Jonas Kristensen

Experience

• 

  Nyati Safari Rejser

  Jun 2003 - Dec 2003

  Host
• 

  3 Danmark

  Aug 2007 - Aug 2022

  Implementation of Genesys PureCloud across two call centers on all contact channels. Genesys CX award winner for implementation project and results.Voice/speech AI analytics and personal routing initiatives implemented.Implementation of ticket system.GDPR ambassador for Operations. Implementation of OneTrust GDPR tool.General IT compliance projects I was hired as team leader, to merge our Operational Development team and IT Development team. Their primary focus is to reduce customer contacts by self services, lower agent average handling times for instance by automating agent processes and developing new IT applications for the entire organisation. I was appointed as project manager in the Operation Department Primary focus was to secure that our quality in the call center rose. This was done by implementing a survey system for monitoring the customer satisfaction. Various actions were made to raise our selfservice activities. Started working with our Aspect call center platform and various other systems regarding telephony.Additionally I was part of various process optimization workshops for our call center. I was hired to establish a higher usage of our new intranet and agent knowledge center created in EPiServer.Additionally I was chosen to handle mail queries from our exclusive customer club. Handling customer contacts by phone and mail

  • Manager - Business Optimization

    Jan 2016 - Aug 2022

  • Team Leader - Operational & IT Development

    Apr 2013 - Dec 2015

  • Project Manager

    Nov 2012 - Apr 2013

  • Quality Specialist

    Sept 2010 - Oct 2012

  • Process & Communications Specialist

    Jan 2010 - Aug 2010

  • Process & Communications Coordinator

    Jan 2009 - Dec 2009

  • Customer Care Agent

    Aug 2007 - Dec 2008
• 

  Red Barnet Ungdom

  Dec 2011 - Aug 2013

  Project managing recreation clubs for less fortunate children Responsible for all integration and inclusion projects within Save the Children youth.

  • Volunteer

    Dec 2009 - Aug 2013

  • Coordinator - Integration Comittee

    Dec 2011 - Dec 2012
• 

  Advania Danmark

  Sept 2022 - now

  Helping Nordic clients utilizing functionality in Genesys Cloud in the following areas: - AI assist and voice analytics - Bots (chat, e-mail, voice, agent assist) - Personal routing and self services - Wfm & agent engagement - Reporting, analytics and quality performance - Integrations, API's and IT projectsIntroducing service catalogue for customersBuilding Nordic CX LinkedIn community and posting weekly

  • CX Commercial & Consultancy Manager

    Feb 2023 - now

  • CX Sales

    Sept 2022 - Feb 2023