Michael Cederqvist Email & Phone Number

Copenhagen, Dk

København, Hovedstaden, Danmark

Besides the daily administrative and management tasks, my focus is to professionalize support through KPIs, develop support policies and consolidate support channels.The customer support team consists of 10 people (and growing), handling 2500+ tickets every month. Besides tickets, technical support also contributes to writing and updating articles in our knowledge base to strengthen ticket deflection, e.g. via AI.Headlines:- Remote management (multilingual team spread across the EU)- Stand-ups, 1:1 and team meetings- Process development, implementation and optimization- Communication, Escalation/crisis management- Coaching of agents- Agent recruitment- Organizational development- Setting of KPIsResults for 24:Renewed coaching process lifted, especially one agent's efforts.Developed and implemented bonus plan for support team.Training and implementation of AI tools to support agents and back office.Got ticket backlog under control. Brought in an external company to temporarily help with backlog and 1st line support.

Købmagergade 7-9

Daily management and development of a multilingual technical support department that handles 3000+ customer inquiries annually and contributes knowledge and resources to our technical implementation team in addition to technical support. Responsibilities include:- Recruiting- Coaching- Process development, implementation and optimization- Crisis management- Negotiations - Mentor for new employees in SAS Institute Denmark

Copenhagen Area, Capital Region, Denmark

The position is new in SAS Denmark, which means it has had to be defined. In close dialog with the Technical Director, we are continuously adjusting task content for the role.Results and responsibilities:- Introduction of chat as a support channel, as the first SAS Technical Support in the world- Re-definition and development of technical services- Sales of technical services- Spreading knowledge about technical support among Danish SAS customers- Customer meetings focusing on collaboration and the quality of SAS technical support- Communication of 'technical' news at network meetings, websites and various LinkedIn groups- Crisis management- Mentor for new employees in SAS Institute Denmark- Coaching of Russian, Swiss, and Danish technical support consultants in Kepner-Tregoe Problem Solving & Decision Making

Copenhagen Area, Capital Region, Denmark

Daglig ledelse og udvikling af en flersproget teknisk support afdelingen, der årligt håndterer 3000+ kundehenvendelser og som udover teknisk support også bidrager med viden og ressourcer til vores tekniske implementerings team. Af ansvarsområder kan nævnes:- Personale udvikling- Remote Management- Krisehåndtering- Rekruttering- Coaching- Proces udvikling, implementering og optimering- Salg af tekniske services- Forhandlinger - Mentor for nyansatte i SAS Institute Danmark Resultater:-Implementering af Kepner-Tregoe Problem Solving & Decision Making problemløsnings metode, i support processerne i Teknisk Support, Danmark-Opbygning af dokumentation for implementering af en langrække produkter-Salg af tekniske services-Implementering af dansk sproget E-Survey-Udvikling af bonusplan baseret E-Survey-Fokus på servicekvalitet, som blev forøget med 26% over 6 år-Opbygning af en virtuel 2. level EU Support organisation

Copenhagen Area, Capital Region, Denmark

I perioden fra 1998 til 2005 har jeg avanceret fra konsulent, senior konsulent til chef konsulent i SAS Institute, mit fokus har været 2. level support af SAS’s Financial Management solutions, 1. & 2. level support på resten af SAS’s produkt portefølje. Ansvarsområder:- Arkitektur og sizing - Teknisk projektledelse- Teknisk implementering- Teknisk dokumentation- Salg af tekniske services- Krisehåndtering- Mentor for nyansatte i SAS Institute Danmark- Rekruttering

København