Technical Team Lead

• Apr 2023 - Present

Project Manager

• Jun 2022 - Apr 2023

Scrum Master in development team working on Digital solutions business area. We are making a location based service for our customer with Agile methods. Project management for customers that have our location based technologies in use. Scrum Master in development team working on Digital solutions business area. We are making a location based service for our customer with Agile methods. Project management for customers that have our location based technologies in use.

Service Manager

• Oct 2020 - Apr 2022

Leading customer projects and helping organisatios to excel in customer support operations. Developing support processes, bringing best practises and tools to customers and helping them to provide the best customer support possible. Building up and developing internal processes and organisation culture including especially project management. Leading customer projects and helping organisatios to excel in customer support operations. Developing support processes, bringing best practises and tools to customers and helping them to provide the best customer support possible. Building up and developing internal processes and organisation culture including especially project management.

IT Business Service Manager

• Nov 2018 - Sep 2020

Collaboration between business departments and IT: informing business about IT topics, gathering feedback, building up relations with key contacts. Acting as a single point of contact internally for IT related requirements within agreed areas. Identifying the IT demands from the departments and prioritising them together with the IT colleagues. Preparing bigger requirements into projects: supporting in project documentation and milestone reviews. IT process development, such ad developing a concept for Business value evaluation for IT demands. Supported in building up the ITSM platform in ServiceNow tool. Show less

• Apr 2016 - Oct 2017

Customer experience and customer support development within the whole organisation. Managing development projects, such as renewing e-service OmaYTK together with Reaktor with Agile methods. Leading the deployment project for tailored CRM system. Setting up customer experience measurement activities and making corrective actions based on the results. Making sure that all customer support channels provide the best service by developing the service and the service channels. Training and coaching the customer support staff.Major achievements:- New e-service was a huge improvement compared to the old one- Aligning multichannel customer service helped to improve 1st contact resolution and improved the customer experience- CRM system optimised the service process, shortened application handling process substantially Show less

• Oct 2013 - Mar 2016

Improving customer support quality by developing the systems, streamlining processes and focusing on quality. Listening to calls and coaching the customer support personnel. Expanding service channels by taking chat support and callback into use. Developing ways to give customers a voice inside YTK. Improving also the internal communications and processes.Major achievements:- Improving the quality of customer service - Chat-support taken into use successfully - Info screens for customer service shortened queues significantly Show less

• Nov 2010 - Oct 2012

Developing and improving Nokia's web offering by mapping out the customer needs with the help of analytics and customer feedback. Formulating the content needs into requirements for the right teams internally. Acting as Care Deployment Manager in the Agile new nokia.com platform deployment project. My task was to coordinate that all the European country sites had the correct content available at the right time. Major achievements:- Improvements to the nokia.com customer support content- Over 30 country sites taken into use for new nokia.com platform on time as planned with the right content Show less

• Jan 2008 - Nov 2010

Vendor management especially in training area, also participation into contract negotiations, auditing the contact centers and developing the cooperation. Following the KPI's related to training and acting accordingly. Maintaining and developing training related processes. Project management: taking iQbox tool into use for European contact centers (online tool for competence testing) and Digium tool into use for feedback gathering from the contact center agents. Also participating in different projects such as the deployment of Knowledge Management System for European contact centers.Major achievements:- Web-based i-Qbox tool reduced hundreds of working hours in European contact centers and shortened the time for testing process significantly Show less

• Jul 2004 - Dec 2007

Vendor management in training and product support area. Coordinating and organising trainings for contact center trainers across Europe. Coordinating trainings for new start-up centers in Europe. Following up the vendor training and their timely completion. Delivering training materials and other information to the contact centers. Delivering also the needed equipment (phones and accesories) for the contact centers. Major achievements:- Delivering the needed trainings and equipment on schedule - Improving the inventory maintenance of the hundreds of sent prototypes Show less

• May 2003 - Jun 2004

Delivering information to the external contact center vendors concerning product launches and sales starts. Ordering and delivering prototypes and CE-marked devices for external contact center vendors as well as for internal use in the product support team. Coordinating contact center ramp-up trainings together with my colleague. General office tasks such as keeping meeting minutes, organising meetings and updating intranet. Major achievements:- Ramp-up trainings for new contact centers were on schedule- Support equipment delivered on time- Taking into use and maintaining an inventory for the hundreds of delivered equipment Show less

Office Assistant

• Apr 2002 - Jan 2003

Various management assistant tasks such as travel and meeting arrangements. Export assistant tasks including handling the export documentation, asking bids on transportation and following up the transportation and export procedure. Major achievements: - Managing the whole export procedure of many paper machine rolls that were refurbished in Finland Various management assistant tasks such as travel and meeting arrangements. Export assistant tasks including handling the export documentation, asking bids on transportation and following up the transportation and export procedure. Major achievements: - Managing the whole export procedure of many paper machine rolls that were refurbished in Finland

Export Assistant / Vientiassistentti

• Jun 2001 - Aug 2001

Summer job in the export department, handling export procedures and also other tasks in the export area. General office tasks such as archiving and posting. Major achievements: - Succesfully handling many export procedures in hectic environment Summer job in the export department, handling export procedures and also other tasks in the export area. General office tasks such as archiving and posting. Major achievements: - Succesfully handling many export procedures in hectic environment