A.P. Moller - Maersk

Key tasks:
- Process design & standardisation
- Creation & implementation (deployment) of a support structure for Automation solutions across container terminals
- Stakeholder management
- Negotiation with stakeholders and vendors
- SOP & documentation creation
- Preparation of onboarding and training & briefing materials
- Vendor performance management
- Process design thinking testing & review (both internal and external)
- Process validation and improvement

ITSM Service Owner

Work tasks:

- Hardware maintenance and preparation
- 1st and 2nd level of technical support and troubleshooting
- User communication and training
- Handling requests and incidents in Service Now
- Desk and meeting room support
- Ordering stock

Senior IT Support Technician

Airtame

Along with the existing tasks, my role of a Technical Support Specialist includes:

- working closely with QA and development teams
- working with Tier 2 (advanced AV troubleshooting) and Tier 3 (network troubleshooting) issues
- technical calls
- pre and post implementation assistance

Projects:

- participated in the preplanning of the customer communication platform change
- preparation for the Cisco CCNA certification

Technical Support Specialist

Along with the existing tasks in the role of Customer Support Representative, my role includes:

- Tier 2 technical support (more advanced troubleshooting)
- Bug reporting and tracking in Jira Atlassian
- Assisting the Sales team with technical issues
- Optimising support processes and communication
- Responsibility for the Airtame Help Centre: creating new articles, optimising its performance and executing necessary edits and changes. 
- Cooperating with Project managers on new features and support content related to those features

Technical Support Representative

Work tasks:
- Customer support including answering questions about the product features, price, buying process, as well as starting the refund and return process
- Daily communication with customers via live chat, email and phone
- Tier 1 technical support that includes reading device log files, as well as troubleshooting and solving technical issues related to the device, app and cloud
- Controlling the fraud detection of orders
- Answering SoMe comments and messages (LinkedIn, Twitter, Facebook and Instagram)
- Controlling the LinkedIn ad comments (on non-organic posts)
- Creating saved replies to make daily communication easier for all team members

Individual projects:
- Created a system of organising and tracking office stock
- Created a way of controlling and getting an overview of LinkedIn paid/sponsored content

Customer Support Representative

Generator

Front Office tasks with focus on check in/ check out, dealing with current and potential guests, providing information about the city and the property, solving emerging issues with guests and partner agencies, creating, controlling and charging reservations. All in all, ensuring the best possible stay for all Generator guests.

Front Desk Receptionist

Bartender, occasional shift supervisor at the bar located in the Generator Hostel Copenhagen. Also, a bartender in the newly opened Reflections Ice Bar (that belongs to and is located in the Generator Copenhagen).

Bartender

A 3 month internship where my daily tasks were: providing customer and tech support via email and phone, using programs such as Intercom, Shopify, Pipedrive, working on independent and co-managed projects. The projects included: customer appreciation, retention and onboarding (CRM), improving the Help Centre and the overall customer journey/experience, getting testimonials from NPS promoters, organising the office stock (as help for the Logistics team), content writing.

Customer Success Intern

Strömma Group

Part-time student job in a company offering sightseeing in Copenhagen. Job responsibilities include on site sales of tickets for sightseeing and providing information to tourists.

Operative sales and Information worker

Generator Hostels

A three month internship as a part of my AP degree based mainly at the reception, but with insight into three other departments – F&B, event planning and housekeeping. Everyday duties included working with bookings in the Sihot system, guest check in and checkout, dealing with OTA’s and travel agents, standard phone and email procedures, handling complaints and helping guests.

Open minded, adventurous and tech savvy IT specialist, who is always ready for new challenges that life has to offer. 

I am eager to learn, very communicative, organised and adjustable, so I quickly adapt to new surroundings and new people. I make a great team member due to my excellent communication and cooperation skills. 

I really enjoy helping others and resolving issues of any kind, especially those of technical nature.

A few months ago, my husband (Daniel O’Brien Grønvold) and I got a new boss - Mr. Tiny Hands here 💙🍼
The main goal of our assignment is to ensure his wellbeing 👶

Long awaited and much wanted, we thought we were prepared, but Mr. Tiny Hands is a very specific and demanding manager. 💼

Mr. Tiny Hands, also known as Maximilian is not a fan of all the nicknames that we use for him - Maxie, Mad Max, Maximus… and prefers to keep the communication rather professional and up to the standard.

He believes that sleep is overrated 💤 only for his employees of course - he himself likes to take many nap breaks.
He is also a huge fan of lunch breaks and snacks VERY often. 🍼

The HR department, consisting of the grandparents, is not very helpful either to be honest. We tried raising a few complaints, however we soon gave up, as we realized that the HR department always sides with Mr. Tiny Hands and demands that we as employees meet all of his wishes, promptly. The HR department representatives also frequently visit in person and very often help out - to ensure Mr. Tiny Hands’ satisfaction.

Mr. Tiny Hands is on a long term contract, so he will be our manager for a while - luckily he is quite a charmer, meaning that we often forget about his demanding nature, as soon as we see a smile 💙

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