Oversee Operations: Ensure smooth operations in customer support and logistics for home interior and jewellery products.Supply Chain Management: Manage incoming products from suppliers and outgoing orders to both B2C and B2B customers.Master Data Ownership: Maintain and upload product information across various platforms.Automation Management: Develop and oversee automations to streamline order processing, invoicing, and delivery.Team Leadership: Lead and manage a small team of… Show more Oversee Operations: Ensure smooth operations in customer support and logistics for home interior and jewellery products.Supply Chain Management: Manage incoming products from suppliers and outgoing orders to both B2C and B2B customers.Master Data Ownership: Maintain and upload product information across various platforms.Automation Management: Develop and oversee automations to streamline order processing, invoicing, and delivery.Team Leadership: Lead and manage a small team of customer service agents. Show less

Working with all processes related to Bolt's customer support. Bolt has 150+ million customers and 3 million partners across 45 countries. Managing 2 sub-teams; Process Optimization & Content Management. Our teams are governing all the processes involving a user contacting support. We empower the rest of the organisation to provide timely and high-quality solutions to various user types.Main KPIs: Customer satisfaction, Time to solution, Average handling time, Contacts per X… Show more Working with all processes related to Bolt's customer support. Bolt has 150+ million customers and 3 million partners across 45 countries. Managing 2 sub-teams; Process Optimization & Content Management. Our teams are governing all the processes involving a user contacting support. We empower the rest of the organisation to provide timely and high-quality solutions to various user types.Main KPIs: Customer satisfaction, Time to solution, Average handling time, Contacts per X, Cost per XIn a nutshell,• Analyzing and prioritizing root causes to fix or address through CS means• Quarterly planning cycles to review the above and assign work within teams• Creating process models (Figma) and sharing with stakeholders for feedback before re-iterating and shipping solution. Update knowledge base and other relevant content• Post analysis of applied solutionMain tools: JIRA, GitHub, Looker Show less

Managing customer support for 9 countries - Bolt Food & Bolt Market. Working with teams in each country remotely.• Working with suppliers (BPOs) and in-house teams to ensure fast response times and high quality• Optimising cost through WFM, process optimisation and reduction of contact rate• Reporting and liaising with internal stakeholders to manage local investments

NORTH is providing various types of Writing (SEO & copy), Translation, Transcription and Data annotation.Translation services focused on Danish <-> English. Worked with tech companies, health magazines and podcast producers amongst others.

• Managing a team of team leaders, trainers and quality analysts. Overseeing 75 employess indirectly.• Governing onboarding process of new employees.• Reporting department performance to stakeholders including quality testing, performance and workforce management metrics.

• Managing performance for a team of 20 computer system administrators, providing B2B IT support for Nordic clients through nearshore in Nordic and English language support.• Administrating ITSM tools (HPSM, ServiceNow, Pangea etc.).• Communicate with clients and internal stakeholders regarding SL agreements, KPIs and scope of support.• Recruiting and onboarding of employees.

• Managing performance of 15 multilingual CSRs, weekly coaching and development. • Developed dashboard for optimization of utilization and schedule adherence within operations teams. • Providing performance reports via Tableau BI. • Analyzing performance metrics - Translating to actionable behavior.

• Gathering research on technical issues, A/B tests and customer pain points.• Supporting the help desk line through multiple channels.• Analyzing data and providing reports with MicroStrategy BI.• Training and developing new hires.

• Solving customer inquiries through phone and social media.• Technical troubleshooting. • Handling e-commerce questions and issues.