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Senior
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0
jobs
Delivering unforgettable customer experiences
Maria Nørgaard Utard
,
København S, Denmark
Experience
Other titles
Skills
I’m offering
Rådgivning, sparring og eksekvering ift. Customer Experience projekter - herunder optimering af kundeservice / support samt udarbejdelse af customer success framework for nye eller eksisterende customer success teams. Særligt fokus på digitale kunderejser.
Markets
United States
(Remote
only)
United Kingdom
(Remote
only)
Germany
(Remote
only)
Denmark
Norway
(Remote
only)
Netherlands
(Remote
only)
Sweden
(Remote
only)
Links for more
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Industries
Language
Danish
Fluently
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - 2020
job
Customer Experience Manager
Good Monday.
Customer experience mission and strategy as well as execution of supporting projects to increase customer loyalty. Areas include structuring the onboarding process, creating a customer success framework, enhancing collaboration with Product, defining operational KPIs for data-driven business decisions, and ensuring a personalised CX through stakeholder insights.
Key achievements: Created a Success Plan for Customer Experience in first month and started execution immediately
Key achievements: Created a Success Plan for Customer Experience in first month and started execution immediately
Customer experience, Manager, Project Management, Project Management, Change management, Business development, Business Optimization, Business development, Business strategy, Change management, Management, Management, Strategy, Strategy, Business excellence, Digital transformation, Service Management, Success planning, Business transformation, Mapping of the customer, Customer relations, Customer interviews, Customer Analysis
2015 - 2019
job
Customer Success Executive
Zendesk.
Trusted advisor and consultant for Elite customers in EMEA reg. strategy, best practices and new trends in customer service, customer experience and digital transformation. Event manager on thought leadership forums for Elite customers and speaker at webinars.
Key achievements: CSAT increased from 87% to +90% for Elite customer
Key achievements: CSAT increased from 87% to +90% for Elite customer
Customer Service Management, Customer experience, Business strategy, Digital transformation, Business Optimization, Project coordination, Project coordination, Communication, Communication, International customer service, Customer Onboarding, Saas, Customer Activation Service SaaS, Success planning, Account management, Customer relations
2013 - 2015
job
Service Coordinator
Venuepoint (Billetlugen).
Optimisation of processes as well as internal and external communication in both B2C- and B2B-support focused on the balance between service and efficiency, e.g. via online tools for communication and self-service.Writing and distribution of B2B newsletters, development of B2B training program, event management of conferences and workshops.
Key achievements: Improved customer experience through significantly reduced first reply time in B2C and B2B support
Key achievements: Improved customer experience through significantly reduced first reply time in B2C and B2B support
Service, Coordinator, Coordinator, Social Media, Digital communication, Newsletters, Digital Marketing, Communication, Communication, Content marketing, Helpdesk support, Support, Online support, Technical Support, Customer service, Online customer service, Customer relations, Mapping of the customer, Customer Databases, Customer experience, Customer service
2011 - 2013
freelance
Work & Travel
New Zealand and Australia.
2-years of backpacking and working various jobs in New Zealand and Australia. Employment included i.a.:
- Receptionist at hostels
- Sales Assistant in shop
- Waitress in restaurants
- Barmaid at horse racing track
- Usher at theatres
- Receptionist at hostels
- Sales Assistant in shop
- Waitress in restaurants
- Barmaid at horse racing track
- Usher at theatres
Receptionist, Sales
2008 - 2011
job
Online Marketing Coordinator
Tivoli.
Project coordination of development and implementation of a new e-commerce solution. Introduction of Tivoli to various social media and development of communication strategy on social platforms. Ongoing updates and improvements on Tivoli’s website.
Key achievements: Took Tivoli from launch to +40.000 followers on Facebook with no cost.
Key achievements: Took Tivoli from launch to +40.000 followers on Facebook with no cost.
Coordinator, Online, Newsletters, Social Media, Digital Marketing, Online marketing, Online Marketing, Digital communication, Content marketing, Marketing, Project Management, Project coordination, Project coordination, Project Management
My education
2006
-
2009
Copenhagen Business School - Handelshøjskolen
cand.ling.merc, English and Intercultural Market Studies
cand.ling.merc, English and Intercultural Market Studies
2004
-
2005
University of Sheffield
Erasmus, Management
Erasmus, Management
2002
-
2005
Copenhagen Business School - Handelshøjskolen
BA, English and International Marketing
BA, English and International Marketing
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