetings

Staff responsible for one team.Responsibilities:o E-mails, letters and cases from private and corporate customers.o Responsible for forum of sales, logistics, subscriptions and support team Results: • Building a new team, streamlining tasks, processes and systems during a merger• Implementation of ”leadership through strengths”

Staff responsible for 20-30 people divided into different teams, including 2 coordinatorsResponsibilities: Frontline, e-mails, letters, tech hotline and coaches.• Statistics, reporting and action planning.• Forecasting, capacity management and optimization of processes and communication. Results:• A 24 % improvement in customer satisfaction index over a period of 16 months.• Improved service level from 50% to 90% within 1 year. • Improvements done: letter project certification ring, processes and team development.

Destination manager, financial supervisor and guide in different countries (Mexico, Thailand, Gran Canaria og Turkey)

Sales assistant (inbound sales and service and order entry, inventory coordination)

First All Round office clerk (marketing, accounting, secretary, purchase department) and then Sales assistant in Sales department

Hd-O (Bachelor), Organisation Og Ledelse, 9,9

Med speciale i Strategisk ledelse og virksomhedsudvikling

Mindfulness Practitioner

Bevidst nærvær - tankeprocesser - nervesystemet - autopiloten - personlig udvikling

Hd 1. Del, Business Administration, 7,1

Med valgfagene: Strategi og Serviceøkonomi

Leader Practitioner, Nlp

Selvledelse • Kommunikation • Forskelligheder • Lederen som 'drømmetyder' - If you can dream it, you can do it!

Academy Diploma, Turism And Marketing

Baccalaureate, Business School

Baccalaureate, Humanistic And Languages

Enneagram Uddannelse

Dommer Uddannelse

Activities and Societies: arbejder som frivillig dommer til svømmestævnet