Team Leader, Client Support
Copenhagen Area, Capital Region, Denmark
Team Leader for the Copenhagen based division of Global Corporate Solutions in Nasdaq Inc. As former Team Lead, I can provide leadership experience from a hectic and flexible international working environment, working in the field of customer support, with very close connections to sales and other organizations teams. With my financial and economical background, and my solid experience within customer support, I´m an asset that can contribute and achieve the performance goals set by Management.Additionally, I have practical knowledge and proven tracking record experience in stimulating and nourishing a working environment of trust and knowledge-sharing within a Customer Service unit. At Nasdaq, I coached and developed a group of Client Support Specialists, who provided excellent customer focused support, service and trainings to both Nordic and International customers.In the role of Team Leader I had the responsibility to ensure my team worked towards the assigned goals and reached their KPI´s within the areas of performance, service quality and customer satisfaction. I had the responsibility for managing and executing on all daily operations. This included implementing and updating procedures and policies in our workflow, arrange and execute on weekly team meetings and planning ahead work shifts and holidays. The responsibilities also included hiring and training of new employees, helping prioritizing tasks and having the yearly appraisal talks.As Team Lead I was the key contact and main escalation point for my team, customers, the Nordic sales teams and the rest of the Nasdaq Organization, about issues or topics concerning the Corporate Solutions in Denmark. The department was under my supervision moved to Lithuania and Germany in August 2016.