Bo Grønbech Skov

Customer Service Manager, Personnel Manager - later Division Manager.

I have direct managerial responsibility for all receptionists and nurses throughout the 5 clinics.

My original role was that of Customer Service Manager (Reception Team and complaints) but within 2 months I become HR manager for almost all staff.

I am also a part of the Cosmo Leadership team - advisor for the director.

I have great success with a cultural turnaround through floor presence, conversations, new work procedures, creating a flow and "healthy" procedures for receptionists and nurses.

* I establish employee training, meetings, measurable employee satisfaction surveys and a feel of belonging.

* The company has the best fiscal year 22/23 in the company's existence.

* I build up a solid receptionist team with inclusive roles of receptionists supervisors. We have a new high of call volume, low answering times, improved customer guidance and positive ratings.

* NPS score high above average and leading for the industry.

* I start at the opening of the 3rd clinic. The 5th clinic opens late summer 23 as a direct result of good business.

Other tasks include:

* Daily operations

* Change Management - expansion from 2 to 5 clinics.

* Coaching

* Staff meetings

* Strategic planning and execution

* Leadership - and Leader coaching

* Financial management practices ensuring organizational economic sustainability and growth

* Optimization of processes and developing new tasks

* Customer service (complaints, Trustpilot etc.)

* KPI - development, upkeep

A department of 500 employees and 15 duty managers ensuring the safe and professional handling of all departing passengers.

In this role I served as a direct manager and responsible for the ongoing development and mentoring for 30 employees and held operational oversight for up to 130 employees in on a daily basis.

Leading changes. The department underwent a positive transformation from a highly authoritarian leadership style to that of a much more present and situational leadership approach. More self control to the employees.

I took a proactive approach in this by guiding, coaching and training ensuring floor presence and much appraisal in their transformation and empowerment.

I co-designed and implemented a new recruitment process. The Assessment day saw that of applicants being interviewed, tried in different abilities and their teamwork capabilities. It eliminated non qualified applicants (by their ability to see x-ray screening) at an early stage and ensured an effective and rapid process. I instructed my colleagues and other shareholders and a great recruitment team spreading over several departments was born.

The recruitment process was appraised by the directors board and adapted by other departments.

I

kept a positive and sound mind during the large downsizing of the department we endured during the Covid pandemic. We halved the size of employees and recruited anew.

Other duties include;

* Management, training and compliance.
* Developing the whole department and personnel.
* Day to day operational management. Ensuring an effective operation while prioritizing customer experiences.
* Supervisory duties - Personnel, procedures, flow and legal requirements.
* Task management - driving results and setting the direction.
* Title as Worlds Best Security in 2014 and in 2017.
* Digital transformation. Execution of a new queueing system.

Pre opening administration and tasks.

Front desk operation and operated as an one point of contact person for guests liaisons in cooperation with internal departments of the hotel as well as external suppliers and customers.

SAT - Special assist team

2010 to 2013

* Part of an accident/incident special assist team, trained and skilled to be activated should an emergency with an aircraft occur.

"Kollegastøtte" - Co-worker Care Programme.

2008 to 2013

* I initiated and administrated this group of colleagues.

* All aspects of support for colleagues in need.

* Management collaborations

Voluntary team.

Coach

2004 - 2005

* All aspects of onboard training with new cabin attendants

Air Host

1999 - 2013

* Communication and information
* Service
* Team building
* Support and care - special needs
* Situation awareness
* Handling stressful situations
* Highly flexible and easily adaptable
* People knowledge and recognition
* Reporting

* Flight bookings for participants.
* Budget
* Teamwork

This position was undertaken as voluntary work

* Teaching
* Hands on training
* Evaluations and quality control
* Skilled in creating educational materials and instructional resources.
* Administration
* Reporting (feedback)
* Student assessments

Substitute teacher in Danish, Data and Social studies.

• Teaching adult ethnic minorities.

Working pre launch of the new Atlantic route with training, development, flow charts, public address publications, catering, service etc.
I was promoted to Cabin Crew Manager as operations began.

* Leadership
* Conflict management
* Head of service and safety
* Personnel management
* Ensure code of conduct
* Maintain company standards
* Team building
* Reporting
* Scheduling

Responsibilities and duties as for the positions as Cabin Crew Manager (Air Greenland) and Air Steward (SAS)

* Customer Service
* Flight dispatch/arrival
* Check-in
* Special assist