University Examiner - primarily within Corporate Communication in Spanish (University of Copenhagen, Århus and Syddansk Universitet.

Reporting to: Customer Service Manager and Management in Copenhagen, Miami and BrightonIn connection with Bupa’s decision to transfer the servicing of the Latin American policyholders from the Copenhagen office to the Miami office, I was appointed to manage and monitor the performance and quality of the insurance services delivered out of Miami, as set out in the internal TPA contract, and included:• Ensuring full compliance with the outsourcing contract (TPA)• Continuous reviews of the Service Level Agreement (SLA)• Defining KPIs (production, turn-around-times, quality)• Driving Continuous Improvements of production and service quality• Developing quality assurance processes and tools• Regular on site training in Miami (30-40 days of travel annually) Result: We achieved full compliance of the outsourcing contract within a 6 year period Besides the above responsibilities, I had the opportunity to design and maintain a series of Quality Assurance databases (Microsoft Access), responding to an acute need for having the quality assurance efforts structured, optimized and reported to relevant authorizations Result: Bupa now has approx. 10 databases used for logging and reporting quality assurance efforts in Denmark, USA and UK.

Reporting to: Team Manager• Key Account Management of Latin American health insurance customers and agents• Coordinating with hospitals and physicians worldwide• Training co-workers in processes and workflows• Stationed in Mexico City (1 month) to partake in negotiations with the Mexican insurance authorities in order to obtain authorization to establish a subsidiary in Mexico, as well as to train the Mexican staff in all aspects of health insurance and customer service• Stationed in Miami (6 weeks) with a team of colleagues from Copenhagen to train new employees in processes and service excellence Result: Ihi achieved international recognition as a market leader in service and product quality through a high level of employee and broker participation

Reporting to: Director of IT • Responsible for training approx. 250 employees in IT, procedures and corporate values• Improving communication between IT and operations• Documenting and optimizing operational procedures and IT processes• Establishing and manning an IT hotline• Designing and maintaining staff and training databasesResult: IT was introduced in all departments and branches, with a high level of commitment among employees who were actively engaged in the process. Staff-elected member of the board of HT Defta A/S.

Reporting to: Team Manager• Responsibility for cooperation with hospitals and physicians worldwide – negotiation of contracts and discounts• Validation of high-cost claims• Training of co-workers in IT and proceduresStaff-elected member of the board of ihi danmark a/s.

Interpreter at the EU institutions in Brussels, Luxemburg and Strassburg (based in Brussels).