Experience

Forus Eesti

• Estonia
• Real Estate
• 1 - 100 Employee

• Head of B2C

  • Oct 2023 - Present

  Developing new services and managing the private consumer business line. Developing new services and managing the private consumer business line.



Confido

• Estonia
• Medical Practices
• 1 - 100 Employee

• Product Service Manager

  • Mar 2022 - Present

  Managing a portfolio of services in the largest private medical centre in Estonia: - the surgery clinic (ambulatory - specialist doctor's visits, tests, examinations and hospital (stationary) operations) - radiology (MRI, CT, X-ray and ultrasound services) As a product service manager I am responsible for: - Managing and monitoring profitability of each service - Analysing clients segments and creating respective service processes - Conducting regular market analysis to… Show more Managing a portfolio of services in the largest private medical centre in Estonia: - the surgery clinic (ambulatory - specialist doctor's visits, tests, examinations and hospital (stationary) operations) - radiology (MRI, CT, X-ray and ultrasound services) As a product service manager I am responsible for: - Managing and monitoring profitability of each service - Analysing clients segments and creating respective service processes - Conducting regular market analysis to ensure competitive pricing - Drive and increase revenue - Cooperation with other support structures and clinical team - Coordinating, managing and organising all necesary details to launch a new servic - Creating business plans and budgets - Managing and planning marketing acitivites in line with new services, focus services, business plans and budgets - Liaising with partners outside of Confido to launch export of our services - Ensuring opitmal patient journey and experience for each service through thorough process mapping, including creating relevant information materials - Creating relevant partnerships to launch new types of surgeries Managing company wide projects: - Launching cooperation with Inbank to offer payment in instalments to our patients for more expensive services - Launching cooperation with LHV finance to offer small health and beauty loans for alternative financing options - Creating a thorough cooperation with a partner private hospital to offer a more extensive set of services (ambulatory doctor consultation with us and tests and examinations with the partner). This process mapping is consequently used as a blueprint to create cooperations with other hospitals too. Show less Managing a portfolio of services in the largest private medical centre in Estonia: - the surgery clinic (ambulatory - specialist doctor's visits, tests, examinations and hospital (stationary) operations) - radiology (MRI, CT, X-ray and ultrasound services) As a product service manager I am responsible for: - Managing and monitoring profitability of each service - Analysing clients segments and creating respective service processes - Conducting regular market analysis to… Show more Managing a portfolio of services in the largest private medical centre in Estonia: - the surgery clinic (ambulatory - specialist doctor's visits, tests, examinations and hospital (stationary) operations) - radiology (MRI, CT, X-ray and ultrasound services) As a product service manager I am responsible for: - Managing and monitoring profitability of each service - Analysing clients segments and creating respective service processes - Conducting regular market analysis to ensure competitive pricing - Drive and increase revenue - Cooperation with other support structures and clinical team - Coordinating, managing and organising all necesary details to launch a new servic - Creating business plans and budgets - Managing and planning marketing acitivites in line with new services, focus services, business plans and budgets - Liaising with partners outside of Confido to launch export of our services - Ensuring opitmal patient journey and experience for each service through thorough process mapping, including creating relevant information materials - Creating relevant partnerships to launch new types of surgeries Managing company wide projects: - Launching cooperation with Inbank to offer payment in instalments to our patients for more expensive services - Launching cooperation with LHV finance to offer small health and beauty loans for alternative financing options - Creating a thorough cooperation with a partner private hospital to offer a more extensive set of services (ambulatory doctor consultation with us and tests and examinations with the partner). This process mapping is consequently used as a blueprint to create cooperations with other hospitals too. Show less



Freelance

• Estonia

• Customer experience Designer

  • Oct 2020 - Present

  Creating and conducting customer sevice procedure and training for Apotheka Beauty retail shop. Tayloring the training to highlight the importance of memorable customer service and creating WOW moments. You can contact me at katlinhalop@gmail.com if you would like to discuss your company's customer service training and processes! Creating and conducting customer sevice procedure and training for Apotheka Beauty retail shop. Tayloring the training to highlight the importance of memorable customer service and creating WOW moments. You can contact me at katlinhalop@gmail.com if you would like to discuss your company's customer service training and processes!



