Experience

Kotimaailma Apartments Finland

• Finland
• Hotels and Motels
• 1 - 100 Employee

• Operational Manager

  • Apr 2021 - Present

  We offer apartment accommodation solutions for different target groups nationwide. We strive to offer a homely accommodation with a special emphasis on quality, cleanliness and ecological solutions. I work as a manager of Kotimaailma Tampere. The content of the work is strongly entrepreneurial and requires an entrepreneurial mindset, attitude and diverse skills. I was also the head of Kotimaailma Oulu unit from 04/2021 to 12/2021, until the unit got a new franchisee as planned. My responsibilities include the following key areas: - Sales (b2b and b2c) - Pricing - HRM (incl. recruiting) - Invoicing - Contract management - Customer service - Stakeholder cooperation - Quality management - Apartment management www.kotimaailma.com Show less



HALTIJA Group Oy

• Finland
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Manager, Technical Customer Service

  • Nov 2020 - Apr 2021

  Haltija provides comprehensive solutions to various support and rehabilitation needs and it is the leading company in this business in Finland. I was the manager of a team of technical customer service experts. Our team was responsible for e.g. customer service, service requests, spare parts sales and inquiries, technical support, and product reclamations. I was also the main user for the device register system, which serves both user customers and is an operational platform for internal service management in the field of Haltija service business. www.haltija.fi Show less



Touring Cars Motorhome Rental

• Finland
• Travel Arrangements
• 1 - 100 Employee

• Project Manager

  • Nov 2019 - Jul 2020

  I was responsible for an online learning system development project. The goal was to build a comprehensive online learning management environment (LMS) for Touring Cars franchise chain. The learning environment will create higher employee engagement and enables an access for internal stakeholders to take various onboarding courses of the concept contents. Key words: project, LMS, education, learning, franchising, onboarding, employee experience www.touringcars.eu I was responsible for an online learning system development project. The goal was to build a comprehensive online learning management environment (LMS) for Touring Cars franchise chain. The learning environment will create higher employee engagement and enables an access for internal stakeholders to take various onboarding courses of the concept contents. Key words: project, LMS, education, learning, franchising, onboarding, employee experience www.touringcars.eu

• Chain Manager

  • Sep 2014 - Jan 2019

  I was a member of the franchise chain management team and in charge of rental process management for the entire rental station network in Europe. I was the process owner in several franchise concept development projects. I was accountable for the implementation of franchise concept to new destinations together with local franchisees. I did close collaboration with the franchisees and made sure that concept implementation path and cooperation in general were successful. I planned, created and performed several type of trainings for international franchisees, rental station managers and their staff concerning the franchise concept, processes, systems and customer experience. I utilized multiple digital tools when creating and keeping concept related materials up to date online. I organized chain wide support for the franchisees and executed concept audits.As the head of customer experience I planned and implemented processes to create state of the art customer experiences. I used diverse service design tools and methods in order to recognise user insights and needs. I planned, implemented and administrated collected data of internal and external surveys ranging from customer satisfaction to staff well-being and success of training sessions. Based on the results got the processes, systems and concept content improvements constantly in order to franchisees, employees and customers achieved better and diverse user experiences. During the years at Touring Cars I hired more than 100 seasonal employees. I have very good knowledge of HRM in general. One of my passions is related to an induction process for new employees. I have created induction plans for several roles at Touring Cars and I recognize the importance of a proper employee familiarization in the beginning of a new job.Key words: franchising, account management, service concept, service design, cooperation, trainings, customer and employee experience, productization of serviceswww.touringcars.eu Show less

• Rental Station Manager (Finland)

  • May 2011 - Sep 2014

  I worked as head of Motorhome rental station (fleet size approximately 70 motorhomes). I was responsible for operative management of the rental station. This role provided me an opportunity to develop myself throughout versatile job duties, but also living and working in Finnish Lapland offered unforgettable experiences. I was accountable for all operations that were related to Touring Cars motorhome rentals in Rovaniemi. Customer related duties included customer experience management, quality management, CRM, reclamation management, holiday sales, various customer service duties and travel agent cooperation. Staff related duties included duties in the field of recruiting, new employee induction process, employment contracts, work shift planning and performance appraisals. Motorhome fleet and stock kept me busy with fleet management duties, stock management and product acquirements.Key words: customer service, team management, sales, customer experience, employee experience, training, franchise, rental operations, HR, quality management, CRM, international business, productization of serviceswww.touringcars.eu Show less

• Country Manager and Rental Station Manager (Sweden)

