Chief Operations Officer at Gravel Group Aps (2021-02 – Present)
- Expansion efforts that successfully increased operational reach from one state to 33 states in the US.
- Launced Gravel Base Ltd UK & drove 3 year growth
- Implemented strategic initiatives that have significantly improved performance metrics across the organization.
- Developed and maintained robust relationships with stakeholders, ensuring alignment with company goals and objectives.
- Established and maintained effective relationships with customers, vendors, and other stakeholders to ensure successful execution of projects.
- Established partnerships with external vendors and suppliers to optimize costs, improve quality of service, and reduce delivery times.
- Modernised internal infrastructure to optimise daily business workflow.
- Orchestrated complex daily business operations to maximise profitability.
- Spearheaded strategic initiatives to optimise overall company workflows.
- Stakeholder Management.
- SOPs & KPIs
Team Lead at Gravel Group Aps (2019-02 – 2021-02)
- Identified and addressed impediments to team progress and success, resulting in a smoother flow of work and improved team morale.
- Mentored junior staff members to improve overall team output and morale.
- Optimised current workflows to enhance regional operational efficiency s.
- Managed daily resource allocation to meet strict client service targets.
- Ring Central phone system - Admin administrator for company phone system Ring Central.
- Customer Servive representative, leading teams to maxamize customer satisfaction and complaints
Restaurant / Events Manager at Europa 1989 (2014-01 – 2019-01)
- Organised and created events. Green Room music event for local upcoming musicians & food & wine tastings with our suppliers.
- Scheduling & team meetings.
- POS Data entry for daily operations.
- Streamlined daily front-of-house workflow to boost service speed by 20%.
- Managed diverse team rotas ensuring optimal staffing levels every shift.
Owner at Green Room A/S (2006-01 – 2008-08)
- Successfully launched and managed a business that focused on providing high-quality services in a competitive market.
- Developed innovative marketing strategies that increased brand visibility and customer engagement.
- Implemented operational efficiencies that improved service delivery and reduced costs.
Assistant Cruise Director at Crystal Cruises (1999-01 – 2005-06)
- Coordinated entertainment and lectures onboard, ensuring a memorable and luxurious experience.
- Worked closely with various departments to ensure seamless operations and high-quality service delivery.
- Facilitated guest engagement initiatives that significantly increased satisfaction ratings.
- Managed daily onboard activities whilst ensuring exceptional standards.
- Coordinated staff rotas to optimise operational flow during voyages.
- Resolved complex passenger enquiries to maintain superior satisfaction.
Customer Service Manager (2026-06)
Customer Service Manager (B2B & B2C) Led the Customer Service function for both B2B and B2C customers, managing and developing a high-performing support team focused on delivering exceptional customer experiences. Responsible for optimizing customer service operations, improving workflows, and ensuring consistent service quality across all customer touchpoints.
- Led, coached, and supported the customer service team to achieve high performance and customer satisfaction.
- Developed and implemented Standard Operating Procedures (SOPs) to standardize processes, improve efficiency, and ensure consistent service delivery.
- Optimized customer service workflows, identifying process improvements that enhanced response times and operational performance.
- Managed relationships with both business and consumer customers, ensuring timely issue resolution and strong customer retention.
- Served as the administrator for RingCentral, managing the company's cloud-based IP phone system, including user administration, call routing, reporting, and system configuration.
- Monitored service performance and collaborated with cross-functional teams to improve operational KPIs and customer experience.
- Worked closely with internal stakeholders to align customer service processes with business objectives and support company growth.