DreamApply

• Estonia
• Information Technology & Services
• 1 - 100 Employee

• Customer Success Manager

  • May 2021 - Mar 2022

  - Creating and establishing processes and standards for the role of customer success within the company - Managing the entire client portfolio - decision-makers & stakeholders - Negotiating and renegotiating contracts and ensuring timely and convenient procurement and invoicing procedures - Creating customer engagement - Creating added value to our clients - liasing them with industry experts based on their needs - Creating monthly customer newsletter - Preparing and writing… Show more - Creating and establishing processes and standards for the role of customer success within the company - Managing the entire client portfolio - decision-makers & stakeholders - Negotiating and renegotiating contracts and ensuring timely and convenient procurement and invoicing procedures - Creating customer engagement - Creating added value to our clients - liasing them with industry experts based on their needs - Creating monthly customer newsletter - Preparing and writing national tenders - Preventing customer churn - Building Customer Success Management procedures

• International Development Manager

  • Nov 2020 - Mar 2022

  DreamApply provides a student admissions management platform that helps Higher education institutions increase the number of applicants through a fully automated and digitalized admission system. Our users have reported: 67% increase in applicants over 3 years 60% reduction in e-mail traffic 40% increase in staff efficiency 95% client satisfaction My role is to promote DreamApply and find new partners.



Hilton

• United States
• Hospitality
• 700 & Above Employee

• Assistant Food and Beverage Outlets Manager

  • Mar 2019 - Oct 2020

  Doubletree by Hilton London Tower of London Managing a department in the fast-paced 583-bedroom business hotel, I have developed strong decision- making skills and ability to analyse any problem from different perspectives, while considering the effect on customers and team members. • Line Manager of The Year 2019 - UK&I National Apprenticeship awards, 4th of February 2020 • Recruit, hire, train, and coach a team of 36 people of different nationalities on customer service skills… Show more Doubletree by Hilton London Tower of London Managing a department in the fast-paced 583-bedroom business hotel, I have developed strong decision- making skills and ability to analyse any problem from different perspectives, while considering the effect on customers and team members. • Line Manager of The Year 2019 - UK&I National Apprenticeship awards, 4th of February 2020 • Recruit, hire, train, and coach a team of 36 people of different nationalities on customer service skills, food & beverage knowledge, sales, and health & safety standards • Identify opportunities for continuous improvement and operational efficiency • Lead and manage the food and beverage department of the hotel including breakfast, room service, executive lounge, and the lobby bar operations in line with financial targets and operational excellence • Increase customer satisfaction score on previous year by average of 6% in the department through constantly analyzing feedback of different customer segmentations and proactively targeting each group with personalized solutions • Grew team member engagement by 4 points on previous year through coaching, meaningful performance reviews and career development plans.

• Graduate Manager

  • Jun 2018 - Mar 2019

  Hilton Birmingham Metropole 790-bedroom largest Conference hotel outside of London. Departments covered: - Front Office - Food and Beverage - Conference and Events - Housekeeping - Human Resources - Sales Achievements: - Redesigning front office handover procedure resulting in an increase of first point of contact problem resolution scores from 44.4 to 54.5 - Implementing a digital check-in procedure increasing customer satisfaction on average… Show more Hilton Birmingham Metropole 790-bedroom largest Conference hotel outside of London. Departments covered: - Front Office - Food and Beverage - Conference and Events - Housekeeping - Human Resources - Sales Achievements: - Redesigning front office handover procedure resulting in an increase of first point of contact problem resolution scores from 44.4 to 54.5 - Implementing a digital check-in procedure increasing customer satisfaction on average 14.2points over 3 months. - Delivering a record week of sales in the hotel restaurant with an average check of £48.6. I had the opportunity to lead and work alongside senior leaders to have a positive impact in those departments.

• Graduate Manager

  • Sep 2017 - Jun 2018

  Doubletree by Hilton London Tower of London UK&I Hilton Management Development Program class of 2017 Departments covered: F&B outlets (breakfast, Room service, executive lounge, lobby bar), SkyLounge, C&E, reception, nights and Housekeeping. Delivered £10k incremental revenue increase project over 4 months across 3 outlets

• Front Office Receptionist

  • Jun 2015 - Sep 2017

  Hilton Garden Inn Aberdeen City Centre



Courtyard by Marriott

• Hospitality
• 700 & Above Employee

• Receptionist

  • Jul 2013 - Jun 2014