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(Updated 2022-05-24)Manager
Copenhagen, Denmark
Native Danish, English, Intermediate Urdu, Norwegian, Hindi
- +10 years in designing new solutions
- +10 years in costumer solution and support
- +10 years in management decision
Skills (17)
TIME MANAGEMENT
MORTGAGE
SERVICE DESK
LOANS
OPERATIONS
DOCUMENTATION
CUSTOMER INQUIRIES
GOVERNANCE
ROOT CAUSE ANALYSIS
COLLECTION
SQL
FINANCIAL MANAGEMENT
MENTOR
QUALITY ASSURANCE
QA
ONBOARDING
XENAPP
Professional Experience
Delevery manager
Tryg A/S
2019-08 - 2019-08
- Follow-up on all service requests and ensure that SLA are not brached.
- Initiate meetings between all 3 party suppliers to ensure that SLA will not breach.
- Coordinate tasks between 3 party suppliers and ensure that deliveries are made within agreed SLA - Holds service improvement meetings with the customer and 3 party supplier.
- Customer and user service - Handling client complaints and additional up-sales.
Role: Operation manager - Focus on problem management to ensure that a given incident can be resolved and the customer does not have downtime.
- Guide ServiceDesk and Onsite in their daily tasks.
Role: Project Manager: - Activity and resource planning - Organizing a project team - Controlling time management Role: Application Manager - Prepare service and SOP description.
- Optimize IT Governance Framework - Design the discovery phase and ensure that all reservations are investigated.
- Design test cases and steps definition.
- Design release plan with the customer or 3 party supplier.
- Initiate meetings between all 3 party suppliers to ensure that SLA will not breach.
- Coordinate tasks between 3 party suppliers and ensure that deliveries are made within agreed SLA - Holds service improvement meetings with the customer and 3 party supplier.
- Customer and user service - Handling client complaints and additional up-sales.
Role: Operation manager - Focus on problem management to ensure that a given incident can be resolved and the customer does not have downtime.
- Guide ServiceDesk and Onsite in their daily tasks.
Role: Project Manager: - Activity and resource planning - Organizing a project team - Controlling time management Role: Application Manager - Prepare service and SOP description.
- Optimize IT Governance Framework - Design the discovery phase and ensure that all reservations are investigated.
- Design test cases and steps definition.
- Design release plan with the customer or 3 party supplier.
Service Desk Manager
Cell Point Mobile
2017-10 - 2019-08
- Responsibility for employees' goals and development.
- Responsibility for 3 party suppliers.
Role: Service delivery, Incident, Change, Service, Problem and Service Delivery Manager.
- Handle complex cases around transactions, database, App errors - Root Cause Analysis Role: Project manager - Participate in agile projects - Hold status meetings - Estimate projects Role: QA (Quality assurance) - Step definition in Cucumber language JAVA - Tester cases
- Responsibility for 3 party suppliers.
Role: Service delivery, Incident, Change, Service, Problem and Service Delivery Manager.
- Handle complex cases around transactions, database, App errors - Root Cause Analysis Role: Project manager - Participate in agile projects - Hold status meetings - Estimate projects Role: QA (Quality assurance) - Step definition in Cucumber language JAVA - Tester cases
Payroll Adviser
Multidata
2012-02 - 2012-08
-Payroll support -Correspondence with customers in Danish and English
Home Architect (Project Manager)
SC. Marycris Express
2011-01 - 2012-01
-Negotiate price -Help for house design -Help for room design - Responsibility for communication between builders and subcontractors
Axapta consultant
A-solutions A/S
2010-01 - 2011-01
-Support to Axapta users -Responsibility for optimizing end-users system -Adaptation of policies and procedures.
-Projects from idea, analysis to implementation
-Projects from idea, analysis to implementation
CMS consultant
Virk.dk
2011-01 - 2011-01
Web Designer -My primary task was to design the www.virk.dk website - Lifting their graphic identity, including implementation - Responsible for user-friendly user interface optimized for search engines
Debt Collection Employee
EBH Bank
2008-01 - 2009-01
-Handle people who have ended up in financial difficulties.
-Drafting deferral agreements and documentation of this.
-Drafting deferral agreements and documentation of this.
Wealth Manager
Forstædernesbank
2008-01 - 2008-01
As a wealth advisor, I have advised private and corporate clients in investment, pension, credit and housing
Adm. Of Fund Order, Collateral, Back Office
Allied Irish Bank
2006-01 - 2006-01
Credit Rating, Securities Operations.
Academic Background
Bacholor
Handelshøjskolen, Aarhus Universitet
2009-01 - 2010-01
Certificat
Copenhagen Business School
2007-01 - 2007-01
AP in finance management
Dublin Institute of Technology
2006-01 - 2006-01
Finansøkonom
The Academy Profession
2004-01 - 2006-01