Helen Toft Email & Phone Number

Denmark

Ishøj

As the Head of Customer Relations at Anticimex, I lead dynamic teams to deliver exceptional service, drive commercial insights, and enhance customer satisfaction. Reporting to the CFO and collaborating closely with the executive team, I oversee customer service, planning/dispatching, and commercial data analysis, with a primary focus on optimizing customer retention and increasing operational efficiency.I am responsible for managing teams across Customer Service, Planning, and Retention, monitoring KPIs, and continuously refining processes to improve service quality and the overall customer experience. Working in close partnership with the operations team, I ensure seamless and efficient planning and execution, fostering a proactive service approach that delivers timely, high-quality solutions for our customers and commercial partners.

Svinninge

Management of multiple teams, with a primary focus on strengthening sales and service activities and delivery, while ensuring impeccable quality of services and enhancing the customer experience. My responsibilities included team leadership, sales support, employee training and development, task planning and coordination, as well as ensuring compliance with quality standards. I collaborated closely with other leaders and stakeholders to ensure efficient and cohesive operations.Additionally, I delivered excellent customer service and provided valuable contributions and insights to colleagues, partners, stakeholders, and management.Responsibilities:- Personnel management- Change management- Recruitment and hiring- Achievement of Key Performance Indicators- Coaching- Quality assurance- Customer orientation- Optimization of sales, performance, and synergies- Implementation and execution of strategy- Employee development discussions- Collaboration across the organization- Facilitating workshops- Project involvement.I led the team, guiding employees and customers through challenges such as COVID-19 and the energy crisis, consistently exceeding targets on various KPIs and SLAs. Furthermore, I enhanced employee well-being and increased motivation and performance throughout the extensive change process and location strategy.

Virum

Team Lead, Customer Service - Responsible for managing 15 employees (Written communication, as well as blended calls and emails)Responsibilities:- Personnel management- Change management- Recruitment and hiring- Achievement of Key Performance Indicators- Coaching- Quality assurance- Customer orientation- Optimization of sales, performance, and synergies- Facilitating workshops- Implementation and execution of strategy- Employee development discussions- Collaboration across the organizationI contributed to ensuring stable operations and retaining key customers during the acquisition when Denmark's then-second-largest consumer-owned utility company, SEAS-NVE (now Andel), acquired Ørsted's Danish electricity distribution business, Radius. As part of the 21.3 billion DKK deal, the company also obtained the Danish residential customer and outdoor lighting business.

Hvidovre

Analyzed and optimized internal business processes within Sales/Service Denmark and Claims to increase customer satisfaction. This was achieved through an analytical approach, with the use of data-driven methods, and inspiration from Systems Thinking theories as well as experiences from my Nordic colleagues. Skills:- End-2-End process and management- Process optimization- Root Cause analysis- Customer Experience (CX) / NPS- Social Media (SoMe), including Facebook and Trustpilot- Customer journeys/mapping- Customer orientation

Managed and maintained social media platforms such as Facebook and Trustpilot, ensured professional handling of emails, live chats, and customer complaints. I also provided support to colleagues as a subject matter expert across all insurance sectors. Participated in a project to implement a new softphone system across Private Denmark.

Insurance Advisor, providing inbound insurance advise, service and upselling. Furthermore I later worked with the organization's Car Brand Deals.

Østerbro

Coordinating intermediary between the director, IT specialists, and the service department.

Frederikskaj

Business advisor for clients including If Insurance, Miele A/S, SAS, Danske Bank, and Danica Pension.

Valby

Business advisor for clients including Miele A/S og Alfa Laval

Copenhagen Airport

Sales and advisory services related to electronic purchases

Glostrup

Rental of video and DVD films as well as Movie boxes. Sales of products, including candy, prepaid telephone cards, general customer service and registration of new customers. Responsibilities regarding closing the store in the evening.

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Academy-Educated Communicator, Communication In Practice | Evocazion, 10

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Academy-Educated Insurance Advisor, Skadeforsikring - Privat Salg 3.53, 12

Academy-educated Insurance Advisor (3.53) Private Sales

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Trained Paralegal, Higher Education