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Glenn Birkelev

Glenn Birkelev

Trainee

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location of Glenn BirkelevCingapura, Cingapura

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  • Timeline

  • About me

    Lead with Confidence, Succeed with Purpose | Leadership Coach | Executive Mentor | Head of Customer Service Delivery @ Agoda | Guiding Professionals to Life & Career Success | Speaker & Content Creator

  • Education

    • Copenhagen Business School

      2005 - 2008
      Graduate Diploma Business Administration Organisation & Management

      Graduate Diploma in Business Administration Organisation and Management with a speciality in HR Management and Development. Study completed June 2008 after attending the study Part 2 with a focus in HR Management.

    • Columbia Business School

      2019 - 2020
      Postgraduate Diploma in Digital Business Digital Business, Marketing & Strategy 9.5/10

      Atividades e grupos:Digital Marketing: Customer Engagement, Social Media, Planning & Analytics Digital Strategies Digital Transformation Focus on Digital Strategies & Transformation in companies as well as Digital Marketing Strategies and engagement. The degree included hands-on search engine optimization, digital marketing campaigns as well as utilizing own experience as well as known cases to describe digital transformation with successful outcomes. Emeritus course provider but content and teachers from Columbia Business School & MIT Institute of Management

    • Columbia Business School

      2018 - 2018
      Digital Marketing: Customer Engagement, Social Media, Planning, & Analytics Digital Marketing Strategy 9.87/10.0

      Atividades e grupos: David R. Rogers Digital Marketing Strategy Course through Columbia Business School. Attending the course from March - June 2018

    • Cornell University

      2011 - 2011
      Project Leadership Diploma Project Leadership

      Study includes Mining Collective Intelligence, Dealing With Difference, Earned Value Management, Influence Without Authority and Conflict Resolution

    • Singapore Management University

      2024 - 2024
      Professional Coaching Certificate Physical Education Teaching and Coaching Completion

      Professional Coaching Certificate degree from Singapore Management University. 72 hours of coaching training completed and a diploma degree achieved. This degree grants me ability to conduct professional coaching and pursue my International Coaching Federation certification. Certification by ICF requires certified coaching training10 hours of mentorship training100 hours of registered coachingTheoretical Exam by ICFPractical Coaching examn

  • Experience

    • Cimber Travel

      Nov 1999 - Jan 2000
      Trainee

      Was a leasure travel agent selling Star Tour / TUI travel packages for private people. Selling every type of leasure travel products.

    • Carlson Wagonlit Travel

      Jan 2001 - Jan 2006

      Had the responsability of 20 travel agents. Being a part of company development in the operational part of the business, handling clients directly as well as coaching travel agents. Serviced several company customers with travel related solutions. Was a travel agent that booked the airlines, hotels, car rentals, visas etc.

      • Section Manager

        Jan 2006 - Jan 2006

      • Travel Consultant

        Jan 2001 - Jan 2005

    • Pon-Power

      Jan 2007 - Jan 2007
      Department Manager

      Was the manager of Service Support at Pon-Power in Esbjerg, primarily focusing on getting three departments in Oslo, Esbjerg and Copenhagen to work together, streamlining the processes.

    • Maersk Line

      Jan 2007 - Jan 2011

      Job tasks include but not limited to: - Provide and be main responsible for strategic planning for all Maersk Line Crew matters worldwide, supporting the overall goal of Maersk Line. - Identify and implement improvement to existing operational setup. - Appoint, manage and liaise with crewing agents and vendors worldwide- Provide management reporting on recruitment activities and strategy. - Responsible and accountable for the recruitment budget.- Manage and negotiate contracts with suppliers as well as conduct business intelligence and analysis. Exibir menos

      • Head of Crewing Recruitment

        Nov 2010 - Jan 2011

      • Indirect Procurement Manager

        Jan 2007 - Jan 2010

    • Philips

      Jun 2011 - Jul 2012
      Indirect Procurement Manager

      Responsible for optimizing the travel spend within the APAC region covering 13 markets/countries as well as manage all suppliers within the travel category including air, hotel, rental car, online booking tools.

    • American Express Global Business Travel

      Jul 2012 - Jan 2017
      Director, Head Of Service Delivery Singapore

      Lead the Singapore Service Delivery team of 150 people including staff located in Australia and India and overall responsible for P&L and customer experience of more than 200 corporate clients.

    • American Express Travel Singapore Pte Ltd

      Jul 2014 - Jan 2017
      Board Of Directors

      Member of the Board Of Directors of American Express Travel Singpaore Pte Ltd

    • Aspire Lifestyles

      Jan 2017 - Jan 2018
      Group Product Director, Travel Concierge

      Globally responsible for travel concierge product, technology implementation to support the category, P&L of travel products sold as well as managing partners.

    • Travelport

      Jan 2018 - Jun 2019
      Regional Director & Head of Customer Support APAC

      As head of Customer Support, I am responsible for our Travel Agency Helpdesk, Technical Support as well as Learning & Performance for the APAC region.

    • RoomIt by CWT

      Jan 2019 - Jan 2020
      Director, Global Supplier Management

      Responsible for Hotel Strategy for global, regional, and local chain hotels as well as sourcing, contracting, and revenue collection.

    • Agoda

      Jan 2021 - now

      Responsible for global service delivery of B2C and B2B2C efforts in Agoda and Rocket Travel by AgodaTotal workforce responsibility of >4,000 employees in >10 countries and >18 sites White Label Partnership Servicing Responible through Rocket Travel by Agoda ensuring customer retention and business development with a focus on automation, excellent customer service and efficiency AchievementsSavings of >20% cost while improving Customer Satisfaction by 5% at the same time Launched new white label clients without any servicing challenges during a short timeline to go live Turned around customer service delivery within 3 months from 45% to 75% CSAT and 70% Voice SLA to 85% without increasing staffingIntroduced new KPI system for improved performance and reduced workload for KPI and analytics team Exibir menos

      • Associate Vice President Customer Service Delivery

        Jan 2025 - now

      • Senior Director Customer Services Teams

        Jan 2024 - Jan 2025

      • Senior Director, Accommodation Customer Service Delivery

        Jan 2023 - Jan 2024

      • Director, Customer Service Delivery: South East Asia, English and Social Media

        Jan 2022 - Jan 2023

      • Head of Customer Service Delivery South East Asia and English

        Jun 2021 - Jan 2022

      • Regional Head of Service Delivery

        Jan 2021 - Jan 2021

    • GLEHAGO Coaching & Leadership

      Jan 2023 - now
      Founder and Head Coach

      Executive Coach and Founder of GLEHAGO coaching. A coaching company focused on leadership and personal development for individuals looking to level up their lives and their work. I conduct individual and group coaching for new leaders as well as senior executives.

  • Licenses & Certifications