Laura Hyrkäs
Customer Service Specialist at PPL Media Oy- Claim this Profile
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Finnish Native or bilingual proficiency
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English Full professional proficiency
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Swedish Limited working proficiency
Topline Score
Bio
Credentials
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Social Responsibility and Interaction Training
GamCareJun, 2021- Sep, 2024 -
Level 3 Diploma in Body Massage
BABTAC & CIBTACSep, 2020- Sep, 2024 -
Alcohol dispensing certificate
OSAOJan, 2014- Sep, 2024 -
Hygiene proficiency certificate
Finnish Food Safety Authority Evira / Elintarviketurvallisuusvirasto EviraJan, 2014- Sep, 2024 -
Responsible Gambling Training Course
Amber Gaming Compliance AcademyMay, 2021- Sep, 2024 -
GDPR Training Course
Amber Gaming Compliance AcademyApr, 2021- Sep, 2024 -
Information Security Training Course
Amber Gaming Compliance AcademyApr, 2021- Sep, 2024 -
AML / CFT Training Course
Amber Gaming Compliance AcademyMar, 2021- Sep, 2024
Experience
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PPL Media Oy
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Finland
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Retail
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1 - 100 Employee
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Customer Service Specialist
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Jun 2022 - Present
In my current position I have been helping both consumer and B2B customers mainly via email and phone both in Finnish and English. I have also been responsible for the web shop's daily tasks such as handling customer complaints, returns and payments, being in close contact with different suppliers and delivery companies, updating internal processes and finding solutions to varying problems. I have also taken actively part in business related projects. I have been working closely with all different departments in order to guarantee the best possible customer experience. Show less
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Arvato Financial Solutions
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Germany
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Financial Services
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200 - 300 Employee
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Customer Service Representative
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Oct 2021 - Jun 2022
In this role I have been handling B2B and B2C customer contacts regarding invoicing and other financial queries via phone and email both in Finnish and English. In this role I have been solving different payment related problems, negotiated payment solutions with customers and been writing statements of balance and other documents. I have also been doing different back office tasks and using MS Office tools, a personal ledger system and a debt collection system daily. In this role I have been handling B2B and B2C customer contacts regarding invoicing and other financial queries via phone and email both in Finnish and English. In this role I have been solving different payment related problems, negotiated payment solutions with customers and been writing statements of balance and other documents. I have also been doing different back office tasks and using MS Office tools, a personal ledger system and a debt collection system daily.
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Betsson Group
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Malta
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Software Development
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700 & Above Employee
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Responsible Gaming Analyst
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Sep 2020 - Sep 2021
In this position I have been handling many different reports, analysing player data related to gambling behaviour, making rationalized decisions based on the customer data and interactions, doing different affordability and responsibility checks and handling different RG related queries coming from other departments. I have been working closely with different departments such as payments, AML, customer support and complaints management to ensure gambling happens in a safe and responsible manner, and that legal obligations and regulations are being met. Show less
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Senior Customer Service Agent
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Dec 2019 - Sep 2020
As a senior agent my tasks have included ensuring the best possible customer service via email, chat and phone, mentoring new agents and also doing assisting tasks for the team leader and Responsible Gaming department such as quality checks and translations. In my position I have developed excellent patience and time managing skills due to the fast-paced nature of the work in the customer support.
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Customer Service Agent
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Mar 2019 - Dec 2019
My job was to help online casino customers via email, chat and over the phone both in Finnish and English. I was also in close daily contact with other departments such as payments, responsible gaming, sportsbook and risk to ensure that customer's queries would get solved in an efficient manner.
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Receptionist
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Apr 2018 - Mar 2019
As a receptionist I took care of the hotel customers by doing daily hotel tasks such as check ins and outs, selling products from the shop, making reservations and serving bar customers. I worked also in nightshifts where I was responsible of writing reports and handling payments. In my job I had to multi-task and prioritize so I learned to handle stress very well. As a receptionist I took care of the hotel customers by doing daily hotel tasks such as check ins and outs, selling products from the shop, making reservations and serving bar customers. I worked also in nightshifts where I was responsible of writing reports and handling payments. In my job I had to multi-task and prioritize so I learned to handle stress very well.
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N-Clean
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Finland
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Facilities Services
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100 - 200 Employee
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Housekeeper
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Sep 2017 - Apr 2018
I was responsible for cleaning the hotel rooms for new coming customers. I also helped at the hotel breakfast. I worked independently and I had to work in an efficient manner to complete the given tasks in required time frame. I was responsible for cleaning the hotel rooms for new coming customers. I also helped at the hotel breakfast. I worked independently and I had to work in an efficient manner to complete the given tasks in required time frame.
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Summer Intern
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Jun 2017 - Aug 2017
As a intern I did daily hotel tasks such as check ins and outs, sold products from the hotel shop and did customer service over the phone and emails. As a intern I did daily hotel tasks such as check ins and outs, sold products from the hotel shop and did customer service over the phone and emails.
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Oasis Backpackers' Hostels Spain & Portugal
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Spain
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Hospitality
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1 - 100 Employee
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Summer Intern
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Jun 2016 - Aug 2016
As a hostel bar intern my tasks included serving drinks, preparing food and breakfast, cleaning and entertaining hostel customers. As a hostel bar intern my tasks included serving drinks, preparing food and breakfast, cleaning and entertaining hostel customers.
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Anton & Nina
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United States
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Restaurants
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Webshop Intern
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Nov 2014 - Jan 2015
I was packing orders and handling returns for an online shop selling children's clothes. I was packing orders and handling returns for an online shop selling children's clothes.
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Videofirma Makuuni
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Manufacturing
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1 - 100 Employee
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Sales Assistant
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Jan 2012 - Dec 2014
My job included customer service, selling entertainment services and cleaning. I also helped the manager with payments and to write rosters. My job included customer service, selling entertainment services and cleaning. I also helped the manager with payments and to write rosters.
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Education
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2015 - 2018
Xamk - South-Eastern Finland University of Applied Sciences
Bachelor's degree, Tourism and Hospitality Management -
2013 - 2015
OSAO
Vocational upper secondary qualification, Business and Administration -
2009 - 2012
Oulun Lyseo Upper Secondary School
Matriculation
Community
