Experience

Oima

• Finland
• Technology, Information and Internet
• 1 - 100 Employee

• Business Development lead and Project Specialist - Oimaster

  • Jun 2021 - Present

  I’m part of Oima specialist team, focusing on developing the business with Service Design, Project Management, Change Management methods to provide best Customer Experience and Care. I have been re-designing our development roadmap for efficiency and to match our customer’s needs. This was done with Service Design methods, interviewing customers, and documenting the current service functions code and design. Currently I'm establishing a Customer Care organization to measure real customer satisfaction rate, and we are providing a channel for the customers to give feedback of the service to us. This gives us a sufficient and customer focused way of doing service development in the future. I have so far implemented our Saas-service to several wellbeing services county organizations that started this year. All the implementation where I worked as PM included planning, change management, data migration and trainings. Show less



Pilke päiväkodit Oy

• Child Day Care Services
• 100 - 200 Employee

• Head of service

  • Nov 2019 - May 2021

  In November, after Pilke Päiväkodit bought the childcare business line from Stella Kotipalvelut, I took the lead of the business in the new company Pilke Lasten Kotihoito Oy. I was board member in the mother company representing this Child Home Care business. I reported to the CEO in the mother company. I had the daily operations responsibility of a customer service team that I adopted from Stella customer service. I Implemented a working service center with own ERP, CRM, and telephony systems in operation. I was manager for the service center team of five agents. I was also manager for the company’s sales manager and manager for municipal operations. I was in charge of about 200 freelance childcare nurse’s contracts around Finland. I conducted project that changed the customer invoicing and salary payment to employees from Stella ways to Pilke invoicing and salary payments. During Covid I was responsible for crises communications towards customers and employees. At the same time, I had also to develop our service portfolio for more suitable services of the new special times. Show less



Stella Kotipalvelut

• Finland
• Hospitals and Health Care
• 1 - 100 Employee

• Customer Service Manager

  • Mar 2019 - Nov 2019

  My main task was managing the daily operations of Stella customer service center. I was strongly developing customer care function in Stella business lines (Cleaning and Childcare). I was responsible for service quality and the customer experience in the services. I had the responsibility of the companies ERP, CRM, and telephony systems daily operations. In summer 2019 I was included in the company's management board to act as PM in a project where the childcare business line was sold out from Stella. This project and my work ended in November 2019 when the childcare business line was carved out and implemented in the next company. Show less



Verisure Securitas Direct

• Belgium
• Wholesale
• 1 - 100 Employee

• TSC (Technical Support Center) Department Manager

  • Apr 2014 - Feb 2019

  Leading and developing the operations of Technical Support Center support chain department. I was in charge of the quality and working of the installed alarm equipment in the field. The department audited installation done by in-house or contractor installers. My department produced instructions and training for quality installations. I was also in charge of communication with customers in their technical questions etc. including complaints. I made sure all new equipment and services launched in Finland where conducted a proper testing before launch. Me and my expert team acted as specialist consultants in technical issues to marketing and sails. I was also the technical expert in the company's extended board team. Show less



Self employed Project manager

• Spectator Sports
• 1 - 100 Employee

• Construction Project Manager

  • Apr 2013 - May 2014

  Managing the building project of own house during one year. Construction and project was ready with 100% satisfaction and in time! Managing the building project of own house during one year. Construction and project was ready with 100% satisfaction and in time!



Logica Finland Oy now part of CGI

• Consultant - Master Data Management

  • Feb 2011 - Dec 2012

  Consultant @ Business Consulting sector for Microsoft EAI & MDM. My assignment was to take part in implementation and start-up of Master Data Management business in Logica Finland. I was involved in productising the concept and creating documentation material for it. I had input in sales and marketing by delivering sales teams training of the MDM concept.I participated in process creation and later in business development of MDM.I had strong lead and responsibility in data governance, communication, change management modules of MDM, but was also working with data architecture and data definitions. Processes for training and testing of the MDM installations was also developed by me. I provided customer consultancy in my dedicated fields.As development achievements I would mention a successful MDM survey with analyze reporting that strongly supported sales work for the business. Also to enhance profitability and our success in tightening competition in the business I implemented internal quality process to ensure best of project quality and also to improve daily tasks. In general I gave strong input in business development. Show less

• Consultant

  • Dec 2010 - Jan 2011

  Transition to Start-up of MDM business. I participated in different business development duties like documentation and productaisation.



Nokia / Nokia.mobi

• India
• Individual and Family Services

• Logica Consultant / Training manager

  • Aug 2010 - Dec 2010

  I successfully managed a global training exercise as Senior Training manager, where a new Nokia marketing concept was implemented and trained to marketing professionals in 64 countries. I was part of the global project management team, with whole training responsibility in this project. I successfully managed a global training exercise as Senior Training manager, where a new Nokia marketing concept was implemented and trained to marketing professionals in 64 countries. I was part of the global project management team, with whole training responsibility in this project.



