Mads Terkelsen

Experience

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  SPIELO

  Aug 2012 - Aug 2015

  Customer Advisor

  • Advised Danish B2B and B2C casino customers.• Handled incoming queries and occasionally performed outbound phone calls.• Onboarded and supervised new Scandinavian colleagues, ensuring high-level customer service.• Collaborated with cross-functional teams to resolve customer issues quickly and efficiently.• Developed and delivered presentations to stakeholders.

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  Intersport Lackner

  Sept 2015 - May 2016

  Skiinstruktør

  Ski instructor education with Hojskolen Ostersoen. Followed by a season as a ski instructor with ‘Schischule Lackner’ Grossarl, Austria.

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  Aspire Global

  Jul 2016 - Feb 2018

  VIP Personal Account Manager

  • Communicate efficiently and accurately with VIP customers to an extremely high-quality service standard, using excellent sales initiative and interaction skills, by email, chat, and telephone (both reactively and proactively) to reach key monthly performance indicators• Being able to constantly adapt to a dynamic and changing environment, with positivity and drive, was an absolute must• Increase VIP players’ activity with high-level sales and service activities• Strong ability to handle multiple tasks at the same time, to a high level of quality, but always understanding how to prioritize and categorize the urgent and important tasks from each other Show less

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  SILVAN

  Mar 2018 - Apr 2019

  E-Shop Konsulent

  • Delivered personalized customer service experiences, tailoring interactions to meet the needs of a diverse age demographic• Directed the onboarding and professional development of new team members, fostering a culture of excellence in customer service delivery• Handling sales proposals for business customers and general sales inquiries• Responsible for handling after-sales on purchases from the webshop and ensuring high customer satisfaction

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  Kamstrup

  May 2019 - Sept 2021

  • Customer advice and support of B2B customers on all Kamstrup's software solutions as well as technical advice on the product portfolio• Responsible for customer support on Kamstrup Encryption Keys Service, internal process optimization, and operation• Daily handling to ensure customer interconnection between CRM and the Servicedesk• Onboarding of new Servicedesk colleagues and creating/updating the onboarding material• Carried out interviews with dissatisfied customers based on negative NPS feedback, compiled detailed reports, and ensured key stakeholders within the organization were informed to drive targeted improvements and enhance customer satisfaction. Show less

  • System Operation Engineer

    Aug 2021 - Sept 2021

  • System Support Engineer

    May 2019 - Jul 2021
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  Berry&Bean

  Oct 2021 - Apr 2022

  Key Account Manager

  • Developed and instigated the company's first B2B sales strategy.• In charge of the creation and delivery of marketing materials targeting Key Business Customers.• Implemented data in CRM and segmented Business Customers.• Directed the development of both on-site and virtual sales material specifically designed for Business Customers.• Negotiated with financing partners to introduce leasing solutions, expanding the service offerings available to Business Customers.• Strategically identified and leveraged sales opportunities, significantly boosting customer retention rates through focused account management. Show less

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  Elastic

  May 2022 - Nov 2022

  Sales Development Representative

  • Focused on generating leads and building relationships to drive potential sales opportunities.• Engaged with prospective clients to understand their needs and align them with Elastic’s offerings.• Collaborated with sales teams to ensure a smooth handoff of qualified leads for further development.

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  Kamstrup

  Dec 2022 - now

  Service Delivery Manager