In my current role as a Mobility Support Advisor, I seamlessly blend B2B customer support with technical expertise, ensuring our users receive not only immediate and effective support but also solutions that are sustainable and user-friendly.- Customer and Technical Support: Consistently provide empathetic and efficient solutions to our customers, addressing both general inquiries and technical issues with equal expertise.- CRM System Evolution: Collaborate closely with CRM developers to enhance our CRM system, ensuring it evolves to meet the changing needs of our customer base and internal stakeholders.- Cross-Functional Collaboration: Work hand-in-hand with UX/UI Product Designers and Product Managers to refine both back-end and front-end systems, ensuring our technological infrastructure is not only robust but also user-centric.- Quality Assurance: Engage in testing of features and identifying bugs, ensuring that our platforms operate with precision and reliability.- Incident and Bug Reporting: Maintain a reporting protocol, ensuring all incidents and bugs are documented and communicated to our development team for expedited resolution.- Process Improvement: Drive initiatives aimed at process improvement within the customer support department, ensuring our service delivery is continually refined and elevated.- Sprint Planning Participation: Actively participate in sprint planning, ensuring customer support insights and challenges are integrated into our developmental roadmap.- Objective Setting and Iteration: Spearhead the setting of OKRs for the team, and iteratively refine them, ensuring our objectives are not only ambitious but also aligned with our operational and customer service goals.

First line support to Danish, Norwegian & Swedish B2C-customers via phone, email & web. Ensuring that the customers’ needs are always put first and provide a best in class experience.- Coordination with our dealers around customer complaints- Technical support to customer in collaboration with technical product team- Handling inquiries from customers on time, and making sure that all inquiries are replied, categorized and registered following the right procedures.-Mediate mutually acceptable solutions for the Danish customers in collaboration with Product support, B2B Partners and local Area Service Managers- Complaint handling- Reporting on KPI’s- Handling service repair order for customers- Shipping coordination between the customer and shipping Companies.

To excel in this challenging position as a stay-at-home mom I have used my professional experience as a former: Project Manager, Customer Care Representative, Customer Care Coordinator, Webshop owner etc.)

Womenmadeshop.dk was a webshop that sold handmade toys, clothing and goods for kids and parents. I ran it at the same time as being on maternity leave with 2 of our kids. - Daily operation of the webshop- Order management - packing and shipment of orders - Writing blogpost- Customer care support B2C by web, email, chat and phone- Purchase of inventory- Development of all kind of marketing materials - SoMe coordination (Facebook, Instagram, Pinterest, Etsy)- Affiliate marketing via Google partners- Attendance at trade fairs

Operational management- Task management - Follow­up on ongoing and daily tasks/projects - Reporting daily status to the Customer Care Manager - Real-time resource management/allocation - Time management/payroll management/vacation management - KPI tracking & reporting to the management team Management of Customer Care department: - Competence development of employees - Coaching of employees - Technical support of employees and the management team - Project management, Customer Care department - Project management, cross departments- Process development & improvement, within the department but also across departments- Educate & train employees in specific customer care programs - Development of manuals to support the employees in the department. - Superuser in CRM, CMS, customer service & IT­-tools: Tier 1 support, Customer Care Representatives - Participate in superuser training - Participate in UAT (user acceptance test) before the launch IT­systems- Train and coach Customer Care Representatives - Escalate and coordinate IT-tickets

- Customer Care service B2C, B2B & B2G 24/7/365 - Customer support - Web support - Order management - Preparation procedure description - Coordination of events, target B2B - Coordination of cross-functional projects between marketing, deployment and customer care

- Development & implementation of a new employee handbook

- Handling administrative HR tasks (employment contracts, paychecks, sickness absence & vacation, responsible for employee database etc.) - Project planning & development of resource allocation - Planning and coordinating with other project participants, so that the projects meet their time and budget estimates. - Employment of staff (job ads, screening, job interviews and followups) - Responsible for all communication towards employees - Employee testing and Quality management

- Project management and sales towards B2B - Coordination of projects between customer, translators and the graphic team - Quality management of employees and their work - Development of KPI’s together with the management team

- Canvas sale ­ B2B customer - Performance metrics - Sales management and coordination - Development of sales material - Product development towards the Scandinavian markets (DK/NO/SE/FI), Great Britain and Germany.

- Store management (ordering, shift planning, reconciliation of cash) - Product consulting - Training of new employees - Customer service - Participation in trade fairs - Law management towards the government