2018-Present Siemens Mobility 

Training Manager - Onshore,  ETCS Project 

Developing the training for the digitalization of Norwegian railway infrastructure.
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Bane NOR, the state-owned agency responsible for the Norwegian national railway infrastructure, has contracted Siemens to upgrade the signaling equipment of the entire Norwegian rail network to the European Train Control System (ETCS). Commissioning of the rollout lines is scheduled to be completed by 2034. The contract also includes services for 25 years and is worth around 800 million euros in total. 

2014-2017 Egencia (a Business-to-Business Expedia Company)  

 

European Front Office L&D Head                                                                                        

Selected and promoted to lead L&D for 18 European countries and 2100 employees. Established an integrated European training organisation comprised of 17 trainers. Delivered focus and centralised role for new product trainings geared toward global initiatives and learning. Rolled-out a skill and knowledge assessment for European personnel to determine L&D priorities, as well as implemented learning management system. Wrote remote management development courses for change management, goal setting, and root cause analysis to increase efficiency and personal skill and meet performance metrics. Trained trainers in Webinars as training tool use and set-up shared European training sessions. Approved new hire process, to create streamlined departments able to adopt best practices.

 

Key Accomplishments:

• Aggressively pursued targets to successfully introduce Cornerstone into 18 markets through system evaluation, business presentations, and 75% discount establishment.

• Slashed training time from 13 weeks to four weeks by creating cutting-edge practices, such as video use and smaller training packages to enable faster roll-outs.

• Designed and piloted first eLearning sessions for Front Office EU personnel.

• Wrote and executed technical and soft skills training series with satisfaction rates of over 85%.

• Developed and implemented Three-day “New Trainer Program” with approval rates of 93%.

• Earned satisfaction scores of 90% in remote course workshops​

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Manager Training Delivery Nordics                                                                                  

Recruited to deliver 100 million Nok -IT and Process Training project for frontline worker change and structure overhaul as a key component of change management during Via Travel acquisition. Rolled-out multi-million Euro transition from personal computer systems to thin clients, including super-user training to conform to new PCI compliance regulations for company’s Nordic branch, including 700 personnel across four countries. Engaged and equipped personnel from all levels, including workers, managers, and support personnel, for business-critical migration while minimizing fall-out from business traveller client base. Commanded a high-performance training team through needs analysis, training design and delivery, and evaluation methods. Supported six direct-report trainers. Revamped new hire training to increase beginning knowledge and business understanding.

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Key Accomplishments:

• Drilled-down to discover, analyse, and resolve multi-layer problems.

• Distilled complex technical trainings to create personnel understanding of systems connections.

• Accelerated delivery of critical L&D for Nordic training team, including over 30.000 hours of on time training while maintaining expected new product trainings.

• Established global standard for migrating partners and acquisitions onto company platform using developed processes and methodologies. Including for acquisition of Orbitz in 2016.

• Grew trainee satisfaction scores from 75% to 90% while ensuring a smooth system migration.

 

 

2013- 2014 Apple, CSC.                                                                                                                         

HR & L&D Professional       

Charged with establishing the company’s first Norwegian Customer Service Centre under GoExcellent project. Recruited and hired personnel, including fielding over 500 agent and 40 manager applications in three months. Safeguarded company standards by forming a well-educated training team. Developed efficient recruitment system, including selecting strong trainers to continue superior project delivery.

 

Key Accomplishments:

• Set precedent for Customer Service department working within COPC standards.

• Pioneered use of videos as a recruitment tool to bring positions to life and create personal connection to the company; the strategy was duplicated throughout the company.

• Surpassed initial customer service targets by expanding at twice the expected rate.​

 

 

2013-2014 Talent & Potential                                                                                                              

IT Consultancy                                                                                                               

Recruited to reverse business-critical project and recover IT migration. Developed recommendations for IT solutions to accommodate accelerated business growth, including day-to-day operations, presentations, information sharing, and email systems. Implemented information protection processes, IT security, and file management to ensure client requirement compliance.

 

Key Accomplishments:

• Delivered efficient, functioning system while remaining on time and in budget.

• Established a lasting relationship to provide continuous IT support.​

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2011- 2013 Teleperformance                                                                                                              

Operational Management & HR Projects                                                                        

Oversaw the day-to-day operations of a high-volume client customer service call centre with 60 employees and 13 nationalities. Directed three Team Leaders, one Sales Manager, and one Quality Manager. Secured major client contracts through strategic negotiation. Created leadership and internal direction by managing a Trainer Education project. Developed internal recruitment and promotion process reaching 135,000 international staff. Piloted Nordic career development program to promote personnel understanding.

 

Key Accomplishments:

• Established Oslo centre as the most profitable, as well as drove the highest employee satisfaction rates in the Nordic Region by building an understanding of performance metrics calculations and company profitability, as well as supporting open communication and personal performance accountability.

• Slashed sick leave from 7% to under 2% for 60 front office employees, as well as holding lower attrition that company average.

• Received Team Customer Service Award for providing soft skills training to increase sales score from 14,3% to 17,5%.

• Secured 94% satisfaction rating for agent training and 95% satisfaction rating for management training.

• Earned a 97,5% satisfaction rating for career development program.

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2006-2007 Cargonet

Ran a project to improve inefficient freight-handling which saved 1m NOK (£100K, €130K) and resulted in 2% increase in efficiency.

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2005-2007 Owner

Ran my own design company for one year, and participated in Norway’s popular football-based TV reality show Heia Tufte.

 

Technical skills

Cornerstone and Pocketcourse Learning Management System, Articulate Storyline & 360, Adobe Photoshop, Premiere, Captivate and Connect, Microsoft Office

 

Languages
Fluent in English, Swedish & Norwegian.