Lis Hansen
London
Summary
Personable and dedicated Customer Service Representative and administrator with extensive experience in the airline and MedTech industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialising in quality, speed and process optimisation. Articulate, enthusiastic and results-orientated with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work history
Patient Services Representative
Medtronic
02.2025 - Current
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Stayed current on policies, procedures and standards to offer optimal support.
- Handled confidential patient information with discretion, adhering to data protection regulations and patient privacy policies.
- Provide patients with ongoing personalized support and education to help them make the most of their diabetes management
- Provide product-oriented support and technical services for customers by responding to incoming inquiries (phone, e-mail) concerning product operation, troubleshooting, specifications, warranty questions, accessories identification or questions about their medical device
- Concisely and accurately document customer feedback and any troubleshooting completed during the call, identify trends affecting our products and provide feedback to appropriate teams (Sales, Marketing, Regulatory, and Diabetes)
- Coordinate return flow for all products for quality analysis
Warehouse picker
Tesco Distribution Centre
London
04.2020 - 01.2025
- Maintained a clean and organised warehouse environment to uphold safety standards.
- Assisted in training new staff on warehouse procedures and equipment usage.
- Ensured timely order fulfilment through concentration on picking speed and accuracy.
- Maintained regular communications with supervisors, resolving any issues promptly for minimal disruption in operations.
- Reduced product damage by handling items with care during the picking process.
- Enhanced customer satisfaction by accurately fulfilling orders according to specifications.
- Packaged picked items securely, reducing risk of damage during transit.
- Processed orders using handheld scanners with speed and precision.
- Worked effectively and efficiently to consistently achieve productivity targets and KPIs.
Executive Interviewer
Kudos Research
01.2018 - 01.2025
- Data entry of accurate quantitative and qualitative interview outcomes using NEBU software.
- Recruit and conduct complex and sensitive in-depth interviews with hard-to-reach C-Suite members, Key Decision Makers and B2B customers.
- Building a network of contacts to engage with.
- Use interpersonal and administrative skills.
- Providing compelling insight into markets and competitors through consistently delivering high quality output that meets/exceeds client expectations.
- Kept organisation in compliance with regulations and internal requirements.
Sales & Marketing Coordinator
Delta Air Lines
06.2013 - 08.2016
- Project manage airline premium product showcasing to corporate clients to drive and increase market share.
- Project manage corporate events and activations including flight inaugurals, CSR Projects.
- Coordinate joint marketing efforts with Joint Venture Partners.
- Source Brand collateral and negotiate rates.
- Process and manage department budget of supplier expenses.
- Book meeting rooms and catering.
- Diary Management Director level and above.
- Manage all logistics and U.K onsite training of U.S based Brand Ambassadors.
- Logistic planning of travel arrangements.
- Serve as on-site manager to assist with service personnel and ensure implementation of events needs are timely and seamless.
- Full participation in Management Meetings, with on-going presentation of new Sales and Marketing information.
- Facilitating brainstorming with all departments for new business promotions and ideas to enhance brand awareness and customer loyalty.
Customer Contact Agent
Air France
11.2010 - 06.2013
- Provide Customer Service to inbound Callers from the U.K and Nordic countries.
- Sell Air France/KLM flight itineraries and auxiliary product to inbound callers from the U.K and Nordic countries exceeding sales and service KPIs.
- Provide Customer service to the U.K and Nordic Market using KANA adhering to service level and standards.
Education
AMUSF Modern and Traditional Upholstery -
London Metropolitan University
BA (HONS) - LEISURE AND TOURISM MANAGEMENT
University of North London
Skills
- Microsoft Office Package
- Outlook
- Salesforce
- Amadeus Reservations System
- Worldspan Reservations System
- NEBU
- Data entry
- Numerical skills
- Medical confidentiality
- Customer service
- Patient interaction
- Technical support
- Quality assurance
- Regulatory compliance
- Tactful communication
Languages
English
Danish
Timeline
Patient Services Representative
Medtronic
02.2025 - Current
Warehouse picker
Tesco Distribution Centre
04.2020 - 01.2025
Executive Interviewer
Kudos Research
01.2018 - 01.2025
Sales & Marketing Coordinator
Delta Air Lines
06.2013 - 08.2016
Customer Contact Agent
Air France
11.2010 - 06.2013
AMUSF Modern and Traditional Upholstery -
London Metropolitan University
BA (HONS) - LEISURE AND TOURISM MANAGEMENT
University of North London