Kenni Decell

Background

About Kenni Decell

Proactive and detail-oriented professional with 5+ years of experience at Swappie, a fast-paced, high-growth startup. Proven track record as a first mover in identifying anomalies and solving business-critical issues within Customer Service and Operations. Trusted for precision, ownership, and strong cross-functional collaboration. Background in Sales, Customer Support, and Tourism, with a history of driving improvements and supporting company scalability through data-driven insights and hands-on execution. Known for adaptability, structured thinking, and delivering high-impact support in both customer-facing and back-end environments. Swappie: Customer Service Expert (Current Role) April 2025 – Present • Current title following internal structural changes. • Focus on advanced support, customer insights, and service optimization. • Known for early identification of anomalies, often resolving high-priority and business-critical issues before escalation. • Act as a go-to expert in customer/process troubleshooting and support excellence. Customer Service Team Lead Jul 2020 – April 2025 • Led the Danish customer support team during a period of hypergrowth. • Responsible for onboarding, performance feedback, and knowledge sharing. • Acted as a senior point of contact for escalations and complex issues. • Supported training, mentoring, and quality initiatives within the team. • Contributed to continuous improvement in customer satisfaction (CSAT) and operational workflows. Customer Success Specialist Jan 2020 – Jul 2020 • First Danish hire, instrumental in launching Swappie’s Danish market operations. • Took part in high-level strategic meetings with the CEO and leadership, contributing to major decisions related to market entry and expansion. • Had major influence in localization efforts across translations, payment providers, legal compliance, and customer service workflows. • Delivered personalized support and onboarding tailored to Danish customers. • Worked cross-functionally with product, legal, logistics, and tech teams to ensure a successful and compliant market launch.