Michael Dyrbo Birch l CXAD (Dip)

Michael Dyrbo Birch has a diverse work experience spanning over several companies and industries. Michael started their career as an Automatikmekaniker at Dyrup A/S in 1992 and later served in a similar role at FlyveStation Skalstrup in the Royal Danish Airforce. From 1997 to 2007, they worked at LEO Pharma, initially in various positions and later as an Automatikmekaniker.

In 2007, Michael joined 3pas A/S as a CTI Konsulent, before moving on to Cirque A/S in 2010. At Cirque A/S, they served as a UC Team Specialist Support & Operation, overseeing back-end support for Unified Communications products.

In 2016, Michael joined TDC Erhverv as the Head of Department - Cloud Support, where they achieved high customer satisfaction ratings and implemented a support strategy across various channels.

Most recently, Michael joined Tricent in 2021, initially as the Head of Customer Success and later transitioning to the role of Head of Customer Experience. In these roles, they focused on customer journey, technical pre-sales, post-sales, and support, while also developing customer-friendly tools and implementing support strategies to improve customer retention.

Overall, Michael's work experience demonstrates their expertise in customer support, technical pre-sales and post-sales, support strategy implementation, and their ability to adapt to different industries and roles.

Michael Dyrbo Birch has a diverse education history. Michael recently completed a Professional Diploma in Customer Experience at The CX Academy in 2022. In 2015, they attended Probana Business School and earned a Mini MBA with a focus on Human Resources Management and Psychology, Change Management, Business Development, and Strategy. Earlier in their career, between 2004 and 2006, Michael studied IT & Communication and received an Engineer degree from Copenhagen University College of Engineering. Prior to that, from 1992 to 1996, they attended Teknisk Skole and obtained a degree in Automatikmekaniker.

In addition to their formal education, Michael has obtained several certifications. In 2018, they completed a training program in Leading Others at the Leadership Pipeline Institute. In 2013, they became a SSCA® SIP School Certified Associate through The SIP School. In 2011, they earned certifications in Zeacom Communications Center from Zeacom and Avaya Aura Communication Manager Administration from Avaya. In 2008, they obtained certifications in ZCC 101 + Voice Call Centre 102 from Zeacom, ZCNE Security Level 2 from ZyXel, and ZCNP Ethernet Level 2 from ZyXel.