Elina Peltokoski
Business Process Lead at Solgari- Claim this Profile
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Finnish Native or bilingual proficiency
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English Full professional proficiency
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Russian Elementary proficiency
Topline Score
Bio
Credentials
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Environmental Assessment BEN301
Learning CloudMay, 2019- Sep, 2024 -
ITIL Foundation Examination
AXELOS Global Best PracticeDec, 2014- Sep, 2024 -
Lean Six Sigma, Yellow belt
-Jan, 2012- Sep, 2024
Experience
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Solgari
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Ireland
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Technology, Information and Internet
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1 - 100 Employee
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Business Process Lead
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Jul 2015 - Present
Currently my main responsibilities are; - Customer onboarding - Business process analysis - Administrator for Dynamics 365, Zendesk and Recurly - Document creation, from help articles to Statement of Works - Training, internal and external I believe that a key element of any onboarding project is clear communication, and relevant up-to-date documentation is the bedrock of that. Naturally, documentation on its own does not provide clarity, I am also well versed in explaining technical solutions to non-technical people. My focus when on-boarding any new customers is to understand what the end result the customer is looking for is, and tailoring a solution from Solgari’s products to provide exactly that. When not looking after the on-boarding projects, my responsibilities encompass Solgari’s internal business processes. I’m the administrator for Dynamics 365, Zendesk and Recurly. On top of the administrative responsibilities, optimization of our current systems is also part of my role. Whenever there are changes needed to internal procedures, I ensure that all stakeholders are consulted and their use cases considered before changes are implemented. I also create supporting documentation for all the systems I’m admin for. If changes have a major effect on certain users, I’ll provide training. When I first started at Solgari, a large portion of my days was filled by Customer Support. I am not an active member of the support team anymore but I’m still the administrator for the incident management system, Zendesk. I am also responsible for making sure help documentation is available for end users whenever we have new software launched. Show less
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Xerox
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United States
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Business Consulting and Services
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700 & Above Employee
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Process Analyst
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Oct 2012 - Jun 2015
I was promoted to the role of Process Analyst in October 2012. I was the second-in-command and in charge of the team if my Team Leader was out of office. Half of my team was located in Lisbon and I'm accustomed to using web tools when training people.My work consisted mostly of: - Process reviews; - Implementations for multinational customer accounts; - Representing my department in global projects.I was regularly responsible for the organization of meetings between relevant parties to ensure Transition Teams are aware of what the Service Desk can deliver. Highlighting possible risks to Service Desk Management and Transition Teams, would also be among my priorities in these situations. On Service Desk processes I was the subject matter expert and people from different levels of the organizations would refer to me with any questions they might have. Part of my main responsibilities was to perform an operational readiness review for new accounts and applications. Depending on the changes I would; - Perform User Acceptance Testing; - Create instructional documentation and deliver training; - Provide supporting documentation in the form of flowcharts and user manuals. I worked with multiple departments on a weekly basis, these included Service Delivery, Supply Chain, Technology, Transition, Service Desk. Due to the different nature of each of these teams, I'm accustomed to explaining solutions to different audiences. Show less
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Service Desk Agent
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Jan 2011 - Oct 2012
I started in Xerox as a Service Desk Agent and within a year I was responsible for the Finnish accounts. This role involved dealing with escalations and working as a contact point for the rest of the team in process matters.
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Graphical design intern
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Jan 2010 - Aug 2010
I worked on everything from newspapers to brochures and road-sign ads. I gained valuable experience in layout and customer acceptance of reading material. Since this was a Russian Advertising agency, I gained valuable exposure to adapting to different cultures. I worked on everything from newspapers to brochures and road-sign ads. I gained valuable experience in layout and customer acceptance of reading material. Since this was a Russian Advertising agency, I gained valuable exposure to adapting to different cultures.
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Clerical officer
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Nov 2008 - Jan 2009
My duties were receiving visa applications and making visas. This was a customer-facing role, and gave me valuable direct customer experience and skills. The job required ability to concentrate under pressure and work towards fixed deadlines. My duties were receiving visa applications and making visas. This was a customer-facing role, and gave me valuable direct customer experience and skills. The job required ability to concentrate under pressure and work towards fixed deadlines.
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Education
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2006 - 2011
Satakunta University of Applied Sciences
Bachelor of culture and arts, Print media -
2008 - 2008
Russian University of Economics named after G.V.Plekhanov
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