Kim Petersen Email & Phone Number

Tåstrup

Ansvarlig for at lede, drive og implementere DSBs strategi for procesautomation og at omsætte denne vision til konkrete handlinger ved at arbejde tæt sammen med samarbejdspartnere på tværs af hele DSB.Fokus er på identificering, analysering, udvikling og drift af vores RPA/RDA processer samt udforske mulighederne for brugen af teknologier som AI, ML og DL.

Denmark

Team lead, Commercial Systems. Making sure the business of the commercial Costumer Centers needs are met in the daily operations of IT. Managing and supporting the wide array of IT systems that are used within the costumer service industry ensuring that our sales, costumer and call center systems has the correct attention by our many suppliers and IT support. • Operations of sales systems• Operations and development of customer systems• Operations and maintenance of the platform equipment, both Travelers Pass and DSB ticketing machines• Operation and maintenance Telephony systems• Prepare customer and sales systems to interact with a new IT system • Working with GPDA processes and approvals or our systems and processes

Denmark

Forecasting management, data analysis of the daily operations or future scenarios, BI projects where I improve the transparency of the daily operations by having the understanding of the link between our key systems and their limitations. Managing the HR complexity in our section and having the responsibility of the Workforce Management System used in our production.

Copenhagen Area, Denmark

Service Manager at NNIT Service Desk, Planning and AnalysisAfter completion of my master thesis conducted at NNIT i was hired to implement the project. • Data Mining/business intelligence analyser/ad hoc analysis through extraction of data from different systems around particular individual performance data, major incidents, causes of user-/costumer-inquiries, pro-active analysis of various events etc.• Reporting to the management of statistical data with list of facts and proposals for actions• Training of management in the use of KPI and agent statistics for performance in service desk• Project on improving the case management system with a focus on agents' handling time and quality of data history• Training of agents in the use of a workforce management program and the overall process to give them an understanding ofthe use of the new system and process• Advising the management of the daily operations and staffing in the future• Input to the change management responsible• Cooperation with NNIT `s Call Center in China• Involve the Chinese leadership in the use of forecasting and following staffing• Outsourcing data extraction of the reporting to China• Acting as a liaison between the Service Desk and a comprehensive project that had an impact on more than 60% of the customer base that contacted the Service Desk• Forecasting and scheduling of the staff in the Service Desk• Responsible for the daily KPI reporting with analysis about yesterday's results and what to be expected of the current day after considering recent factors• Implementing Teleopti CCC –a workforce management system• Participation in changes and major system deployments• Project manager at a critical update a system ("Citrix GoToAssist"), which had an impact on the entire Service Desk.

Master Of Science (M.Sc.), Innovation, Production And Management

Msc In Engineering Management, Production And Knowledge Management