  • Aug 2008 - May 2011

  I was responsible for country operations in Sweden and I worked as the head of Motorhome rental station in Stockholm (fleet size approximately 80 motorhomes). I was responsible for operative management of the rental station including marketing and holiday sales for local clientele. I was accountable also for customer experience management, quality management, fleet management, staff recruiting, employment contracts, employee trainings and induction process, work shift planning, CRM and reclamation management, travel agent co-operation, product acquirements and stock management.This role and years in Sweden provided me with a full bag of experiences and expertise from several fields of business and culture. I was able to make a huge improvement to my Swedish skills as I decided to have all communication in Swedish with locals in terms of sales, marketing, supplier cooperation etc. I developed my management skills as well as sales and marketing know-how. Job was really independent and self-driven working approach became part of my work style.Key words: customer service, team management, sales, customer experience, employee experience, training, franchise, rental operations, HR, quality management, CRM, travel experiences, international experience, international business, productization of serviceswww.touringcars.eu Show less

• Customer Service Representative

  • May 2008 - Aug 2008

  I worked as a customer service representative for Touring Cars motorhome rental company at Stockholm office. Touring Cars is the leading motorhome rental company in Europe.Key words: customer experience, customer service, motorhome holiday, rental operations, sales, international experience, international business



Polar Meetings Oy

• Customer Service Representative

  • Mar 2008 - May 2008

  Seasonal work at Levi ski resort (03/2005 - 05/2005, 03/2007 - 04/2007 and 03/2008 - 05/2008). I worked for Polar Meetings Oy which is a full service destination management company with over 20 years of experience. I worked with operation in multiple fields including accommodation-, incentive travel- and leisure activity services. Levi is the biggest skiing resort in Finland. Key words: customer service, incentive travel, customer experience, service industry, leisure activities Seasonal work at Levi ski resort (03/2005 - 05/2005, 03/2007 - 04/2007 and 03/2008 - 05/2008). I worked for Polar Meetings Oy which is a full service destination management company with over 20 years of experience. I worked with operation in multiple fields including accommodation-, incentive travel- and leisure activity services. Levi is the biggest skiing resort in Finland. Key words: customer service, incentive travel, customer experience, service industry, leisure activities



Hilton Hotels & Resorts

• United States
• Hospitality
• 700 & Above Employee

• Meeting assistant

  • Jul 2007 - Feb 2008

  I was a part of the opening team of the Hilton Helsinki-Vantaa airport. I ensured high quality meeting experiences and operated with many-sided work tasks at the meeting department. Key words: hotel opening, meeting services, customer service, customer experience I was a part of the opening team of the Hilton Helsinki-Vantaa airport. I ensured high quality meeting experiences and operated with many-sided work tasks at the meeting department. Key words: hotel opening, meeting services, customer service, customer experience



Unifeeder

• Denmark
• Maritime Transportation
• 300 - 400 Employee

• Assistant export coordinator

  • May 2006 - Oct 2006

  Unifeeder is a container ship company operating in the Northern Europe. I worked as an assisting export coordinator. I took care of export bookings and assignments like gathering bill of ladings, manifests, creating booking and loading lists, printing and sending, IMO manifesting and reefer list updates. Key words: customer service, logistics, feeder traffic, bookings, container operations Unifeeder is a container ship company operating in the Northern Europe. I worked as an assisting export coordinator. I took care of export bookings and assignments like gathering bill of ladings, manifests, creating booking and loading lists, printing and sending, IMO manifesting and reefer list updates. Key words: customer service, logistics, feeder traffic, bookings, container operations



Securitas Air & Port

• Spain
• Security and Investigations
• 1 - 100 Employee

• Airport Security Guard

  • May 2002 - Sep 2006

  I worked as a security guard at Helsinki Airport. I performed work duties mainly in terminal buildings and control room. Work contract was valid between May 2002 and September 2006. I did shifts along with my studies and as a full time employee during the summer seasons 2002 and 2004. Key words: airport security, customer service, facility services I worked as a security guard at Helsinki Airport. I performed work duties mainly in terminal buildings and control room. Work contract was valid between May 2002 and September 2006. I did shifts along with my studies and as a full time employee during the summer seasons 2002 and 2004. Key words: airport security, customer service, facility services



Ålandhotels

• Finland
• Hospitality
• 1 - 100 Employee

• Hotel Receptionist

  • May 2005 - Aug 2005

  I worked as a night receptionist at Hotel Adlon in Mariehamn. That was a seasonal job between my studies. I worked as a night receptionist at Hotel Adlon in Mariehamn. That was a seasonal job between my studies.



Tommy Bartlett, Inc

• Hospitality
• 1 - 100 Employee

• Customer Service Representative

  • May 2003 - Sep 2003

  I worked on the operations team at famous Tommy Bartlett water ski & stage show. Our team took care of customer service and territory maintenance operations. I was awarded as the most outstanding first-year employee by the management. I worked on the operations team at famous Tommy Bartlett water ski & stage show. Our team took care of customer service and territory maintenance operations. I was awarded as the most outstanding first-year employee by the management.