Experience

OGOship

• Finland
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Project Manager

  • Jul 2021 - Present

  - Managing various projects relating to improvement and development of the myOGO Order ManagementSystem- Creating concepts for new product features based on feedback and requirements from all departments ofthe company as well as the customers- Planning and supervising the Tech team's sprint- Creating Product team's roadmap consisting of new feature development and feature releases- Cooperating with external design studio in creating new and improved version of the Order ManagementSystem- Improving and clarifying internal processes within the Tech team and the cross-departmentalcommunication

• Merchant Care Manager

  • Dec 2019 - Jun 2021

  - Building the customer service department from scratch: recruiting customer service agents, creatingprocedures to serve our customers efficiently and to ensure fast communication with 3rd parties- Tracking of SLAs and KPIs and ensuring that the targets are met- Maintaining and improving our ticketing system, and optimizing the utilization of Zendesk within thecompany- Leading the customer service team, supporting the agents in day-to-day issues, coaching and guiding theirprofessional growth- Planning and improving internal communication channels and methods



AirHelp

• Germany
• IT Services and IT Consulting
• 200 - 300 Employee

• Senior Team Manager

  • Aug 2018 - Jun 2019

  - Managing directly 6 Team Leaders and their teams, total amount of subordinates being 60- Responsible for the results of the whole Customer Support department of 200 employees together with 2other Senior Team Managers- Optimizing claim handling process and solving interdepartmental issues- Responsible for internal communication within the Operations Department- Took part in a project lasting 2 months to restructure the entire Operations Department of 180 people,including assessing, interviewing and promoting new supervisors for the new teams- Responsible for interviewing and hiring new team members

• Team Leader

  • Sep 2017 - Aug 2018

  - Leading a customer service team consisting of 20 people covering markets in multiple languages: Finnish,Greek, Italian, Russian- Noticing talent in team members and guiding their professional growth- Identifying and solving problems in the claim handling process- Interviewing candidates and hiring new team members- Additional task of improving and managing internal communication flow within the Operationsdepartment

• Air Claim Specialist

  • Jun 2016 - Sep 2017

  - Handling customers' claims for compensation regarding disrupted flights- Contacting customers regarding their claims in Finnish and in English by phone and by email- Answering incoming calls and emails regarding flight passenger rights and compensations- Translations and creation of macro messages- Team leader's back-up



Capgemini

• India
• Information Services
• 1 - 100 Employee

• Credit and Collection Specialist

  • Jan 2013 - Apr 2016

  - Collection of outstanding debt from customers via phone and email using Finnish and English - Supervisor of the collection team - Backup of Team Leader in her absence - Reconciliation of customer's accounts and un-applied payments - Daily co-operation with the client over the phone and via email - Setting up and managing the monthly conference calls with clients responsible for the Nordic countries, the Netherlands and Switzerland - Direct contact person for the client - Performing monthly quality audits - Training new joiners



Restaurant company Nousu Oy

• Bar manager, bartender, catering manager

  • Jun 2010 - Sep 2012

  - Overseeing a team of bartenders and waiters - Representing the company to future clients - Negotiating with the organizers of future events - Bartending - Minor accounting - Overseeing a team of bartenders and waiters - Representing the company to future clients - Negotiating with the organizers of future events - Bartending - Minor accounting

• Bartender, Waiter

  • May 2006 - Oct 2009

  - Serving food and drinks to customers associated with the restaurants musical performances and business events - Bartending - Serving food and drinks to customers associated with the restaurants musical performances and business events - Bartending