Eve Event Oy

• Customer Relations Mgr

  • 2009 - 2009

  I was responsible for new customer relationships. My tasks included sales to new customers contacts and as a project manager, following up productions of customer events and planning them with the customers and production team. I worked as part of the management team and my responsibility was to develop the sales function and efficiency of the daily functions. I was responsible for new customer relationships. My tasks included sales to new customers contacts and as a project manager, following up productions of customer events and planning them with the customers and production team. I worked as part of the management team and my responsibility was to develop the sales function and efficiency of the daily functions.



Nokia Siemens Networks

• Telecommunications
• 1 - 100 Employee

• Concept Mgr

  • Jul 2006 - Dec 2008

  In care tools development my main responsibility was to develop customer interface concepts, i.e. Nokia Online Service and System to System integration. The job required solid understanding of business needs and strategy to be able to drive the tool and process development in right direction. Leading and supporting the Concept Owners in the global concepting team was my responsibility. My task was to make sure that the business critical improvements were analyzed and I gave my recommendation of implementation in to the tool. Continuous communication with global business owners and contacts ensured that the concepting team stayed on edge with the needs of care development and could provide the most accurate solutions for the supporting tools in given times. I had a strong tool specialist role in the Nokia – Siemens tool integration project during the fusion to NSN. This CRM/Ticketing tool project was creating a common platform for the new company. It combined and utilized the best of both companies’ processes and tools. Show less



Nokia UK Ltd

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Concept Owner

  • Jan 2005 - Jun 2006

  For Nokia Networks services business unit, in care development. I worked as a responsible concept owner for Emergency, Customer Satisfaction Survey, Product data and Installed Base data concept areas for the ticketing tool. My main tasks were to analyze improvement proposals from business representatives and create a concept for tool development and follow it project vice to implementation. The job included planning and implementing changes for 3 new releases per year. I was involved in all major care process and tool development projects as a tool specialist. Show less

• Development Mgr

  • Nov 2003 - Dec 2004

  For Nokia Networks UK, same work as in previous position in Finland, but with enhanced focus on local Technical Assistant Centres needs. I supported the tool usage for TAC regions (Finland, UK, US and Singapore). 2004 I participated in the global End to End Customer Care process project as an expert in the global care field. I became a lead training manager in our global training team that developed and executed global user trainings and change management during the global implementation of the new processes and go-live of the tools. One major task for me was also to participate in a project of outsourcing customer care Call Centres. I was one of the main contacts towards the vendor. I successfully trained, assessed and supported launches for external CCs in Manila, Amsterdam and Costa-Rica. Show less



Nokia

• Finland
• Telecommunications
• 700 & Above Employee

• Development Mgr

  • Aug 2002 - Oct 2003

  For Nokia Networks, Technical Assistance Centre (TAC) global, responsible of development and support of the business tools and processes used in TAC’s globally. Big achievement was the participation in the creation of a new Siebel based End to End Customer Care ticketing and CRM tool. For Nokia Networks, Technical Assistance Centre (TAC) global, responsible of development and support of the business tools and processes used in TAC’s globally. Big achievement was the participation in the creation of a new Siebel based End to End Customer Care ticketing and CRM tool.



Nokia Japan CO., Ltd

• Technical Support Manager

  • Oct 2000 - Jul 2002

  For Nokia Networks, responsible for North East Asia technical support and customer care. My job was to implement and localize a global TS Help Desk processes into Japan. I implemented the TS HD function successfully and was manager for the local TS HD team when the operation launched. My responsibility was also to develop and report the Help Desk-, Emergency support- and Software maintenance processes in whole North East Asia countries. In the end I conducted a submerge of Taiwan and Korean HDs with all their functions to the South East Asian central TS Help Desk located in Singapore. Show less



Elisa former Helsingin Puhelin OyJ - HPY

• Customer Servicert Mgr

  • Jul 1997 - Dec 1998

  I was manager for a Call Centre team nominated for private customers. This Call Centre was main customer contact point in selling and supporting any Helsinki Telephone Company private customer products from order to billing. I was responsible for sales figures of fixed line services and the customer satisfaction figures for my Call Center team. I was also responsible for development, maintenance and administration of our Call Centre tools. I was manager for a Call Centre team nominated for private customers. This Call Centre was main customer contact point in selling and supporting any Helsinki Telephone Company private customer products from order to billing. I was responsible for sales figures of fixed line services and the customer satisfaction figures for my Call Center team. I was also responsible for development, maintenance and administration of our Call Centre tools.